Job Title: Bilingual Technical Support/Service Desk

Contract Length: Permanent

Location: Ottawa, ON (Hybrid)

Federal Government Clearance Level Required: Enhanced Reliability Clearance

Vacancy Type:

New Position

About Us:

Maplesoft Group is currently seeking a hybrid bilingual Technical Support/Service Desk for our client in Ottawa, ON.

Position Summary:

The Technical Support Engineer / End User Service Desk Analyst is a front-line and escalated support role. This position is responsible for providing high-quality, user-centric technical support across all corporate locations, ensuring uninterrupted productivity and a positive end-user experience.

The role combines remote service desk operations with onsite deskside and meeting room support. It operates within a tiered support model, adheres to defined SLAs and security standards, and works closely with Infrastructure, Security, and Compliance teams.

This role will be on site 5 mornings of the week at the Ottawa Office. The afternoons will be spent remotely supporting as well as our internal Service Desk and other projects as assigned.

Key Responsibilities:

End User & Service Desk Support

• Serve as a primary point of contact for IT incidents and service requests via phone, email, chat, and ITSM/self-service portal.
• Log, categorize, prioritize, and resolve incidents and requests in accordance with ITIL practices and SLAs.
• Provide professional, clear communication to users throughout the ticket lifecycle.
• Support Tier 1 and Tier 2 requests and escalate complex issues to Tier 3 teams when required.

Technical Troubleshooting

Diagnose and resolve issues related to:

• Windows 10/11 and standard corporate applications
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Email, VPN, network connectivity, and remote access
• User accounts, access permissions, and authentication
• End-user devices including laptops, desktops, peripherals, printers, and mobile devices

Perform remote troubleshooting using approved tools and techniques.

Onsite Deskside & Meeting Room Support

• Provide in-person deskside support for hardware, software, and connectivity issues.
• Support device provisioning, imaging, deployment, and replacement (laptops, monitors, docks, mobile devices).
• Setup, test, and support meeting room and AV technologies, including Teams Rooms and conferencing equipment.
• Deliver real-time support for meetings and events, including executive and high-profile sessions.
• Ensure meeting rooms are operational through proactive checks, maintenance, and coordination with vendors where required.

ITSM, Documentation & Continuous Improvement

• Ensure accurate ticket updates, resolution notes, and technical documentation.
• Contribute to and maintain knowledge base articles to improve first-contact resolution and enable user self-service.
• Track and support service performance metrics such as SLA adherence, first contact resolution, and customer satisfaction.
• Identify trends and recurring issues and participate in continuous service improvement initiatives.

Asset, Access & Compliance Support

• Support IT asset lifecycle activities including setup, inventory tracking, decommissioning, and disposal.
• Maintain spare equipment and consumables inventory (cables, adapters, peripherals).
• Ensure endpoint devices comply with security standards (patching, configuration, antivirus).
• Follow established policies for access management, data protection, and audit requirements.
• Assist with audits and compliance reviews by providing requested technical evidence and documentation.

Collaboration & Coverage

• Work closely with Infrastructure, Security, Compliance, and third-party vendors.
• Provide onsite coverage and respond to urgent support requests within agreed timelines.

Required Qualifications

• Diploma or degree in Information Technology or equivalent practical experience.
• 2+ years of hands-on IT support experience in a Service Desk or End User Computing environment.
• Strong working knowledge of:
• Windows desktop operating systems
• Microsoft 365 ecosystem
• Basic networking concepts (DNS, DHCP, IP ad