Job Title: IT Services Specialist (Collaboration Environment)
Position Reports To: Manager, FAcT IM&T Service Delivery
Job Location: Ottawa - Hybrid
Salary: $80,000 - $95,000CAD

QUALIFICATIONS AND EXPERIENCE

• Bachelor in IT or Computer Science.
• Minimum of 5 years in a similar role that focuses on Service Delivery.
• Experience working in collaborative software such as SharePoint, Service Now, Azure, and other, would be an asset.
• Excellent communication skills.
• Strong analytical and problem-solving skills.
• Strong interpersonal skills and be customer service oriented.
• Experience in the Defence and Aerospace industries would be an asset.
• Be able to hold a Government of Canada Security Clearance (Secret level) and Controlled Goods Clearance.
• Eligible to work in Canada.
• Strong oral and written English language capabilities.
• Fluency in French would be an asset.

• Provide expert support for all incidents with a goal of reducing or minimizing threats and vulnerabilities.
• Triage and fulfill all technology related requests within defined SLAs.
• Perform and/or coordinate troubleshooting, diagnostics, repairs, and maintain updates and patching on the products or services they support.
• Coordinate the response to major IT incidents in collaboration with cross-functional teams to minimize impact on end users and business operations.
• Support with identifying underlying issues to prevent recurring incidents.
• Document the customer interactions and report any recurring or unresolved problems to the management or the technical team.
• Respond to customer inquiries, complaints, and feedback through various channels, such as phone, email, chat, or social media.
• Listen to the customer’s needs, identify the issue, and offer solutions or alternatives.
• Other duties as assigned.