Technical Advisor, IT Service Desk

Update: Please note that the following operational requirements and conditions of employment were omitted from the original poster but are required for this process:

Operational Requirements:
Willingness and ability to work overtime with minimum or no advance notice.
Willingness and ability to be on-call with minimum or no advance notice.

Conditions of employment:
Secret security clearance

Duties

The IT service Desk is at the center of all IT operations in the Department of Finance. The technical advisor works on daily operations to support business clients and coordinates the services of subject matter experts, conducts analysis, develops reports and documentation on IT services and leads technical teams. The technical advisor also works in close collaboration with Shared Services Canada to ensure IT issues and problems are correctly identified and actioned according to Departmental priorities. Another important role is the participation in projects to ensure the effective transition of new products and solutions to operations.
The selection process can also be used to staff similar positions in the Service Desk or any positions within the Information Management and Technology Directorate either in Business Applications or Desktop Management. The individual(s) selected will be encouraged to demonstrate creativity and technical savvy in the delivery of numerous projects and initiatives.

Work environment

Finance Canada is amongst the National Capital Region’s Top Employers, and has a reputation for excellence. Widely recognized throughout the Public Service of Canada, as well as by international and Canadian stakeholders and other public organizations, this reputation would simply not exist without the strength, diligence and dedication of its exceptional employees.

In 2014, our department moved into the brand new James Michael Flaherty Building, located at 90 Elgin Street just blocks from Parliament Hill. Our new home is served by all major and express bus routes, with a light rail station on the way in 2018, and features secure bicycle storage as well as locker rooms and showers for employees.

The IM/IT division provides the Department of Finance with modern, mobile and collaborative tools and services to allow the Department to focus its strategies on developing policies and providing advice to the Government with the goal of creating a healthy economy for Canadians.
The IM/IT division supports and operates an effective IT environment, constantly improving and evolving tools and solutions to support business functions. The department also works in close collaboration with Shared Services Canada to realize its IT functions.

Intent of the process

A pool of qualified candidates will be established to staff similar positions in the Department of Finance.

Positions to be filled: 1

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:
Bachelor degree in Computer Science, Engineering or Science.

Degree equivalency

Experience:
Extensive* experience providing technical support on IT services directly consumed by end-users in a production environment.
Extensive* experience leading the analysis of technical issues and developing action plans to resolve technical IT problems.
Significant** experience overseeing the work performed by technical agents providing technical support in IT services.

* Extensive experience is defined by the depth and breadth of experience associated with having performed a broad range of various, complex activities which are normally acquired over a period of five (5) years.
** Significant experience is defined by the depth and breadth of the experience associated with having performed a broad range of various complex activities which are normally acquired over a period of three (3) years.

Knowledge:
Knowledge of best practices in IT Service Management
Knowledge of common techniques to troubleshoot and resolve IT issues
Knowledge of Microsoft Active Directory Account Management, Group Policy Objects and NTFS Permissions
Knowledge of Microsoft Windows 10 operating system

Abilities:
Ability to manage
Ability to communicate effectively orally
Ability to communicate effectively in writing

Personal Suitabilities:
Effective interpersonal skills
Teamwork and collaboration
Judgment
Initiative

Operational Requirements:
Willingness and ability to work overtime with minimum or no advance notice.
Willingness and ability to be on-call with minimum or no advance notice.

Conditions of employment:
Secret security clearance

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

Bilingual - Imperative (BBB/BBB)

Information on language requirements

Other information

Reference checks may be sought.

An interview may be administered.

A test may be administered.

The Middle Manager In-Basket Exercise 820 may be administered.

You must provide proof of your education credentials.

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

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.