Support Technician, Infrastructure Operations

Important messages

ONLY APPLICATIONS SUBMITTED ON-LINE USING THE 'APPLY ON-LINE' BUTTON ABOVE WILL BE CONSIDERED.

Persons with disabilities preventing them from applying on-line are asked to contact 1-800-645-5605.

Candidates will be asked, as per the application process, to answer screening questions for each essential and asset criteria (education and experience). Candidates will have to provide specific examples, for each screening question demonstrating how they have acquired the education and experience criteria. Please note that it is not sufficient to only state that the qualification is met or to provide a listing of current or past responsibilities. Resumes will be used as a secondary source to validate your answers to the screening questions. Failure to clearly demonstrate in your answers how you meet the screening criteria (education and experience) may result in the rejection of your application.

Note: A cover letter will not be required as the screening questions will be used for screening purposes."

Duties

-Provide technical support in the development, integration, implementation or maintenance of IT infrastructure components such as Local Area Network, Wide Area Network (LAN/WAN), workstations and server operations; installs, integrates, configures, monitors and tests components in the computing environment.
-Provides technical support via telephone, email or in-person to IT infrastructure clients experiencing difficulties such as those with workstation hardware/software, grain elevator technical equipment, laboratory instrument related computing, multi-function printers and network cabling.
-Investigates, determines and documents problems experienced and action taken to address client difficulties and refers problems to the next level of support as required.
-Produces basic system documentation, reports, and correspondence.
-Participates as a member on projects as required.

Intent of the process

This process will be used to staff 1 full time indeterminate Bilingual Imperative (BBB/BBB) position in Winnipeg and 1 full time indeterminate Bilingual Imperative (BBB/BBB) position in Montreal.

A pool of qualified candidates will be established and may be used for similar indeterminate, specified period employment, acting appointments, assignments, secondments or deployments.

Positions to be filled: 2

Information you must provide

Your résumé.

You must meet all essential qualifications in order to be appointed to the position. Other qualifications may be a deciding factor in choosing the person to be appointed. Some essential and other qualifications will be assessed through your application. It is your responsibility to provide appropriate examples that illustrate how you meet each qualification. Failing to do so could result in your application being rejected.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

Education:
Successful completion of two years of an acceptable post-secondary educational program in computer science, information technology, information management or another specialty relevant to the position to be staffed, or an acceptable combination of education, training and/or experience relevant to the position to be staffed.

NOTES:
1. Indeterminate period incumbents of positions in the CS group on May 10, 1999, who do not possess the education prescribed above are deemed to meet the minimum education standards based on their education, training and/or experience. They must be accepted as having met the minimum education standard whenever this standard is called for when staffing positions in the CS group.
2. It is a recognized educational institution (e.g., community college, CÉGEP or university) that determines if the courses taken by a candidate correspond to two years of a post-secondary program at the institution.

Degree equivalency

Experience:
-*Recent experience in providing first level IT support services to clients on-site and remotely.
-Experience in supporting applications (including Microsoft Office) in a networked Microsoft Windows 7 environment;
-Experience in providing technical advice and guidance to users with varying degrees of computer knowledge;
-Experience in providing a variety of informatics support services (both hardware and software) (e.g. Installation, configuration, maintenance, troubleshooting problems);

*Recent is defined as experience acquired within the last five (5) years.

If you possess any of the following, your application must also clearly explain how you meet it (other qualifications)

Candidates MAY also be required to meet ONE OR MORE of the following education and experience factors, depending on the requirements of the specific position being staffed (essential or asset criteria):

Education:
Graduation with a degree from a recognized post-secondary institution in computer science, engineering, information technology, information management or any other field related to the positions to be staffed.

Experience:
-Experience providing computer related technical support in a scientific laboratory environment;
-Experience in Windows or Microsoft PowerShell scripting;
-Experience providing patch management support including the use of Microsoft WSUS;
-Experience providing security incident handling and response;
-Experience providing computer related technical support over the phone or via email in a helpdesk environment;
-Experience providing user support and troubleshooting for end-user and mobile devices such as thin clients, Blackberries, Chromebooks and laptops;
-Experience supporting remote office locations including Cisco Meraki VPN or Citrix Remote Access technologies;
-Experience working independently with minimal supervision and/or in a virtual team environment;
-Experience providing video conference support to clients including Cisco WebEx or Cisco Collaboration Meeting Room technologies;
-Experience creating detailed technical documentation, network diagrams using Microsoft Visio or other similar tools;
-Experience providing support in a Cisco Meraki network environment;
-Experience providing support in a virtual desktop infrastructure and/or published application environment including Citrix XenDesktop or Citrix XenApp technologies;
-Experience providing support for peripheral devices such as network printers, multifunction printers including installation and configuration.

Degree equivalency

The following will be applied / assessed at a later date (essential for the job)

Bilingual - Imperative (BBB/BBB)
The current position being staffed is Bilingual Imperative-BBB/BBB. Future positions could be staffed from the pool of candidates established from this process with various linguistic profiles.

Language proficiency can be assessed at any point during the selection process.

If you have valid SLE results, please send these as soon as possible to the Human Resources Advisor whose name is indicated below, indicating the above selection process.

You can obtain confirmation of previous language test results at the following link: http://www.psc- cfp.gc.ca/ppc-cpp/test-examen-result/result-eng.htm

Information on language requirements

Second Language Writing Skills Self-Assessment
In order to help you decide if you should apply to a bilingual position, an optional self-assessment of your writing skills in your second official language is available for you to take before completing your application.

For more information, please consult:
Unsupervised Internet Test of Second Language Writing Skills

Knowledge
-Knowledge of computer networks, hardware, peripherals, operating systems and software;
-Knowledge of Microsoft Windows Server, Client and Office products;
-Knowledge of Helpdesk and Incident Management practices;

Behavioural Competencies
-Adaptability
-Being a Team Player
-Client Focus
-Effective Interactive Communication
-Analytical Thinking
-Planning, Organizing and Co-ordinating

The following may be applied / assessed at a later date (may be needed for the job)

Certifications and Training:
-ITIL Foundation Certification
-Microsoft MCSE Certification
-CompTIA A+, Network+ or Security+ Certification
-Cisco ICND1 & 2 certification
-Citrix Certifications or training

Selection may be limited to members of the following Employment Equity groups: Aboriginal persons, persons with disabilities, visible minorities, women

Information on employment equity

Operational Requirements:
Willingness and ability to work overtime on weekend and evenings occasionally, sometimes with short notice;
Ability to lift up to 20 kilograms.
For the Montreal position – Willingness and ability to provide support services to clients nationally, Monday to Friday, from 7:00 am to 3:00 pm EST.

Conditions of employment

Reliability Status security clearance

Willingness and ability to travel occasionally;
Willingness and ability to work overtime on weekend and evenings occasionally, sometimes with short notice;
Ability to lift up to 20 kilograms;
Willing and able to be on call as required.

Note: Candidates must meet all of the Conditions of Employment at the time of appointment and must continue to meet these during the period of appointment.

Other information

Communication for this process will be sent via email. It is the responsibility of the candidate to ensure accurate contact information is provided and updated as required.

Candidates who apply to this selection process should include an email address that accepts email from unknown users (some email systems block these types of email). Candidates are strongly encouraged to check their email on a regular basis.

Persons are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

Appointment decisions may be based on one or more of the following criteria:
- Matching of the individual's experience or qualifications to the strengths and weaknesses of the
work team;
- Matching of the individual's experience or qualifications to the specific duties of the position being staffed;
- Depth, breadth, type of work-specific experience;
- Level/degree of one or more competencies/qualifications.

All communication relating to this process, including email correspondence, may be used in the assessment of qualifications.

Candidates from outside the federal public service may be required to pay for their own travel.

Receipt of applications will not be sent; only candidates successful in the screening process will be contacted. Depending on the requirements of the position being staffed from this process, for current or future vacancies, any or all of the asset qualifications, operational requirements, and organizational needs may be applied at the time of screening.

In order to manage the number of applications in the selection process, management may use top- down consideration of scores at various steps in the process, to determine the number of candidates who will be further considered in the process.

Candidates invited to an interview will be required to bring proof of their education credentials, in the form of a diploma or official transcript (original documents only).

As the screening board cannot make assumptions about your experience, it is important that you clearly demonstrate to what degree you meet the above experience elements giving detailed examples of each element. Candidates will not be solicited for incomplete or (possibly) missing information. Failure to do so may result in your application being rejected.

Appointment decisions may be based on organizational needs. We therefore encourage candidates to self-declare their membership to any of the following employment equity groups: visible minority, Aboriginal peoples, persons with disabilities, or women, should the organizational need be invoked during the appointment process.

The Public Service of Canada is committed to building a skilled, diverse workforce reflective of Canadian society. As a result, it promotes employment equity and encourages candidates to indicate voluntarily on their application if they are a woman, an Aboriginal person, a person with a disability or a member of a visible minority group.

The Public Service of Canada is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity or testing, you should advise the Public Service Commission or the departmental official in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

Preference

Preference will be given to veterans and to Canadian citizens, in that order.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.