Support Technician, Infrastructure

Update: Vaccination - Condition of Employment has been updated and mandatory vaccination information added in the Other Information section.

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

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.

What makes inventories different from other job advertisements? You only need to apply once, but can be considered for different job opportunities. Don’t worry, even if your application is not selected for one job, your application remains in the inventory and can be selected again for the entire duration that the inventory remains open. As an applicant, you can go back and update your resume at any time.

Duties

The Department of Justice Canada IT Service Desk is the single point of contact for employee IT issues and questions, and it’s essential for the ongoing business of the Department. As part of our Service Desk modernization project, we are seeking technical support specialists to provide departmental employees with effective remote as well as on-site technical support.

The project includes the transition to a new and more modern IT Service Management (ITSM) tool and contact centre telephony infrastructure.

Work environment

***The Department of Justice Canada is currently recruiting talented, skilled and passionate IT specialists! ***
Looking for a rewarding and meaningful career in IM/IT? Want to ensure that the right tools get the right information to the right people at the right time to inform the right decisions? Looking to work in a collaborative and mutually supportive team environment?

***What can you expect working at Justice Canada? ***
IT specialists work in partnership with Shared Services Canada to deliver IT services to all of Justice’s offices in Ottawa and across the country. If you’re looking for challenges, you will have an opportunity to gain valuable work skills with experienced team members.

Our priorities are delivering digital services to Canadians, legal services to Government and leveraging internal digital services and data to enable the delivery of a modern justice system and high-quality legal services to the Government. We look to new methods, tools and ideas to improve how we design, build and deliver services. Justice Canada is unique in the federal Government with clients located across the country, and within some 40 federal departments and agencies. Our IT organization is designed to provide both strategic and operational functions.

LIKE WHAT YOU READ? Then make a difference and consider a career with Canada’s largest law firm!

Intent of the process

Inventory. A pool of partially qualified candidates may be established to staff similar positions in various locations within the Department of Justice with various tenures (indeterminate, term, casuals, acting appointments, deployments, secondments/assignments and Interchange Canada), various language requirements and various security levels.

If a pool is established following this selection process, all federal organizations listed in Schedules I, IV and V of the Financial Administration Act (FAA) will be able to use it in order to staff similar positions across Canada. By applying to this process you consent to your personal application-related information being shared with other government departments interested in staffing similar positions.

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:

(ED1) 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. 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

EXPERIENCE:

(EX1) Experience providing on-site or remote IT Support Services to clients.
(EX2) Recent* experience configuring AND supporting personal computer hardware in a MS Windows network environment.
(EX3) Recent* experience configuring AND supporting software in a MS Windows network environment.

*Recent experience is defined as experience acquired within the last three (3) years of work.

If you possess any of the following, your application must also clearly explain how you meet it (other qualifications)

EXPERIENCE:

(AEX1) Experience utilizing SCCM (System Center Configuration Manager).
(AEX2) Experience within a call center environment or within an IT support service environment.
(AEX3) Experience using Microsoft Active Directory.
(AEX4) Experience in supporting, installing and troubleshooting smartphone devices.
(AEX5) Experience in the installation and support of audio/visual systems or videoconference systems.
(AEX6) Experience utilizing an Information Technology Service Management (ITSM) software tool.

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

Various language requirements
Language Profiles: English or French, English essential, French essential, Bilingual Imperative BBB/BBB

Information on language requirements

COMPETENCIES:

(C1) Client Focus
(C2) Teamwork
(C3) Showing initiative
(C4) Dependability
(C5) Analytical thinking

ABILITIES:

(A1) Ability to analyze and resolve IT problems for end users.
(A2) Ability to work under pressure and manage multiple priorities.
(A3) Ability to communicate orally.
(A4) Ability to communicate in writing.

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

CERTIFICATION ASSETS:

(AC1) Certification CompTIA A+ or ITIL

• The Department of Justice is committed to maintaining a representative workforce reflective of Canadian society. In support of achieving a diversified workforce and our employment equity goals, qualified candidates who self-declare in a staffing process as members of Aboriginal peoples, persons with disabilities, visible minorities and/or women may be selected for appointment to fulfill organizational needs.

• Willingness and ability to work overtime, often on short notice, as required.
• Willingness and ability to travel on occasion.
• Willing and able to lift, carry and place heavy objects of up to 20 kg in a safe manner.

Conditions of employment

Various Security Clearances: Reliability and Secret. Depending on position to be staffed.

The hiring department is responsible for the Personnel Security Clearance process. Typically to be eligible for a "Reliability" clearance, you must provide residence information for the last five (5) years and to be eligible for a "Secret" clearance, you must provide residence information for the last ten (10) years. The process may involve reference inquiries, verification of qualifications, criminal records checks, credit checks (if required) and fingerprints.

Vaccination - All employees of the core public administration are required to be fully vaccinated against COVID-19 and attest to their vaccination status unless accommodated based on a medical contraindication, religion, or another prohibited ground for discrimination as defined under the Canadian Human Rights Act.

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

-The Department of Justice encourages persons with priority entitlements to self refer to our selection processes in circumstances where they believe to meet the essential qualifications of the advertised position.
-Please note that applications received through any means other than the www.jobs.gc.ca website will not be considered.
-Random selection may be used.
-Top down selection may be used at any point during the assessment phase.
-Candidates may be required to meet some of the asset qualifications depending on the requirements of the specific position being staffed. Asset qualifications may be used to in order to manage the number of applicants for this inventory.
-Extractions from this selection process will be ongoing. Results from previous extractions will be deemed valid for future extractions.
-Please note the first extraction from this selection process may be as early as January 17, 2020.
-An interview will be administered.
-A written exam may be administered.
-Reference checks will be completed.
-Any travel expenses incurred by candidates to attend evaluations under this selection process will be the candidate's responsibility.
-Proof of education will be required prior to the start date of the offer of employment. If you have a foreign degree(s), you will have to provide proof of Canadian equivalency.
-Communication for this process will be sent via e-mail. It is the responsibility of the candidate to ensure that a current and valid e-mail address is provided with their application and that it accepts messages from unknown senders.
-Any communication with the candidates through this staffing process may be used to evaluate qualifications listed and other qualifications.
-Other qualifications not mentioned on this advertisement may be assessed depending on the position to be staffed.

- On October 6, 2021, the Government of Canada announced details of its plans to require vaccination across the federal public service.

As per the new Policy on COVID-19 Vaccination for the Core Public Administration Including the Royal Canadian Mounted Police, federal public servants in the Core Public Administration and members of the RCMP must attest to their vaccination status. The requirement for employees to be fully vaccinated applies whether they are teleworking, working remotely or working on-site. This is a condition of employment and it applies to indeterminate (permanent), determinate (term), casual, and student hiring. Should you reach the point in the selection process where it is necessary to verify terms and conditions of employment then the hiring manager or a human resources representative will contact you in order to complete an attestation.

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.