Technical Support Officer / Technical Support Supervisor

Important messages

Stream 1 – Technical Support Officer, CS-01
Stream 2 – Technical Support Supervisor, CS-02

APPLICANTS MUST APPLY ON-LINE

The client organization will accept applications on-line only. All job applications must therefore be submitted through the Public Service Resourcing System. If you do not have Internet access, you may call 1-800-O-Canada (1-800-622-6232) or TTY 1-800-926-9105 for information on the nearest public Internet access locations.

You will be required to show how you demonstrate the essential qualifications (i.e. Education, Experience and/or Occupational Certification) for the initial screening through your resume, and in answering online screening questions. It is NOT sufficient to only state that the qualifications are met or to provide a listing of current or past responsibilities. Rather you must clearly demonstrate HOW, WHEN, and WHERE the qualification was met through substantiation by examples. Information on your described skills, experience, etc. provided in a cover letter or screening questions should be supported by your resume. Failure to provide the above information in the format required may result in your application being rejected from the process. Candidates will not be solicited for incomplete or possible missing information.

To submit an application on-line, please select the button "Apply Online" below.

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

Intent of the process

This process will be used to staff two indeterminate, full-time CS-01 positions (one English Essential and one Bilingual Imperative BBB/BBB) and one indeterminate, full-time CS-02 position (Bilingual Imperative BBB/BBB). A pool of qualified candidates will be established and may be used to staff similar positions on an indeterminate, term, deployment, assignment, secondment, acting or casual basis.

Positions to be filled: 3

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:

BOTH STREAMS:

• 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.

Notes:

• 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.
• It is the 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.
• At the manager’s discretion, an acceptable combination of education, training and/or experience may serve as an alternative to the minimum post-secondary education stated above. Whenever the minimum education is met using this alternative, it is met for the specific position only and must be re-assessed for other positions for which this alternative has been specified by the manager.

Degree equivalency

Experience:

BOTH STREAMS:

• Significant* experience in troubleshooting and resolving data network connectivity issues.
• Significant* experience in performing 2nd line maintenance and repairs on various IT items such as desktops, laptops, monitors and printers.
• Significant* experience in utilizing Active Directory Users and Computers (ADUC) to modify and create Computer Objects in a Windows Server 2003 (or newer) environment.
• Significant* experience in modifying and creating print shares in a Windows Server 2003 (or newer) environment.
• Significant* experience in working as a Desktop Support specialist receiving, tracking and maintaining work tickets using an industry standard Information Technology Service Management (ITSM) tool.
• Significant* experience in creating, maintaining and deploying computer system images.
• Significant* experience in providing IM/IT technical support and advice to clients, co-workers or senior management, in a Desktop Support role.

STREAM 2 ONLY:

• Significant* experience in supervising teams of IT professionals, including the planning, coordination and assessment of the work performed by employees or contractors.
• Experience in producing and communicating progress and status reports.
• Significant* experience in providing IM/IT technical support and advice to clients, co-workers or senior management.


*Significant is defined as experience normally acquired over a minimum of two (2) years.

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

Various language requirements
STREAM 1:

English Essential
Bilingual Imperative BBB/BBB

STREAM 2:

Bilingual Imperative BBB/BBB


Note: Other possible language requirements and profiles may be established as positions become available.

Information on language requirements

Knowledge:

BOTH STREAMS:

• Knowledge of PC configuration.
• Knowledge of TCP/IP.
• Knowledge of a Windows Network Domain environment.

Ability:

BOTH STREAMS:

• Ability to work with minimal supervision.
• Ability to work in a team.
• Ability to communicate effectively orally.
• Ability to communicate effectively in writing.
• Ability to follow direction.

STREAM 2 ONLY:

• Ability to prioritize work to meet deadlines.
• Ability to define performance objectives and assess performance against those objectives.

Personal Suitability:

BOTH STREAMS:

• Effective Interpersonal Relations
• Judgement
• Client Service Orientation
• Initiative
• Dependability
• Flexibility

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

Education:

BOTH STREAMS:

• Professional qualifications related to Information Technology support.

Degree equivalency

Experience:

BOTH STREAMS:

• Experience in creating or maintaining scripts via PowerShell.
• Experience in working with System Center Configuration Manager (SCCM) 2007 or greater.
• Experience in working with Windows Deployment Services (WDS).
• Experience in constructing and employing Structured Query Language (SQL) queries.
• Experience in working in a military environment.
• Experience in working with the ASSYST ITSM tool.
• Experience in maintaining and verifying Supply Customer Accounts (SCA/SLOC).

STREAM 2 ONLY:

• Experience in administering Public Service Performance Agreements (PSPA).

Organizational Needs:

This selection process may be used to increase representation of designated Employment Equity groups: aboriginal peoples, visible minorities, persons with disabilities and women.

Operational Requirements:

• Willingness and ability to travel.
• Willingness and ability to work weekends/shiftwork.
• Willingness and ability to attend employer required training.
• Valid Class 5 NB Driver’s License or equivalent license from another province.
• Ability to acquire DND 404.

Conditions of employment

Secret security clearance

• Ability to lift 23 kgs.

Other information

Following are some of the benefits associated with applying online:

- Applicants can create a profile and a resume that can be used when applying for other processes without having to recreate a new application each time.
- Applicants can modify their application/resume at any time BEFORE the closing date indicated on the job advertisement.
- Applicants can verify the status of their applications, at any time.
- Applicants can be notified electronically of tests or interviews and
results.
- For some jobs, applicants will find important information, namely the job questionnaire and a complete statement of merit criteria that are only available when applying on-line.

Proof of citizenship must be submitted at the interview.

Our intention is to communicate with applicants by e-mail for screening and / or assessment purposes. Applicants who apply to this selection process must include in their application a valid e-mail address and make sure this address is functional at all times and accepts messages from unknown users.

Depending on the requirements of the position(s) 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 staffing. Candidates may be contacted and assessed against these criteria at any time during this process.

Reference checks may be sought.

An interview may be administered.

A test may be administered.

Persons are entitled to participate in the appointment process in the official language of their choice.

You must indicate on your application if you require a technical aid for testing or an alternative method of assessment.

A random and/or top down selection of candidates may be used in the determination of those to be given further consideration in the assessment 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.