Support Technician

Important messages

***PLEASE NOTE THAT ONLY APPLICATIONS RECEIVED DIRECTLY VIA GC JOBS WILL BE ACCEPTED***

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

This process may be used to establish a pool of candidates that may be used to staff similar positions at an identical or equivalent group and level with various official language proficiencies (Bilingual Imperative BBB/BBB, English or French Essential, English Essential), various security profiles (Reliability Status, Secret), various tenures (Indeterminate, Temporary) using various staffing mechanisms (Indeterminate appointment, Term appointment, Acting appointment, Deployment, Assignment) at Immigration, Refugees and Citizenship Canada.

Positions to be filled: Number to be determined

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)

EXPERIENCE
EX1 Recent* experience in providing IT technical support to clients, in person, over the phone or remotely.
EX2 Recent* experience in the installation and configuration of hardware and software on personal computers.
EX3 Recent* experience in the installation, configuration and administration of the Windows 7 operating system and Microsoft Office 2013.

*Recent: In the context of the current selection process, the term “recent experience” is defined as an experience normally gained within the last 2 years.

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

Various language requirements
Bilingual Imperative BBB/BBB;
English Essential,
English or French Essential

Information on language requirements

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.

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 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.
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 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

KNOWLEDGE
K1 Knowledge of computer networks or hardware or operating systems or software.

COMPETENCIES
C1 Values and Ethics
C2 Adaptability & Flexibility
C3 Effective Interactive Communication
C4 Written Communication Skills
C5 Client Service Orientation

ABILITIES
A1 Ability to identify, prioritize, analyze and resolve hardware and software problems and to recommend solutions.

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

ASSET QUALIFICATIONS

AE1 Recent*experience in basic administration of Windows Active Directory user accounts and in administering Network Print Queues and in applying file share permissions.
AE2 Recent* experience in the creation and configuration of the Windows 10 or 7 desktop images.
AE3 Recent* experience using Microsoft System Center Configuration Manager (SCCM) for managing large groups of computers.
AE4 Recent* experience with SAP (creation of PO’s and PR’s) and/or Maintenance Contract renewals
AE5 Recent* experience in IT Procurement and/or IT Sale
AE6 Recent* experience in IT (software and/or hardware) recommendations to clients (can also include friends and family)
AE7 Recent* experience working with an incident management tool (example: Remedy)
AE8 Recent* experience providing network access to client using enterprise IT systems.

*Recent: In the context of the current selection process, the term “recent experience” is defined as an experience normally gained within the last 2 years.

OPERATIONAL REQUIREMENTS
- Ability and willingness to work overtime.
- Some positions may require to lift, to carry, to bend and to set down equipment weighing up to 20 kg.
- Ability and willingness to travel across Canada.
- Ability and willing to work on-call.

Conditions of employment

Secret security clearance

Reliability Status security clearance

Other information

RECEIPT OF APPLICATIONS WILL NOT BE SENT; ONLY CANDIDATES SUCCESSFUL IN THE SCREENING PROCESS WILL BE CONTACTED.

IMPORTANT: communication of results in the various staffing stages COULD be done UNIQUELY through your account in the Public Service Resourcing System (PSRS); therefore, you have the responsibility to regularly verify your account in order to be aware of the status of your application.

A valid e-mail address must be provided. The Selection Board will communicate with candidates by e-mail to provide/request information and to invite candidates to attend any portion of the assessment. Please include a valid e-mail address that you check frequently. Please ensure that your email settings are set appropriately. If your email settings are too restrictive, emails from the hiring department may be detected as spam and automatically deleted.

Please note that candidates may be required to meet the asset qualifications for the screening process.

Candidates whose applications are retained for further consideration may be required to travel to attend an interview or for the administration of a test. If you are asked to travel in relation to this appointment process, you should direct any questions you have about travel entitlements to the hiring organization, when contacted, and they will provide you with the necessary information.

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

A written exam may be administered.

Interviews may be conducted.

Reference checks may be conducted.

Successful candidate(s) must meet and maintain the Conditions of Employment throughout their employment.

Candidates will need to provide proof of their education credentials at a later time in the process. Candidates with foreign credentials must provide proof of Canadian equivalency. Consult the Canadian Information Centre for International Credentials for further information at http://www.cicic.ca/indexe.stm

All job applications must therefore be submitted through the Public Service Resourcing System (PSRS). Following are some of the benefits associated with applying on-line:

1- 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.
2- Applicants can modify their application/resume at any time BEFORE the closing date indicated on the job advertisement.
3- Applicants can verify the status of their applications, at any time.
4- Applicants can be notified electronically of tests or interviews and results.
5- 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.

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

Applicants with disabilities: If you require a technical aid or an alternative method of assessment to ensure an equitable assessment of your qualifications, please indicate so in your application.
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.

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.