Support Technician, Infrastructure/Operations

Important messages

When answering the screening questions, remember that the assessment board cannot make assumptions about your experience. It is insufficient to say that you have the required qualifications or to list your current or past duties. Rather, using this tool, candidates must demonstrate how they meet the education and experience criteria listed in the job opportunity advertisement by providing clear and concrete examples.

Clear and concrete examples are defined as illustrations in which you fully explain the actions, considerations and steps you completed in order to gain the experience you are describing. This detailed contextual information will be used by the board members reviewing your submission to assess whether you have sufficient experience in a relevant field to complete the tasks which will be assigned to you should you be considered for this position. This is similar to what would be expected of you when asked to provide a concrete example of a particular situation in the context of an interview. Such examples usually require a minimum of ½ page to describe and a maximum of 2 pages. In order to facilitate this process, you may wish to start your submissions with a sentence similar to: “A clear and concrete example of a situation where I did X is a situation which occurred on Y date and my role in this activity was to...”.

Resumes will be used as a secondary source of information and strictly to validate the concrete examples you will have described in this tool.

Also, when reading the experience criteria for staffing processes, please pay close attention to action words contained within and ensure the examples you choose to include speak to all of them. Similar attention should be given to punctuation and connector words such as commas, “and” and “or” as these have a different function when used to describe an experience criterion. As such, action words or activities separated with a “,” and connected with an “and” must all be demonstrated with concrete examples as in this case, they are all deemed essential by the hiring manager. Conversely, when action words or activities are separated with a “,” and connected with an “or”, candidates may provide concrete examples for only one of the activities listed in the criterion as in this case, the hiring manager is looking for someone who has experience in at least one of the activities but not necessarily all of them.

For example, when responding to a criterion which reads: “Experience reading, writing and publishing instructions for a competitive process.” you must provide concrete examples of situations where you read instructions, concrete examples of situations where you wrote instructions as well as concrete examples of situations where you published instructions for a competitive process. These may be part of the same example however, you must ensure to provide sufficient details to cover the three actions as they are all critical.

On the other hand, when responding to an experience criterion which reads: “Experience reading, writing or publishing instructions for a competitive process” you must provide concrete examples for a minimum of one situation where you either read, wrote or published instructions for a competitive process as experience in a minimum of one activity is critical. This being said, when this structure is used, you may also provide concrete examples for all action words or activities as this approach will provide board members with additional information to assess the breath of your experience.

Finally, if the examples you provide speak of experience that was acquired in a team setting, please be specific as to your exact role within this team as it is your experience the board will be looking to assess and not that of your team.

Intent of the process

A pool of qualified candidates may be established and may be used to staff similar positions with various tenures, language requirements and security requirements. All federal organizations listed in Schedules I, IV and V of the Financial Administration Act may use this staffing process to appoint a candidate to its organization in a similar position if a pool is created.

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 (2) years of an acceptable post-secondary educational program in computer science, information technology, information management or another specialization relevant to the position being staffed, OR an *acceptable combination of education and experience.

* The acceptable combination is defined as having a secondary school diploma in addition to a minimum of approximately (2) years of experience in the Information Technology (IT) field.

It is the candidate's responsibility to obtain all required documentation as outlined in the notes below.

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. The candidate MUST identify on his or her application if he or she is grandfathered, as such.
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. Candidates will be required to submit proof of education during the assessment phase of the staffing process.
3. 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 via 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.
4. Foreign educational credentials must be assessed by a recognized credential assessment service. If the candidate has been educated outside of Canada, it is the candidate's responsibility to have his or her certificates and/or diplomas assessed against Canadian educational standards. Candidates will be required to submit proof of education during the assessment phase of the staffing process. Guidance may be found at the Canadian Information Centre for International Credentials (CICIC) at http://www.cicic.ca/.

Degree equivalency

EXPERIENCE
- Experience in preparing technical documentation, such as, but not limited to: procedures, user guides, IM/IT requirements or technical notes to internal or external clients.
- Recent** experience working in an IT Infrastructure and/or Operations environment.
- Experience in the configuration of software or hardware in a Windows environment.
- Experience in the troubleshooting of software or hardware in a Windows environment.

** Recent is defined as experience that has been obtained within the last three (3) years.

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

EDUCATION
- A diploma from a 3-year program offered by a recognized college with specialization in computer science, computer engineering or any other field related to the position.
- A bachelor's degree from a recognized post-secondary institution with specialization in computer science, computer engineering or any other field related to the position.

Degree equivalency

OCCUPATIONAL CERTIFICATION
- Professional certification in one or more of the following areas: ITIL; Security; Microsoft; Oracle; CISCO; Unix/Linux; Project Management Professional certification (PMP) through the Project Management Institute; CISA; CISSP; or McAfee

EXPERIENCE
- Experience in troubleshooting clients’ computer and software problems including Microsoft Office products, Windows operating systems (version 7 and above).
- Experience administering users or resources within a Microsoft networking environment.
- Experience developing technical services in the planning, development, implementation, integration and maintenance of a departmental IT infrastructure in support of service delivery to internal and external clients or stakeholders.
- Experience in at least three (3) of the following, as they pertain to the use and replacement of workstations and peripheral equipment, related networking and operating system software and referring problems to the next level of support as required:
o Evaluating
o Installing
o Maintaining
o Troubleshooting
o Upgrading
o Documenting
o Administering
- Experience in providing advice to clients on various technical subjects such as network operating systems, standards, protocols and utilities.
- Technical experience working in a Service desk/Helpdesk, Call Centre or Client Support Centre or similar environment providing support services.
- Experience working as part of a project team in an IT environment.
- Experience managing IT assets and inventory.
- Experience preparing and delivering training sessions for clients or colleagues on the components of IT infrastructure.
- Experience using Windows 10
- Experience using the MS System Center Configuration Manager (SCCM)
- Experience using McAfee EPo Console
- Experience using Powershell
- Experience using Windows 7 desktop image creation and deployment
- Experience using Desktop Application Packaging
- Experience using Microsoft Active Directory tools, processes or best practices for the administration of group membership, permissions and policies relating to network, file, print or application provisioning.

OPERATIONAL REQUIREMENTS
- Willing and able to travel
- Willing and able to work overtime

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

Various language requirements
We are currently seeking to staff Bilingual - Imperative (BBB/BBB) and/or English or French Essential positions but a pool of qualified candidates may be established and may be used to staff similar positions with various tenures, language requirements and security requirements.

Information on language requirements

KNOWLEDGE
- Knowledge of Information Technology Service Management concepts (e.g. ITIL, incidents and service requests life cycle).
- Knowledge of software and hardware troubleshooting techniques.

ABILITIES
- Ability to prioritize work
- Ability to work under pressure
- Ability to prepare procedures or user guides for clients.
- Ability to communicate effectively in writing
- Ability to communicate effectively orally

PERSONAL SUITABILITY
- Initiative
- Client Focus
- Team Work
- Results Orientation
- Analytical Thinking

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

Employment Equity may be used to address demonstrated under-representation of designated groups: Aboriginal peoples, Persons with a Disability, Visible Minorities and Women.

Conditions of employment

Reliability and Security: Reliability Status or Secret clearance depending on the position.

Other information

It is your responsibility to ensure that your email and contact information are maintained with the hiring board AND in your Public Service Resourcing System (PSRS) account. As all of the communication for this process will be conducted via the email address provided in your application AND via your PSRS account, it is your responsibility to ensure that you check for messages regularly and to ensure that your email address accepts messages from unknown users (some email systems block these types of email or filter them to a junk mail folder). Failure to respond to key messages may result in your being eliminated from this 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.