Technical Support Specialist

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

COMMUNICATION DURING THIS PROCESS

For this selection process, our intention is to communicate with the candidates by email. Candidates who apply to this selection process must include in their application a valid email address and make sure that this address is functional at all times and accepts messages from unknown users (some email systems block these types of email). If you do not wish to receive your results by email, it is your responsibility to inform us.

Candidates must check their email accounts frequently as there may be new communication regarding this process or a deadline for response. Responses provided after the indicated deadline may not be accepted.

ABOUT US

If you are passionate about promoting Canada’s linguistic duality and want to ensure that Canada has an inclusive culture that respects the language rights of its citizens, the Office of the Commissioner of Official Languages invites you to apply!

Work environment

The Office of the Commissioner of Official Languages (OCOL) is a small organization of 160 employees that offers a positive, collaborative and bilingual work environment.

The Commissioner of Official Languages is mandated by Parliament. He is therefore independent from the government, but his staff are members of the federal public service and benefit from all the related advantages, including flexible work, competitive salaries and professional development.

OCOL has a Workplace 2.0 fit-up with open-concept offices, quiet rooms, meeting rooms and collaborative areas for team work. Employees are equipped with laptops and have WI-FI access throughout the office space. The eco-friendly building is located at 30 Victoria St. in Gatineau and is close to public transit, parking, bike and walking paths, shops and services. The building offers indoor bike storage as well as change rooms with showers.

Intent of the process

There is currently a staffing need to staff one position on an indeterminate basis.

A pool of qualified candidates resulting from this process may be established and used to fill this position and similar positions with various tenures and security requirements. All federal organizations listed in Schedules I, IV and V of the Financial Administration Act may use this staffing process to appoint a candidate to its organization in a similar position if a pool is created and in consultation with human resources / management.

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.

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 a 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.

Degree equivalency

EXPERIENCE

EXP1 – Recent* experience with providing Information Technology (IT) support in a Client Services Environment within a Helpdesk or Desktop Support environment.

EXP2 – Experience in installing, configuring, maintaining and repairing hardware and peripheral devices such as WAN/LAN equipment, telecommunications hardware, computer hardware, printers, or smartphones.

EXP3 – Experience in configuring and using Microsoft Office programs (Word, Outlook, Excel and PowerPoint).

EXP4 - Experience in installing, maintaining and repairing Microsoft Windows 7 or Microsoft 10 Operating System.

* Recent experience is defined as experience gained within the last two (2) years.

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

ASSET QUALIFICATIONS

CERTIFICATION

Valid IT Certification in one or more of the following areas:
• CompTIA A+
• Certified Novell Administrator (CNA)
• Microsoft Certifications (MCP, MCSA, MCSE, MCDBA)
• Information Technology Infrastructure Library (ITIL) Foundations Essentials

EXPERIENCE

AEXP1 – Experience with call resolution processes within a Helpdesk or Desktop Support environment using IT Service Management Tools such as ticket tracking systems.

AEXP2 – Experience in one or more of: software license management, software configuration management, software standardization, software contract management.

AEXP3 – Experience working with Discovery Tools such as SCCM, SolarWinds, Manage Engine or What’s Up Gold.

AEXP4 – Experience analyzing requirements, developing and delivering proposal for IT Asset Software Management.

AEXP5 – Experience in IT Asset Management Life-Cycle, from planning to disposal (including acquisition, management and re-allocation).

AEXP6 – Experience supporting remote users.

AEXP7 – Experience working with corporate applications, such as Content Server or Microsoft CRM.

AEXP8 - Experience administering accounts and/or roles and permissions in one or more of:
• Microsoft Exchange
• Active Directory
• BlackBerry BES/UEM

AEXP9 - Experience configuring and supporting smartphones.

AEXP10 - Experience supporting boardroom audio-visual or video-conferencing systems.

AEXP11 - Experience writing procedures for fellow colleagues or end users.

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

Bilingual - Imperative (BBB/BBB)

Information on language requirements

KNOWLEDGE

K1 – Knowledge of troubleshooting techniques and problem escalation procedures in an IT environment
K2 – Knowledge of IT current trends
K3 – Knowledge of IT Asset Life-Cycle Management
K4 – Knowledge of ITIL best practices

ABILITIES

C1 – Ability to communicate effectively in writing
C2 – Ability to communicate effectively orally
C3 – Ability to prioritize tasks and meet deadlines.
C4 – Ability to provide guidance to clients in an IT environment
C5 – Ability to work as part of a team.

PERSONAL SUITABILITY

QP1 – Initiative
QP2 – Judgment
QP3 – Client service orientation

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

ORGANIZATIONAL NEEDS

The Office of the Commissioner of Official Languages is committed to having a skilled and diversified workforce representative of the population it serves. In support of its strategy to achieve its employment equity goals, selection may be limited to candidates self-identifying as belonging to one of the following Employment Equity groups: Aboriginal Persons, Visible Minorities and Persons with Disabilities.

OPERATIONAL REQUIREMENTS

Willing and able to work overtime as required.

Conditions of employment

Reliability Status 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 designated groups when you apply.

Information on employment equity

APPLYING

All job applications must be submitted ONLINE ONLY through the Public Service Resourcing System. Persons with disabilities who cannot apply online are asked to contact the following number, 1-800-645-5605. Acknowledgment of receipt of applications will not be sent; we will contact candidates when the screening process is completed.

EVALUATION

Completing the screening questionnaire is mandatory for this selection process.

Applicants are entitled to participate in the selection process in the official language of their choice. Applicants are asked to identify which language they are interested in being assessed for on their application. Candidates will be asked to undergo the PSC Second Language Evaluation (SLE) or provide valid SLE results. To obtain a copy of SLE results, candidates may make a request at the following website: http://www.psc-cfp.gc.ca/ppc-cpp/test-examenresult/tst-rslt-examn-eng.htm. For more information on SLE, visit the following website: http://www.psccfp.gc.ca/ppccpp/sle-els/cand-info-cand-eng.htm.

Your answers to the screening questionnaire and résumé may be used to evaluate your ability to communicate effectively in writing.

A written test and an interview may be administered. Interviews may be conducted in person, by phone or by videoconference.

Reference checks may be sought to validate information and/or to obtain further information.

A top-down approach and/or random selection may be invoked at any stage in this process to limit the number of candidates or for appointment purposes.

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 travel costs. Minimal reimbursement of relocation expenses could be offered if the selected candidate moves as a result of an employment offer.

MISCELLANEOUS

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

Meeting criteria such as asset qualifications, operational requirements or organizational needs is desirable and may be a deciding factor in choosing the right fit. Asset qualifications could be applied at any step of the selection process.

Proof of Canadian Citizenship and education credentials must be available upon request. Candidates with foreign credentials must provide proof of Canadian equivalency. Consult the Canadian Information Centre for International Credentials for further information at: http://www.cicic.ca/. If you do not have a degree, you may be asked to complete the approved PSC test as an alternative to a university degree.

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.