Support Analyst / Support 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

INSTRUCTIONS:
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.

When recording your examples, be sure you:
• Provide concrete, specific examples of actions that speak directly to the experience sought.
• Choose examples with sufficient complexity, impact and degree of difficulty that will allow you to illustrate to what extent and depth you have shown the behaviours expected for each qualification.
• Focus on what you did. In referring to an experience achieved in the context of a team, set your role apart from the role(s) of others.
• Please describe the achievements in the past tense. This will help to ensure that you are providing concrete examples, rather than making general statements (e.g. instead of saying “I work well within a team….” you can say “I worked well with a team when….”).
• Use action verbs when describing your experience i.e. lead, managed, organized, planned, prepared, informed, determined, etc.
• Provide all examples in sentence format.
• Each example must include when the example took place, background of each situation, what you did, how you did it, what your role was in the situation, and what was he outcome.

Resumes may be used as a secondary source to validate the experience and education described in the screening questions.

Intent of the process

The intent of this process is to establish a pool of qualified candidates which could be used to staff similar or identical positions with various tenures, various language requirements, and/or various security clearance levels.

Other government departments may use this pool.

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:
EX1 - Recent and significant experience working in an IT operations environment.
OR
EX2 - Recent and significant experience in providing IT support on site or by phone to clients.
OR
EX3 - Significant experience in IT technical investigations, analysis, and providing support.

Experience Definition:
- SIGNIFICANT EXPERIENCE refers to the breadth and depth of experience associated with performing the duties in the IT field for a minimum of six (6) months.
- RECENT is defined as experience obtained within the last three (3) years.

Ability:
AB2 - Ability to communicate effectively in writing will be assessed using the overall written communication throughout the application.

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

Various language requirements
English Essential
Bilingual - Imperative CBC/CBC, BBB/BBB, or BBC/BBC

Information on language requirements

Abilities:
AB1 - Ability to communicate effectively orally.
AB2 - Ability to communicate effectively in writing.
AB3 - Ability to analyze problems.

Personal Suitabilities:
PS1 - Effective Interpersonal Skills
PS2 - Reliability
PS3 - Client Service Orientated

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

Experience:
AEX1 - Experience as a member of the Canadian Armed Forces
AEX2 - Recent experience in documenting technical problems in a call tracking/help desk/service management system
AEX3 - Recent experience working at an Information Technology Service Desk, information Technology Helpdesk or Call Centre

Asset Experience Definition:
- RECENT is defined as experience obtained within the last three (3) years.

ORGANIZATIONAL NEEDS:
VAC is committed to maintaining a representative workforce reflective of Canadian society. In support of achieving a diversified workforce, 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.

OPERATIONAL REQUIREMENTS:
The operational requirement to work non-standard/traditional work hours, and/or overtime, and/or On-Call, and/or physical ability to lift and install IT equipment, will be used for selection for some positions and may become a condition of employment when used.

Conditions of employment

Reliability Status security clearance - Some positions could require a Secret security level.

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

All information must be provided through the “apply online” application process. Do not fax, mail, email or drop-off a hard copy application as these will not be accepted. To apply in an alternate format due to disability, you must contact the email address indicated in the "Contact information" section below PRIOR to the Closing Date.

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ASSESSMENT
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A written exam may be administered.

An interview may be administered.

Reference checks may be sought.

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.

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OFFICIAL LANGUAGE
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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.

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COMMUNICATION
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It is the candidate’s responsibility to inform the Departmental contact involved in this selection process of any change of contact information during the selection process and during the validity period of the pool.

For this selection process, our intention is to communicate with applicants by e-mail for screening/ assessment purposes (including issuing screening results, and sending invitations for written tests and interviews). 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). **It is your responsibility to check your e-mail account regularly to ensure that you do not miss out on any opportunities.

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OTHER INFORMATION
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Candidates must meet all the essential qualifications to be appointed to a position. Management may choose to invoke an asset(s) at any point of the 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.

IMPORTANT MESSAGES
• Successful candidate(s) must meet and maintain the Conditions of Employment throughout their employment.
• Candidates may be required to meet the organizational needs, depending on the requirements of the specific position being staffed.

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.