Level 2 Help Desk Specialist in Montréal

Location: Montréal (Québec), fully on-site

Languages: Fully bilingual in English and French, with strong written and spoken communication skills in both languages

Duration: Contract through March 31, 2027, with an optional one-year extension

Background Check Requirement: Valid Government of Canada Secret security clearance required

About the Opportunity

Join a highly collaborative public sector IT environment where you'll play a hands-on role supporting employees with the technology they rely on every day. As a Level 2 Help Desk Specialist, you'll provide responsive Tier 1 and Tier 2 support, troubleshoot technical issues, and help ensure users stay connected, productive, and supported. You'll work closely with end users, fellow service desk professionals, and internal technical teams in an environment focused on operational excellence and continuous improvement. This team is also evolving its service model through Knowledge-Centered Support, expanded self-service capabilities, and modern technologies, including Microsoft 365, Windows 11, and cloud-based applications.

What's in It for You

You'll gain exposure to a broad enterprise technology environment while building on your service desk, networking, and Microsoft administration expertise. This opportunity offers meaningful public sector experience, a collaborative team culture, and the chance to contribute to service improvements that directly impact the employee experience.

Your Responsibilities

• Respond to technical requests through centralized Service Desk channels and manage tickets through to resolution.
• Provide Tier 1 and Tier 2 support for desktop, application, hardware, and network connectivity issues.
• Configure and support laptops, desktops, printers, tablets, smartphones, Microsoft Hubs, and encrypted devices.
• Administer user access, accounts, groups, Exchange mailboxes, shared calendars, and resource accounts.
• Install, configure, and troubleshoot approved Windows and Microsoft Office/Microsoft 365 applications.
• Create and maintain knowledge-base content using Knowledge-Centered Support principles.
• Collaborate with internal and external technical teams when incidents require escalation.

Skills and Qualifications

• At least two years of Government of Canada Service Help Desk experience within a department, agency, or Crown corporation.
• At least two years of recent Tier 1 and Tier 2 Help Desk or Desktop Support experience.
• At least two years of recent network connectivity troubleshooting experience.
• At least one year of experience supporting Windows 10 or Windows 11 remotely and desk-side.
• At least one year of experience supporting Microsoft Office 2016 or Microsoft 365 remotely and desk-side.
• At least one year of experience using Active Directory and/or Azure Active Directory to manage enterprise users, computers, and groups.
• At least one year of experience using the Exchange 2016 Management Console or Exchange Online to manage enterprise email and resource accounts.

We welcome individuals of all backgrounds, experiences, and identities including those who identify as women, members of racialized groups, Indigenous Peoples, persons with disabilities, and 2SLGBTQIA+ communities.