Senior Help Desk Officer - WE WANT YOU!

Important messages

When you apply to this selection process, you are not applying for a specific job, but to an inventory for future vacancies. As positions become available, applicants who meet the qualifications may be contacted for further assessment.

Please provide a copy of your most recent resume as well as a detailed Cover Letter indicating and explaining how you meet the essential experience as well as any applicable asset experience. These two documents will be the main source of information used by the assessment board to determine whether you meet the essential and asset experience factors. It is your responsibility to substantiate in your cover letter with appropriate examples of HOW, WHEN and WHERE the qualifications were met. Your resume should corroborate the information. Failure to provide the above information in the required format may result in your application being rejected from the process.

In addition, please answer the screening questions in the application with a simple Yes or No. Your explanation to any questions for which you answered “Yes” are to be detailed in your Cover Letter.

Your cover letter and resume may be used to evaluate your ability to communicate effectively in writing. In addition, any correspondence and interaction that takes place, with regards to this process, may be used to evaluate other merit criteria.

Interviews will be conducted and reference checks will be sought.

Work environment

Looking for new opportunities? Perhaps you wish to challenge yourself and work for a department that is committed to finding ways to continuously improve its workplace and build a confident, high-performing workforce?

Then look no further!

DND is a department like no other. DND and the
Canadian Armed Forces (CAF) are together the largest federal government department, and the only department where military members work alongside civilians.

If you want to contribute to protecting Canada and Canadians, then APPLY NOW!

The Department of National Defence (DND) was ranked one of the top employers in Canada, and with good reason. DND employs over 20,000 civilian employees in over 40 locations across Canada and abroad, making it one of the largest federal government department in Canada. As public servants and members of the Defence Team, civilians work side-by-side with Canadian Armed Force (CAF) personnel for the defence of Canada and Canada’s contribution to international security and stability efforts.

In addition, most of our buildings in the NCR provide you with FULL (FREE) ACCESS TO A FULLY EQUIPPED GYM.

Current opportunities are mainly in the NCR Area.

Intent of the process

Are you motivated, enthusiastic and seeking to use your skills and talents working with leading-edge technologies?

We are searching for inspired and eager individuals who wish to pursue a career in a highly diverse, dynamic and ambitious team environment!

We expect to have a lot of interest in this opportunity, so for volume management purposes, a top-down approach, random selection and/or invoking assets may be used at various phases in the process to determine the number of candidates who will be considered.

When you apply to this selection process, you are not applying for a specific job, but to an inventory for future vacancies. As positions become available, applicants who meet the qualifications may be contacted for further assessment and may be used to staff similar positions with various tenure, various linguistic and security profiles, within DND in the NCR, and across Canada.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

A covering letter in 8,000 words (maximum)

Contact information for 3 references.

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, 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.
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
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

**An acceptable combination of education, training and/or experience is defined as a minimum of a High School diploma plus a minimum of 5 years of IM/IT experience.

Degree equivalency

EXPERIENCE

Experience in the provision and support of Information Technology (IT) services in the area of Help Desk or Site Support with the use of commonly used Help Desk tools/products.

OR

Experience in supporting Desktop and Network Operating Systems in a Windows environment or providing customs/COTS application support.

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

Various language requirements
LANGUAGE PROFICIENCY
English Essential, French Essential
Bilingual Imperative BBB/BBB, CBC/CBC, CCC/CCC
Non-Imperative Appointments may be considered as required for BBB/BBB, CBC/CBC, CCC/CCC.

Information on language requirements

ABILITIES
Ability to analyse problems and develop recommendations and action plans.
Ability to prioritize work.
Ability to communicate effectively in writing.
Ability to communicate effectively orally.

PERSONAL SUITABILITIES

Client Service Orientation
Dependability
Flexibility
Effective Interpersonal Skill
Initiative
Team Player
Judgement

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

ASSET EXPERIENCE

Experience supervising a small team (employees and contractors) preferably in a Help Desk or Desktop Support environment.

Experience in creating, reviewing and maintaining technical documentation and Standard Operating Procedures (SOPs).

Experience in the provision and support of Information Technology (IT) services in an organization in the area of Help Desk or Desktop Support environment.

Experience using Government of Canada practices and policies as it relates to the Help Desk/Desktop environment.

ORGANIZATIONAL REQUIREMENTS
Depending on the position being staffed ONE OR MORE of the following may be required:

1) Willingness and ability to work overtime, as required.
2) Willingness and ability to travel, as required.
3) Candidates must be willing and able to work at various sites.
4) Candidates must possess a valid driver license during the duration of employment.
5) Willingness and ability to be on call and provide standby support, as required.
6)Willingness and ability to work as part of a 24/7 staggered shift schedule, which will include working on weekend as required.
7) Hours of Operation: 07:00 - 19:00 Monday-Friday.
8) Willingness and ability to lift up to 20 kg.
VARIOUS OTHER OPERATIONAL REQUIREMENTS COULD BE REQUIRED FOR CERTAIN POSITIONS.

In support of achieving a diversified workforce, consideration may be given to candidates self-identifying as belonging to one or more of the following Employment Equity groups: Aboriginal persons, Visible Minorities, Women and Persons with Disabilities

Conditions of employment

CONDITION OF EMPLOYMENT
Security clearance:
Reliability / Security : RELIABILITY – SECRET - TOP SECRET

Candidates must meet and maintain the above condition of employment throughout their employment.

Other information

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

ONLY ONLINE APPLICATIONS WILL BE ACCEPTED. Résumés received by email will NOT be accepted. To submit an application on-line, please select the button "Apply Online" below.

We will contact candidates by e-mail. Please ensure that your e-mail address is valid and accepts messages from unknown users. It is YOUR RESPONSIBILITY to regularly verify your e-mail and jobs account for all communications regarding this selection process. Should we contact you and you fail to reply within the designated time frames, your application will not be considered further.

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.

You must be prepared to provide proof of citizenship. (Does not apply to internal employees).

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.