IT Support Analyst

Important messages

We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request special accommodation. All information received in relation to accommodation will be kept confidential.

Information on accommodation for persons with disabilities

All information must be provided through the “apply online” application process. Do not fax, mail, email or drop-off a hard copy application as these will not be accepted. To apply in an alternate format due to disability, you must contact the email address indicated in the "Contact information" section below PRIOR to the Closing Date.

Intent of the process

Anticipatory staffing: This process will serve to create a group of qualified candidates which may be used to staff similar positions with various language requirements and tenures at Veterans Affairs Canada.

Positions to be filled: 1

Information you must provide

Your résumé.

A list of the courses you have taken as well as any courses that you are taking now, or that you will be taking this academic year

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 systems management, or another specialty relevant to the position to be staffed.

Note: 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.

Degree equivalency

EXPERIENCE

o Recent and significant experience in a position responsible for providing IT support and advice.
o Recent and considerable experience in a position responsible for analyzing business requirements to provide IT recommendation or solutions to clients.

o RECENT AND SIGNIFICANT EXPERIENCE refers to the breadth and depth of experience associated with performing the duties in the IT field for a minimum of two (2) years obtained within the last three (3) years.

o RECENT AND CONSIDERABLE refers to the breadth and depth of experience associated with performing the duties in the IT field for a minimum of six (6) months obtained within the last three (3) years.

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

Various language requirements
Bilingual - Imperative CBC/CBC and/or BBC/ BBC

Information on language requirements

Second Language Writing Skills Self-Assessment
In order to help you decide if you should apply to a bilingual position, an optional self-assessment of your writing skills in your second official language is available for you to take before completing your application.

For more information, please consult:
Unsupervised Internet Test of Second Language Writing Skills

ABILITIES

o Ability to communicate effectively orally.
o Ability to communicate effectively in writing.
o Ability to analyze problems.
o Ability to plan, prioritize, and organize work.

PERSONAL SUITABILITY

o Effective Interpersonal Relationships
o Judgement
o Initiative
o Client Service Orientation

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

ASSET EDUCATION

Successful completion of bachelor’s degree in computer science, information technology, information systems management, or another specialty relevant to the position to be staffed.

Degree equivalency

ASSET EXPERIENCE

• Experience as a member of the Canadian Armed Forces.
• Recent and significant work experience in a team responsible for third level desktop support in an enterprise environment of 200 computers or more.
• Recent work experience in troubleshooting and maintaining multiple physical and virtual desktop environments.
• Recent and significant experience in a position (or on a team) whose primary responsibility is providing IT Support Services on site, or by phone to clients.
• Recent experience in documenting technical problems in a call tracking/help desk/service management system.


o SIGNIFICANT EXPERIENCE refers to the breadth and depth of experience in the IM/IT field that would normally be acquired over a period of two (2) years.

o RECENT is defined as experience obtained within the last three (3) years.

OPERATIONAL REQUIREMENTS
• The operational requirement to work non-standard/traditional work hours, and/or overtime, and/or On-Call, and/or physical ability to lift and install IT equipment, will be used for selection for some positions and may become a condition of employment when used.
• Willingness to travel.

Conditions of employment

Reliability Status security clearance - Some positions could require a Secret security level.

Other information

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the targeted groups when you apply.

Information on employment equity

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ASSESSMENT
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A written exam may be administered.

An interview may be administered.

Reference checks may be sought.

All communication relating to this process, including email correspondence, may be used in the assessment of qualifications.

You must provide proof of your education credentials. If you were educated outside of Canada, you must have your certificates and/or diplomas assessed against Canadian education standards. For more information please click on “Degree Equivalency” in the
Education section above.

LEAVE/ABSENCES DURING THIS SELECTION PROCESS:

It is the responsibility of the candidate to notify the Departmental contact of any pre-approved leave throughout the duration of the process in order to facilitate scheduling of evaluations. One (1) alternate date will be possible only if requested for the following reasons: 1) Medical reasons with doctor’s certificate 2) Death in your immediate family 3) Confirmation of pre-approved travel plans or training plans (made before the advertisement posting date) 4) Religious reasons or another reason that is considered reasonable by the assessment committee.

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OFFICIAL LANGUAGE
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Persons are entitled to participate in the selection process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

Official language proficiency: due to its unique character, this essential qualification could be assessed and required solely upon appointment. It is therefore the candidate’s responsibility to inform the person in charge of the selection process if he/she obtains the linguistic requirements after the pool has been established. Also, a person who initially failed linguistic testing could be introduced into the pool of qualified candidates during the pool’s validity period if he/she is assessed again through another selection process or following linguistic training.

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COMMUNICATION
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It is the candidate’s responsibility to inform the Departmental contact involved in this selection process of any change of contact information during the selection process and during the validity period of the pool.

Candidates must provide a valid email address as communication for this process will be conducted by email. It is the responsibility of the candidate to ensure accurate contact information is provided and updated as required. Candidates who apply to this selection process should include an email address that accepts email from unknown users (some email systems block these types of email).

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OTHER INFORMATION
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Candidates must meet all the essential qualifications to be appointed to a position.

Management may choose to invoke an asset(s) at any point of the process.

Please note that achieving the pass mark on any of the assessments used does not mean you will move forward in the selection process. Management may decide to use a score that is higher than the pass mark on any of the evaluations used throughout the selection process. Management may also decide to use top-down selection at any stage of the process.

Indeterminate employees at the same group and level or equivalent could be considered for deployment. If no deployment is made, applicants from other groups and levels will be considered in the advertised appointment process.

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.