Service Desk 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

Intent of the process

This process will be used to staff one indeterminate, full-time CS-01 position (Bilingual Imperative BBB/BBB). A pool of qualified candidates will be established and may be used to staff similar positions with different language requirements and tenures.

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:

• 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.
• 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.
• 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:

• Significant* experience in working as a Help Desk specialist in an enterprise IT Service Desk environment **, providing first-line IT support.
• Significant* experience in working as a Help Desk specialist in an enterprise IT Service Desk environment **, using at least one of the industry standard Information Technology Service Management (ITSM) tools specified in the following website: (www.itsmportal.com/tools).
• Significant* experience in creating and modifying user accounts in Active Directory in a Windows Server 2003 or newer environment.
• Significant* experience in creating and modifying mailboxes in MS Exchange 2003 or newer environment.
• Significant* experience in providing remote desktop support.

*Significant is defined as experience normally acquired over a minimum of two (2) years.
** Enterprise IT Service Desk environment is defined as a Service Desk for a large organization governed by common policies and/or directives.

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

Various language requirements
English Essential
Bilingual Imperative BBB/BBB

Note: Other possible language requirements and profiles may be established as positions become available.

Information on language requirements

Knowledge:

• Knowledge of PC configuration, maintenance, and networking.

Competencies:

• Demonstrating integrity and respect
• Thinking things through
• Working effectively with others
• Showing initiative and being action-oriented

Ability:

• Ability to work with minimal supervision.
• Ability to process information and organize resources to solve problems.
• Ability to work in a stressful environment.
• Ability to communicate effectively in writing.
• Ability to communicate effectively orally.

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

Occupational Certification:

• A+ Certification
• Professional qualifications related to Information Technology support.

Experience:

• Experience in the use of ASSYST Information Technology Service Management (ITSM) tool.
• Experience working in a military environment.

Knowledge:

• Knowledge of DND policies and directives related to information technology, operational planning, change management and IT security.
• Knowledge of military organizational and rank structures.

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

• Willingness and ability to travel.
• Willingness and ability to work weekends/shiftwork.
• Willingness and ability to attend employer required training.

Conditions of employment

Reliability Status security clearance

• Some positions may require a Secret security clearance.
• Possess and maintain a valid Class 5 driver’s licence issued by the Province of New Brunswick or the equivalent in another province.
• Must be able to obtain and maintain a valid DND 404 driver’s licence.

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

Candidates must meet all essential qualifications in order to be appointed to the position. Other qualifications may be a deciding factor in choosing the person to be appointed.

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

Applicants must apply on-line. Persons with disabilities preventing them from applying on-line are asked to contact 1-800-645-5605.

All information pertaining to the process will be sent by email. It is therefore your responsibility to verify your email account for new communication regarding this selection process on a regular basis.

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.