Support Technician (Anticipatory)

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

The screening board committee will use the screening questions for the screening phase (assessment of essential and asset education and experience). The curriculum vitae may be used as a secondary source to confirm the information described in the screening questions. Applications that do not clearly demonstrate that the candidate meets the screening criteria will not be given further consideration.

All screening questions must be answered. It is NOT sufficient to only state that the qualifications are met or to provide a listing of current or past responsibilities. Rather you must clearly demonstrate HOW, WHEN, and WHERE the qualification was met through substantiation by examples as well as the period(s) in which you performed the functions of the positions. You will not have further opportunity to provide additional information.

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.

PLEASE ENSURE YOU READ THE POSTER THOROUGHLY AS THE INSTRUCTIONS CONTAIN IMPORTANT INFORMATION THAT WILL BE REQUIRED IN THE APPLICATION PROCESS. FAILURETO READ THE NOTES AND FOLLOW THE INSTRUCTIONS COULD RESULT IN YOUR APPLICATION MISSING CRITICAL INFORMATION THUS PROVIDING FOR INSUFFICIENT INFORMATION FOR THE ASSESSMENT BOARD TO COMPLETE YOUR ASSESSMENT AND RESULTING IN YOUR ELIMINATION FROM THE PROCESS.

Intent of the process

Anticipatory staffing. A partially-qualified pool of candidates will be established which may be used to staff similar positions with various tenures (Acting, Assignment, Deployment, Indeterminate, Secondment, Specified period) , security and other conditions of employment within the Department of Canadian Heritage as well as in other departments across the Public Service.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

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 or an acceptable combination of education, training and/or experience.

Definition of combination of education, training and/or experience:
A candidate who does not meet the minimum education must have at least 1 years of IT related experience.

Degree equivalency

Experience:
• Recent* experience in providing (on-site or by phone) IT support and IT services to clients at all levels**.
• Experience in installing, configuring and troubleshooting Microsoft Windows 10, Microsoft Office 2013 and Outlook 2013.
• Experience in working with an IT call tracking system in order to enter and log IT requests.
• Experience in supporting and troubleshooting remote access services using Citrix, RSA and Cisco VPN technology.

* Recent experience is defined as experience within the last two (2) years.
**Clients at all levels is defined as standard, executive and VIP clients.

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

Bilingual - Imperative (BBB/BBB)

Information on language requirements

Knowledge:
• Knowledge of troubleshooting hardware and software in a Microsoft Windows 10 environment.
• Knowledge of configuring and supporting Microsoft Office 2013.
• Working knowledge of Microsoft Outlook 2013.

Abilities:
• Ability to analyze, resolve and document IT problems.
• Ability to communicate effectively in writing.
• Ability to communicate effectively orally.
• Ability to plan and organize.

Personal Suitability:
• Teamwork
• Dependability
• Initiative
• Client Services
• Judgement

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

Asset Qualifications

Experience:
• Experience in supporting and troubleshooting Blackberry devices and Android devices.
• Experience in supporting and troubleshooting Government of Canada Secure Remote Access (GCSRA).
• Experience in supporting and troubleshooting Government of Canada Wi-FI (GC Wi-Fi).
• Experience in supporting and troubleshooting Government of Canada (GoC) E-mail Service Delivery Portal.
• Experience in working with the Remedy call tracking system.
• Experience in supporting and troubleshooting Microsoft Surface Pro tablets.

Knowledge:
• Knowledge of troubleshooting within Lotus Notes 8.
• Knowledge of troubleshooting Blackberry devices and Android devices.
• Knowledge of Government of Canada (GoC) E-mail Service Delivery.

Operational Requirements:
• Some positions may require to work overtime/or non-standard hours such as evenings, weekends, holidays etc.

Conditions of employment

Reliability Status security clearance

• Some positions may require the incumbent to work from 10:00 a.m. to 6:00 p.m.
Please indicate on your application if you are willing to work these hours of work.

• Some positions may require the incumbent will be required to lift computer equipment and peripheral hardware that can weight up to 10 kg several times per day.

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

1. Acknowledgment of receipt of applications will not be sent. We will contact candidates when the screening process is completed.
2. Please identify clearly your Personal Record Identifier (PRI), your substantive group and level and your employment status on your resume and/or your application.
3. You must provide the following information when submitting your application: Your résumé and completed questionnaire.
4. Our intention is to communicate with candidates via email. Candidates who apply on this selection process must include in their application a valid e-mail address and have to make sure that this address is functional at all times and accepts messages from unknown users (some email systems block these types of email). It is the candidate’s responsibility to provide any changes to their personal information to the contact person indicated on this job advertisement.
5. Persons are entitled to participate in the appointment process in the official language of their choice. Candidates are asked to indicate their preferred official language in their application.
6. As an equal opportunity employer, the Public Service of Canada is committed to accommodating the needs of persons with disabilities. If you have any health or physical limitations, which may adversely affect your performance during any phase of the appointment process, please indicate to the contact person any accommodation needed.
7. Candidates’ qualifications may be assessed by various tests, interview, role play and/or references.
8. Candidates must meet the essential qualifications to be appointed to a position. However, a person may be appointed to the position even though he or she does not meet any or all of the asset qualifications, operational requirements, or organizational needs. Please note that meeting these criteria may be desirable and may be a deciding factor in choosing the person to be appointed.
9. The client organization will accept applications on-line only. All job applications must therefore be submitted through the Public Service Resourcing System.

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.