IT Support Technician and IT Support Analyst

Update: Please note that we amended the Essential Experience Qualification for Essential Education. Candidates that have already submitted their application are required to retrieve it and submit a revised one demonstrating the amended Essential Education.

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 specialized accommodation. All information received in relation to accommodation will be kept confidential.

Assessment accommodation

***ATTENTION*** this job advertisement will be active for 1 year; that’s because it’s an INVENTORY. What makes this different from other job advertisements? Applying to an inventory means you are not applying on a specific position, and furthermore, we will be continuously accepting resumes and conducting assessments for the duration of this advertisement. However, you only have to apply once to be considered for multiple opportunities within the IT Client Service team at the CS-01 and CS-02 level.

Apply now, as we have immediate needs to be filled and we are planning to conduct our first pre-selection of candidates from this inventory in the week of March 25th and as required by operations for the subsequent pre-selections.

We will only be accepting candidate applications from the link "APPLY ONLINE". Applications submitted by email will not be accepted. Should you have any questions about the application process, feel free to reach out to us using the Contact Information listed at the bottom of this job advertisement.

Duties

Due to the critical role technology and emerging digital platforms play within the unique work happening at Agriculture and Agri-food Canada (AAFC), this presents continuous opportunities for IT professionals to build their skills.

IT Client Service (ITCS) plays a key role in supporting the IT needs of thousands of AAFC employees by providing services ranging from standard desktop support to helping with emerging science-specific technologies within our research centers.

IT Client Services is divided into four teams, all of which will be drawing from this inventory to fill multiple vacancies across Canada:

1. IT Centre (service desk). This is the largest ITCS team and is the first line of support for all AAFC users. The team resolves IT requests/issues by phone and email and assigns more complex tickets to other ITCS teams. Responsibilities include: fulfilling user IT requests, desktop troubleshooting, ticket triage, responding to requests and questions stemming from a wide range of standard technical issues. Services are delivered remotely to users across the country. Working for this team provides the critical foundational IT support knowledge and experience required to advance in your career to positions in the other ITCS teams.

2. National IT Client Support Services (NITCSS). This team consists of science and local IT support experts and are located across the country. NITCSS provides support for scientific equipment networking & connectivity and location-specific/in-person access management. Responsibilities include: creating accounts, assisting with network access requests, performing email account administration, deploying laptops, activating and setting up cell phones, and troubleshooting more complex issues. Additionally, this team supports non-standard environments such as specialized science equipment that are housed in AAFC Research and Development Centers.

3. National Desktop Lifecycle Management (NDLM). The team of IT specialists is responsible for defining the national strategy for managing and deploying end-user hardware and software (e.g., provides guidance and expertise for major upgrades and deployments of end-user technologies). This team is also responsible for large-scale IT process and tool definition in line with industry and government standards and trends. This includes architecture and standards, asset planning, acquisition and reporting, as well as patch management activities related to the end-user computing environment.

4. IT Service Management (ITSM). The ITSM team supports the tools and processes used within ITCS. They are the department’s technical authority on the adoption and implementation of strategic process approaches under the ITIL (IT Infrastructure Library) methodology performed by the IT service provider teams. In addition, this team manages change, designs services, maintains the service portal, and performs data analysis and statistical/trend reporting used by AAFC executives for strategic business decision making.

Work environment

At Agriculture and Agri-Food Canada (AAFC) we grow a lot more than you may think. As you might expect, AAFC helps Canadian farmers and the Agri-food industry feed our country, but this is just the tip of the iceberg lettuce! An army of professionals contribute to help and support the growth of Canada's exports, while providing leadership in the growth and development of a competitive, innovative and sustainable Canadian agriculture and agri-food industry.

AAFC offers great benefits, competitive salaries, retirement pension, opportunities for advancement, and so much more!”

Intent of the process

AAFC and CFIA will use this continuous intake inventory to match talented individuals to IT Support Technicians and IT Support Analyst positions for permanent and temporary vacancies at the CS-01 and CS-02 level, with various linguistic profiles, in various security levels, in multiple work locations, for immediate and future needs.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

Responses to the on-line screening questions (complimentary questions)

Work locations for which you wish to be considered

If you wish to be considered for a bilingual position

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

Education Requirements :

The minimum requirement is the 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.

The recognized educational institution (e.g. community college, CÉGEP or university) will determine if the courses taken meet the criteria of a two year a post-secondary program at the institution.

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

The ideal candidates will have the following QUALIFICATIONS:
***Reminder : Qualifications can be acquired through the following; work experiences, co-op term, projects or course work, volunteer or abilities. Furthermore, proficiency levels, depth and breadth, complexity of tasks and scope may be considered to each qualification in order to determine group and level.

-Analyzing requirements, delivering/deploying solutions and providing support in an Information management and Information technology related environment.

-Providing IM/IT technical advice, assistance and recommendations to colleagues or clients.

-Development of continuous improvement initiatives by raising inconsistencies or problems and offering solutions for processes or tools in an IM/IT environment.

-Contributing to IM/IT projects or initiatives.

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

Various language requirements
- Bilingual Imperative* (levels BBB/BBB)
- Bilingual Imperative (levels CBC/CBC)
- English Essential

*Bilingual Imperative : positions in which you must be able to work both in English AND in French (Reading, Writing and Oral proficiency)

Bilingual profiles may be required in the following locations: National Capital Region; Montréal, QC; Québec, QC; Saint-Hyacinthe, QC; Saint-Jean-sur-Richelieu, QC; Sherbrooke, QC; Fredericton, NB; Moncton, NB; Kentville, NS; Charlottetown, PEI.

English Essential profiles may be required in the following locations: Agassiz, BC; Burnaby, BC; Summerland, BC; Regina, SK; Indian Head, SK; Saskatoon, SK; Swift Current, SK; Morden, MB; Winnipeg, MB; Lacombe AB; Lethbridge, AB; Brandon, MB; Guelph, ON; Harrow, ON; London, ON; National Capital Region; Kentville, NS; Charlottetown, PEI; St. John’s, NL.

To read more on language requirements click the link below:

Information on language requirements

To be successful in this role, you will need to demonstrate the following COMPETENCIES:

-Analytical thinking skills to interpret, link, synthesize and analyze information to understand issues.

-Client Focused mindset to identify and respond to client needs and provide client centric service.

-Teamwork by working collaboratively with others to achieve common goals and positive results.

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

The below listed ASSETS are deemed non-essential, but may be considered an asset for some positions. They may be considered throughout different stages of the process or to help in making our final selection. Additional assets may be required.

• A diploma (minimum 3 year program) or degree from a recognized post-secondary educational institution with specialization in Computer Science, Information Technology, Information Management or other specialty relevant to the position.
• A bachelor’s degree or higher from a recognized university or college with specialization in Computer Sciences, Computer Engineering or any other field related to the position.

Degree equivalency

• ITIL Certification
• Experience working with a ticketing system (for example Assyst)
• Experience working with databases and the SQL language
• Experience in developing reports using tools such as Crystal Reports or Excel
• Experience in programming
• Experience in managing multiple endpoint configurations using an enterprise endpoint management solution/technology in a large-scale enterprise environment
• Experience in testing, troubleshooting, deploying and reporting on software updates and patches in a large-scale enterprise environment
• Experience supporting IT acquisition and life cycle management of hardware and software products
• Experience implementing and supporting workstations, laptops and peripherals in a networked environment
• Experience in providing end user support and troubleshooting for mobile devices such as smartphones and tablet computers
• Experience providing enterprise level technical support over the phone or via remote assistance within a large scale organization
• Experience supporting and maintaining business applications in a multi-user environment
• Experience providing IT Client Support services in a complex and large scale users such as Provincial or Government of Canada environment

Selection may be limited to members of the following Employment Equity groups: Aboriginal persons, persons with disabilities, visible minorities, women

Information on employment equity

Operational Requirements:
-Ability and willingness to travel
-Ability and willingness to work overtime
-Ability and willingness to carry and/or manipulate IT equipment such as desktop computers, monitors and printers as required.

Conditions of employment

Secret security clearance - Obtain and maintain various security levels (Reliability ou Secret)

A valid driver’s license may be required for certain positions

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 designated groups when you apply.

Information on employment equity

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Let’s fast forward to the flow of this process; you will want to read this part for sure!

Step 1 – click “Apply Now” and complete your on line candidate profile.

Step 2 – Education and QUALIFICATIONS will be used to conduct our initial evaluation of candidates. We will consider your responses to the complementary online questions and your resume. In addition, you will be asked to provide information about locations you would be willing to reside and work from and if you wish to be considered for bilingual or English only positions.

*Remember, QUALIFICATIONS can be acquired in more ways than one, and could include project or course work, co-op term work, volunteer or work experience.

Don't know how to complete your online complementary questions? Here’s a few tips:
-Stating that you “meet the qualification” and/or listing past or current responsibilities does not represent an acceptable response. Rather, we are looking for concrete detailed examples that clearly illustrate how you meet the qualification.
-Résumés may be used as an additional source to validate the statements you've provided.
-Comments such as "refer to my attached résumé" will not be deemed acceptable responses.

Step 3 – Matching candidates with the right team is important, therefore, candidates who are successful in the initial evaluation (step 2), will be asked to complete a questionnaire on their ASSET qualifications. We wanted to keep this step easy for candidates, so will send you the questionnaire via email and you can complete it at home.

Step 4 – If you’ve expressed interest in bilingual positions, we will be asking you to complete a Second Language Evaluation. If you already have valid results, please provide them to us. If you need to be retested (reading, writing or oral) you will be contacted to make arrangements.

Step 5 – Following the previous steps, if you are shortlisted, we will be assessing candidates based on the COMPETENCIES as listed in the poster. We will provide more information on how to complete this step at the appropriate time.

Step 6 – Candidates moving forward following the last step, will be invited to an interview with our IT hiring managers.

Step 7 – References and other Conditions of Employment will be completed, including the security clearance.

Step 8 – Job Offers


General Information :

As one of Canada’s Best Diversity Employers, AAFC is proud to celebrate our achievement in creating a diverse, respectful, and positive workplace where all employees are valued and recognized for their unique qualities, ideas, voices and perspectives.

We will communicate with candidates either by e-mail and/or via your Public Service GC jobs account. Please ensure that your e-mail address is valid and accepts messages from unknown users. It is your responsibility to regularly check your e-mail and jobs account for communications regarding this selection process.

if you have disabilities preventing you from applying online, please contact the email referenced below under "Contact Information".

AAFC is committed to diversity and inclusion and is proud to be recognized as one of Canada’s best diversity employers. We welcome all applicants and strongly encourage candidates to self-declare if they belong to an Employment Equity designated group (i.e. Aboriginal Peoples, Persons with Disabilities, Visible Minorities or Women).

Persons are entitled to participate in the staffing process in the official language of their choice.

Preference

Preference will be given to veterans and to Canadian citizens, in that order, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.