Openings >> Desktop Support Specialist
Desktop Support Specialist
Title:Desktop Support Specialist
Location:Ottawa, ON

Who is BGRS?

At BGRS, we create customized mobility solutions that transform mobility into a driver of recruitment, development and retention. We are proud to be the partner of choice for many of the world’s most recognizable brands, including 35% of the Fortune 100 as well as the governments of the United States and Canada. Our diverse client portfolio represents a variety of industry segments.

BGRS is all about mobility. Come join one of the leading companies in global talent mobility, partnering with some of the largest organizations in the world to keep their employees on the move. We are committed to keeping our own talent on a career growth trajectory by fostering an engaging environment with development opportunities that create success for our clients and you. We support our employees by offering a flexible, innovative environment that allows them to focus on their clients and careers. We look forward to you joining our team and experiencing the power of what talent mobility can achieve.

Role Overview

Desktop Support Specialist will be responsible for the deployment, support and management of end user computing technology including desktops, laptops, printers, phones, VC units, mobile devices and peripherals. The position puts a strong focus on providing a superior customer experience while providing 2nd level support for end-user computing components. 

What You’ll Be Doing


  • Provide 1st level technical support for US and CAD Government customers working from an Omni-channel (self-service, email, chat and voice) customer contact queue
  • Provide local 2nd level technical support for all end user computing issues while ensuring all SLAs are met
    • Troubleshoot and resolve local OS and software issues
    • Troubleshoot and resolve network connectivity issues related to workstations
    • Troubleshoot and replace faulty hardware components on workstations
    • Perform basic troubleshooting and service of office printers and VC units
    • Ensure all work is captured and updated in ticketing system
  • Develop technical documentation to add to the department knowledgebase to ensure appropriate knowledge transfer and sharing
  • Develop customer documentation and deliver training as required to support end-user education
  • Participate in IT and business project initiatives as required
  • Assist Infrastructure team in maintaining local servers and network equipment
  • Participate in infrastructure and application Disaster Recovery design, setup and testing exercises
  • Other duties may be assigned


What You Bring to BGRS




  • Computer related Degree/ Diploma or equivalent work experience

  • Minimum 2 years of desktop support experience

  • ITIL Foundation certification highly encouraged

  • MCDST or MCSA Microsoft certifications highly encouraged

  • Experience working in a large to mid-sized corporate environment

  • Self-motivated with the ability to work independently and in a fast-paced changing environment


Specialized Knowledge and Skills:


  • Superior customer service skills

  • Experience with an IT ticketing system

  • Experience with an Omni-channel Contact Center System

  • Experience support Office 365 services

  • Experience in re-imaging computers, installing software and hardware.

  • Strong analytical and troubleshooting skills are required

  • Excellent planning, prioritization and organizational skills

  • Strong communication skills, both written and verbal

  • A professional attitude and good judgment approach to technology

Equipment and Application Experience:

  • Microsoft Windows 10 and Windows 7

  • Microsoft Office 365 (Teams, OneDrive, SharePoint Online, Office Online etc.)

  • Microsoft Productivity Suite (Outlook, Word, Excel, PowerPoint etc.)

  • Microsoft Active Directory

  • Microsoft Exchange

  • Microsoft SCCM

  • Microsoft Intune

  • Unified Communication Tools (Skype for Business, Citrix GoTo Meeting, etc.)

  • Video Conferencing Units (Polycom Trio and Group Series)

  • Anti-Virus / Malware tools

  • PC hardware troubleshooting / repair skills

  • Printer troubleshooting skills

  • Mobile/Tablet troubleshooting (iOS and Android)


What BGRS Offers

  • Competitive salary and incentive plans

  • Workplace flexibility for a balanced work/life approach

  • Comprehensive benefits packages and wellness program

  • Generous company-paid vacation days and holiday time

  • Challenging, collaborative, diverse corporate culture

  • Ongoing opportunities for learning and career development


Other Information

  • Reliability status security clearance granted by CIISD, PWGSC; the security clearance application will be facilitated via the Brookfield GRS–GS Company Security Officer (CSO)

  • BGRS values diversity in the workplace and is an equal opportunity employer. We are committed to providing an inclusive and accessible environment. We thank all candidates who apply, however, only those selected for a personal interview will be contacted. If you require accommodation, please let us know. We will work with you to meet your needs.



Follow BGRS

As an Equal Opportunity Employer, BGRS embraces diversity and, as such; is dedicated to considering all qualified applicants without regard to race, color, gender, religion, national origin, disability, age, sexual orientation, marital status, pregnancy and parenting status, protected veteran status and any other characteristic protected by law. Employment may be subject to additional background checks, drug testing and fingerprint processing.


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