Technical Analyst – End User Services

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

*** NOTE: Candidates MUST submit their application through the online system available at: GC jobs. Applications submitted in any other format will not be accepted. If there are limitations or special circumstances preventing you from submitting your application via the PSRS online portal, you must contact the CBSA Recruitment team AND receive approval to apply via an alternate means PRIOR to the closing date.

When submitting your application to this selection process, you will be required to answer screening questions to demonstrate how you meet the Essential Qualifications (Education and all Essential Experiences) as well as any Asset Qualifications (if applicable).
 
When answering the screening questions, remember that the assessment board cannot make assumptions about your Education and Experience. It is not sufficient to say that you have the required qualifications or to list your current or past responsibilities. Rather, you must provide concrete examples with significant details to explain WHEN, WHERE and HOW you acquired each qualification. 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.
 
Candidates must also submit a resume with their application, which will only be used to validate the information provided in their answers to the screening questions.
 
Should your responses to the screening questions contain insufficient details to demonstrate that you meet the screening criteria, your application will not be given further consideration in this process. Candidates will not be solicited for incomplete or possible missing information.

Duties

Our support team is responsible for providing technical software and hardware support to a diverse client base. We provide solutions to client requirements in a dynamic and fast-paced environment. You will be providing technical support to live production and test systems. You will be working with: Windows 7, Windows 10, Office 2010/2013, Active directory as well as many in house applications.

This position will allow you to further develop in the areas of communication, teamwork and customer service skills as well as fast paced troubleshooting skills and techniques.

The challenge will be to meet customer expectations with a high degree of satisfaction. You will be part of a dynamic team, and together, responsible for your customer’s success.

Intent of the process

The immediate need is to staff positions within the Enterprise Services Directorate of the Information, Science and Technology Branch.

A pool of partially qualified candidates may be established from this selection process and may be used to staff similar positions with various tenures, various linguistic profiles as well as various security clearances within the Canada Border Services Agency.

NOTE: For specific opportunities, candidates may be evaluated further on qualifications that are deemed necessary, whether or not these qualifications have been listed on the job advertisement.

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)

We encourage you to identify any skills, competencies and/or experiences you acquired through a career with the Canadian Armed Forces.

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.

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. They must be accepted as having met the minimum education standard whenever this standard is called for when staffing positions in the CS group.

Degree equivalency

EXPERIENCE:

- Recent* and demonstrated** experience with IM/IT platforms, technologies or specialties.
- Experience installing, configuring, and troubleshooting microcomputer hardware and software in a standardized networked environment.

* Recent experience is defined as experience acquired within the last five (5) years.
** Demonstrated experience is defined as a minimum of two (2) years hands-on work experience.

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

Various language requirements
- English Essential
- Bilingual Imperative BBB/BBB

Information on language requirements

ABILITIES AND SKILLS:

- Analytical thinking.
- Ability to communicate effectively orally.
- Ability to communicate effectively in writing.

PERSONAL SUITABILITY:

- Teamwork.
- Initiative.

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

ASSET QUALIFICATIONS :

EDUCATION:

- Successful completion of an educational program from a recognized post-secondary institution with acceptable specialization in computer science, information technology, information management or another specialty relevant to the position to be staffed.

Degree equivalency

CERTIFICATION:

- ITIL Certification.

EXPERIENCE:

- Recent* and demonstrated** experience in scripting.
- Experience using network concepts such as Lan, Wan with TCP or IP.
- Experience using Microsoft network infrastructure including Active Directory.
- Experience using mobile devices and Operating systems.
- Experience implementing processes and methodologies of the Information Technology Infrastructure Library (ITIL).

* Recent experience is defined as experience acquired within the last five (5) years.
** Demonstrated experience is defined as a minimum of two (2) years hands-on work experience.

ORGANIZATIONAL NEEDS:

- Placement of Canada Border Services Agency employees affected by Workforce Adjustment.

OPERATIONAL REQUIREMENTS:

Some positions may require:

- Willingness and ability to work overtime on short notice.
- Willingness and ability to work flexible hours.
- Willingness and ability to travel within the National Capital Region.
- Willingness and ability to be on standby.
- Willingness and ability to be on call-back.

Conditions of employment

- Reliability Status security clearance.

- Some positions may require a Secret security clearance.

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

***************************
ASSESSMENT
***************************

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

You may be assessed using a variety of assessment tools, such as, but not limited to: standardized tests, written exams, interviews, simulation exercises, reference checks, recent and past performance evaluations, self-assessments, candidate achievement record, etc.

Please note that your overall conduct and communications, including email correspondence, throughout the entire process may be used in the assessment of qualifications and competencies.

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 5) Participation in an assessment for another selection 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.

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

***************************
OFFICIAL LANGUAGE
***************************

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 could be assessed and required solely upon appointment. Each candidate can only undergo SLE testing one time within the context of an appointment process. 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.

***************************
COMMUNICATION
***************************

Communication for this process will be sent via email. Applicants MUST check their e-mail accounts frequently as there may be a deadline for responses.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). Please note that we will have to consider that you are no longer interested in participating in the selection process and that you have withdrawn your candidacy should you not provide us with an up-to-date email address or respond to our communications.

If you need to communicate with us during any stage of this process, please indicate the selection process number in the subject field of your email.

***************************
OTHER INFORMATION
***************************

Please ensure that your Personal Record Identifier (PRI) is included in your application.

Acknowledgement of receipt of applications will not be sent; we will contact candidates when the screening process is completed.

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.