HelpDesk Technician

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

The client organization will accept applications on-line only. All job applications must therefore be submitted through the Public Service Resourcing System.

Following are some of the benefits associated with applying online:

- Applicants can create a profile and a resume that can be used when applying for other processes without having to recreate a new application each time.
- Applicants can modify their application/resume at any time BEFORE the closing date indicated on the job advertisement.
- Applicants can verify the status of their applications, at any time.
- Applicants can be notified electronically of tests or interviews and results.
- For some jobs, applicants will find important information, namely the job questionnaire and a complete statement of merit criteria that are only available when applying on-line. To submit an application online, please select the button "Apply Online" below.

When answering the screening questions, remember that the assessment board cannot make assumptions about your experience. It is insufficient to mention that you have the required qualifications or to list your current or past duties. Rather, using this tool, candidates must demonstrate how they meet the education and experience criteria listed in the job opportunity advertisement by providing clear and concrete examples.

Clear and concrete examples are defined as illustrations in which you fully explain the actions, considerations and steps you completed in order to gain the experience you are describing. This detailed contextual information will be used by the board members reviewing your submission to assess whether you have sufficient experience in a relevant field to complete the tasks which will be assigned to you should you be considered for this position. 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. Such examples usually require a minimum of ½ page to describe and a maximum of 2 pages. In order to facilitate this process, you may wish to start your submissions with a sentence similar to: “A clear and concrete example of a situation where I did X is a situation which occurred on Y date and my role in this activity was to...”.

Resumes will be used as a secondary source of information and strictly to validate the concrete examples you will have described in this tool.

Duties

The Office of the Secretary to the Governor General assists and supports the Governor General of Canada at home and abroad. It is a dynamic, high-energy and historically rich organization that has operated since Confederation. We are looking for an exceptional individual to join our Informatics team. This person must be willing and able to serve at the highest levels of our government to provide the technical assistance and levels of service needed for such a unique department.

Within this small government department, the members of our informatics team have the opportunity to apply their skills to a wide variety of IT services, projects and initiatives. This position requires the ability to be flexible, to think quickly and critically, to be professional and to provide the highest levels of client service. The position requires travel to Rideau Hall in Ottawa and the Citadelle in Québec, to work overtime at short notice and to be a part of a cohesive team of IT professionals.

Work environment

The Office of the Secretary to the Governor General (OSGG) is a small department part of the Core Public Administration (CPA) and is located on the historic grounds of Rideau Hall, at 1 Sussex Drive, in Ottawa.

The Office is a stimulating environment where team spirit and friendliness mix with professionalism and service excellence.

As an OSGG employee, you would work in a unique building only a few minutes from downtown Ottawa and Gatineau. The site has many amenities, including a gym, with lockers and showers, and a wonderful cafeteria. Bus routes and bike/jogging paths are nearby. The desks in our workplace environment are adaptable to your style. You can also take advantage of our well-being activities, such as yoga, organized walks and skating on the rink.

Intent of the process

The purpose of this selection process is to staff one (1) indeterminate position.

A pool of qualified candidates may be established to staff identical or similar positions with various language requirements and tenures within the Office of the Secretary to the Governor General (indeterminate, acting, deployment, secondment or assignment).

Employees at the same group and level or equivalent may be considered for a deployment before all the other candidates. However, if no deployment is made, applicants from other groups and levels will be considered in this advertised appointment process. This selection process may be used to staff similar positions at this group and level.

Positions to be filled: 1

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.

Degree equivalency

EXPERIENCE
E1 - *Recent experience in the provision and support of Information Technology (IT) services, where the emphasis is on providing high-quality client service for a small organization (250 users).
E2 - Experience identifying and analyzing symptoms and conducting research to resolve underlying problem(s).
E3 -*Recent experience in the use of IT Services Management tool.
E4 - *Recent experience supporting wired and wireless telecommunications.

* Recent experience is defined as within the last three years.

KNOWLEDGE
K1 - Knowledge of hardware and software within a domain-based network environment.
K2 - Knowledge of current Microsoft products and operating systems;
K3 - Knowledge of physical network functions and related troubleshooting practices.
K4 - Knowledge of wired and wireless telecommunications services and systems.

ABILITIES
A1 - Ability to cope well under pressure of deadlines with multiple conflicting priorities.
A2 - Ability to diagnose and resolve technical issues.
A3 - Ability to communicate effectively orally and in writing.
A4 - Ability to document troubleshooting steps and resolutions to technical problems in an IT service management system.
A5 – Ability to work in a client service environment.

PERSONAL SUITABILITIES
PS1- Effective Interpersonal Skills;
PS2- Attention to detail;
PS3- Initiative;
PS4- Diplomacy;
PS5- Judgment.

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

ABILITY
1- Ability to work with minimal supervision.

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

Bilingual - Imperative (BBB/BBB)

Information on language requirements

Conditions of employment

Secret security clearance

1- Willingness to travel.
2- Willingness to work overtime on short notice.
3- Hours of work between 8:00am to 5:00 pm.

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 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.

1. Acknowledgement of receipt of applications will not be sent.

2. Persons are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate their preferred language in their application.

3. For this selection process, the Office of the Secretary to the Governor General will communicate with candidates by email. Applicants must include in their application a valid email address that is functional at all times and accepts messages from unknown users as some email systems block certain types of email.

4. Candidates who have valid second language evaluation (SLE) results are to provide proof of their test results. It is the responsibility of those candidates who do not have their results to obtain them from the Public Service Commission (PSC). http://www.psc cfp.gc.ca/ppc-cpp/test-examenresult/result-eng.htm.

5. Please note that all Notifications related to this process will be posted on the Public Service Resourcing System (PSRS). It is your responsibility to check for notifications on the PSRS site to avail yourself of the right to informal discussion with the manager and/or recourse to be submitted to the Public Service Labour Relations and Employment Board.

6. Various assessment tools may be used in this selection process, such as a written exam, an interview, references check, etc.

7. INFORMATION TO BE PROVIDED:
Candidates must provide the following information when submitting their application on jobs.gc.ca (Public Service Resourcing System, PSRS):
- A résumé.

8. When submitting an application to this selection process, you will be prompted to answer screening questions concerning the essential education and experience qualifications, as well as asset qualifications.

9. 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. Information on your described skills, experience, etc. provided in the screening questions should be supported by your resume. Failure to provide the above information in the format required may result in your application being rejected from the process. Candidates may not be solicited for incomplete or possible missing information.

10. Resumes may be used as a secondary source to validate the experience, education, as well as asset qualifications described in the screening questions.

11. Although the asset qualifications are not mandatory, they may be an important factor that will be considered for specific positions being staffed. Therefore, if you meet the asset education and experience, it is to your advantage to demonstrate this in your application as well.

12. Please ensure that your personal record identifier (PRI) is included in your resume and/or application form.

13. TRAVEL RELATED TO THE SELECTION OR APPOINTMENT PROCESS
Please note that candidates (including employees of the Public Service) will not be considered to be in travel status or on government business and that travel costs will not be reimbursed. Consequently, candidates will be responsible for their travel costs.

14. A security check will be administered and proof of citizenship, education, and at least 2 recent work references with names and applicable phone numbers will be required. Security Check will include a credit check and fingerprinting. Successful candidate(s) must meet and maintain the Conditions of Employment throughout their employment.

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.