Service Desk Technician

Important messages

In order for candidates to have their application considered, all screening questions must be answered. Candidates must provide concrete examples which illustrate how they meet each qualification including where and how they obtained the experience as well as the period(s) in which they performed the functions of the position(s) (M-Y to M-Y). The candidate's application must adhere to the stipulated format stated in the Job Opportunity Advertisement.

CANDIDATES WHO FAIL TO CLEARLY DEMONSTRATE IN THE SCREENING QUESTIONS HOW THEY MEET THE SCREENING CRITERIA (Education and Experience Essentials) WILL RESULT IN THE REJECTION OF THEIR APPLICATION.

Resumes will be used as a secondary source to validate the education and/or experience described in the screening questions.

On-line applications are strongly encouraged in order to take advantage of the many benefits of using the electronic recruitment system. Some of the benefits for applicants are as follows:
- modify your application at any time BEFORE the closing date;
- when applicable, answer screening questions highlighting the expected qualifications to the hiring manager;
- verify the status of your application and notifications, at any time; and
- obtain information through electronic notification of your assessment details and results.

If you are unable to apply on-line or require accommodation for any reason, you must contact the Senior Human Resources Advisor listed below, before the closing date.

If you do not clearly demonstrate how you meet all screening criteria, your application will be rejected. Your application may also be rejected if it has incomplete information. We will not contact you to request information that is missing from your application.

Intent of the process

This process may be used to establish a pool of fully qualified candidates which may be used by the Office of the Commissioner for Federal Judicial Affairs Canada to staff similar positions with a linguistic profile of Bilingual Imperative BBC/BBC.

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:
- Successful completion of two years of an acceptable post-secondary educational program in computer science, information technology or another specialty relevant to the position to be staffed.

Degree equivalency

EXPERIENCE:
- Technical experience working in a Service/Helpdesk Desk, Call Centre or Client Support Centre providing IT support services and advice to clients.
- Experience in the configuration, operation and troubleshooting of software applications in a Windows environment.
- Experience in configuring, supporting and troubleshooting hardware.

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

ASSET QUALIFICATIONS:
EXPERIENCE:
- Experience troubleshooting and providing technical assistance in support of boardroom Audio-Visual equipment.
- Experience troubleshooting and providing technical support to users of the FirstClass software.
- Experience troubleshooting and configuring Entrust software, including integration with MS Outlook, in a networked environment.

Degree equivalency

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

Bilingual - Imperative (BBC/BBC)

Information on language requirements

KNOWLEDGE:
- Knowledge of the procedures for the overall efficient operations of Information Technology Help Desk.
- Knowledge of computer hardware, software and desktop applications.

ABILITIES:
- Ability to provide help to clients with first level problems related to all client software and hardware issues in both official languages.
- Ability to effectively manage and prioritize workload.
- Ability to communicate effectively orally.
- Ability to communicate effectively in writing.

PERSONAL SUITABILITY:
- Dependability.
- Effective Interpersonal Relationships.
- Client Service Orientation.
- Judgment.

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

OPERATIONAL REQUIREMENTS:
- Willingness and ability to work overtime on short notice.

Conditions of employment

Reliability Status security clearance

Other information

We will communicate with you about this process by email. As a result, you must update your Public Service Resourcing System profile if it changes. Applicants should use an email address that accepts messages from unknown senders (some email systems block such messages).

If you do not respond to our communications, we will interpret this as your withdrawal from the process.

Candidates from outside the public service will be required to pay for all TRAVEL AND RELOCATION expenses related to this selection process, including travel expenses for assessment purposes (if applicable).

Following the referral of your application, the organization will communicate with you for the next steps of your assessment for example, written exam, interview, reference checks.

Random selection* may be used to identify which applicants will be assessed in this appointment process. You will find more information about random selection at the bottom of this job advertisement.

Depending on the requirements of the position(s) being staffed from this process, for current and future vacancies, any of the asset qualifications, operational requirements, may be applied at the time of staffing.

Proof of education and citizenship will be requested following referral of your application.

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.


***Random selection***

Frequently asked questions

1. Some advertisements state that random selection may be used to identify which applicants will be assessed during the appointment process. What is random selection?

Random selection is a strategy that is sometimes used to manage applicant volume. It identifies a sub-sample of applicants by applying the element of chance at some point during the appointment process, using criteria identified by the hiring organization.

2. How is this sub-sample of applicants determined?

To determine the sub-sample of applicants, the hiring organization identifies the following:
- Criteria that qualified candidates must meet; and
- The number of candidates to be selected.

With the assistance of an electronic system that contains information on all applicants, candidates who meet these criteria are identified and the sub-sample is randomly selected from that group. The Public Service Resourcing System - the electronic system used to advertise, receive and select applications - performs the random selection function.

3. When would random selection be used?

Random selection may be suitable for use in appointment processes where a high volume of applicants are expected or have been received. Some examples include the following:
- There is a high labour market availability of candidates;
- There is a high ratio of promising candidates relative to the number of vacancies; or
- The process will staff entry-level positions that do not require specialized qualifications.

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.