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

Tips for applicants who wish to apply:

You may need to first create an account, if you don’t already have one; https://emploisfp-psjobs.cfp-psc.gc.ca/psrssrfp/applicant/page1710? createNewAccntAftPNS=createNewAccntAftPNS&toggleLanguage=en

Once your account is created, applicants can create a profile and upload their résumés.

When it comes time to apply, please provide complete and thorough details of your education and experience. The system will prompt you with specific questions, please ensure to answer the questions, if applicable.

When answering the questionnaire, do not assume that the screening board has any previous knowledge of your background, qualifications, or work history.

You must submit a complete application, consisting of screening questions which clearly demonstrate how you meet the screening criteria (education and experience) and a résumé followed by the text questions. The screening questions will be used as the primary tool in the screening process and the résumé will only be used to substantiate the information provided. A response such as "SEE MY CV /RÉSUMÉ" will not be accepted.

In your response to the screening questions, please provide concrete examples and the following information:
1. Name of the department or organization where the experience was acquired;
2. Title of the position occupied and duration for which you exercised the functions;
3. Specific details of tasks, projects, or accomplishments demonstrating how the experience was acquired.

IMPORTANT NOTICE: Receipt of applications will not be sent; only candidates successful in the screening process will be contacted.

Work environment

Why work with Immigration, Refugees and Citizenship Canada (IRCC)?

We're a department focused on people. Every day our work affects lives across the world. We collaborate with Canadian citizens, sponsors, employers, and educators. We protect refugees, promote citizenship, facilitate the arrival of immigrants and pursue passport innovation.

Our individual efforts have a global impact when, together, we:
• Welcome hundreds of thousands of newcomers each year;
• Help people settle into Canada;
• Reunite families;
• Attract top talent and;
• Find new ways to decide who comes to visit, work or stay.

Our programs and services help meet our country’s needs. Our work helps Canada become more economically, socially, and culturally prosperous.

We’re people helping people in Canada and abroad. We bring people together.

IRCC’s Transformation Digital Solutions Sector (TDSS) is devoted to transforming and modernizing the way IRCC does business and interacts with clients —from processes, to the tools, to the culture. The five branches of the TDSS will are Digital Strategy, Projects, IT Operations, Transformation, and Culture and Change Management.

If you are an innovator, motivator, and a strategic thinker who wants to work for one of Canada’s Top Employers, consider joining the TDSS team.

Intent of the process

This process may be used to establish a pool of candidates that may be used to staff similar positions at an identical or equivalent group and level with various official language proficiencies, various security profiles, various tenures (Indeterminate, Temporary) various locations and various staffing mechanisms at Immigration, Refugees and Citizenship Canada.

Positions to be filled: 15

Information you must provide

Your résumé.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

STEP 1 of the assessment process - INTRODUCE YOURSELF!

Essential Qualifications (When you submit your application, the system will prompt you with a specific question to evaluate how you meet each qualification; please ensure to answer and provide examples on how you gained these 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 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
EXP.1 Experience providing technical support or services on IM/IT related issues.
EXP.2 At least one year of experience working in an IM/IT field.

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

Various language requirements
English Essential
English or French Essential
Bilingual Imperative BBB/BBB

Information on language requirements

STEP 2 of the assessment process – SHOW US & MEET US!

If your application is screened in, you will be invited to demonstrate the following competencies via an evaluation process (exam, interview, or reference check):

COMPETENCIES
C1 Values and Ethics
C2 Adaptability & Flexibility
C3 Effective Interactive Communication
C4 Judgement / Analytical Thinking
C5 Client Service Orientation

STEP 3 of the assessment process – LANGUAGE ASSESSMENT

Depending on the position being staff, we might have positions with various language requirements.

If you are interested in being considered for a bilingual position, Second Language Evaluation (SLE) testing will be administered, as required, using the Public Service Commission’s (PSC) SLE tests. If you would like to prepare yourself for the SLE tests, please visit the Second Language Evaluation information for candidates page: https://www.canada.ca/en/public-servicecommission/services/second-language-testing-publicservice/information-candidates.html

If you have previously been assessed for SLE but do not have a copy of your results, please visit the PSC’s Confirmation of Previous Test Result web page:
https://www.canada.ca/en/public-servicecommission/services/staffing-assessment-toolsresources/staffing-assessment-services-job-seekersemployees/confirmation-previous-test-result.html

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

STEP 4 TELL US MORE - Assets:

We also want to learn more about other experiences you might have gained during your career. Please ensure to answer the questions and provide examples on how you gained these qualifications if the following apply to you.

ASSET QUALIFICATIONS
AEXP.1 Experience working with an incident management tool such as Remedy.
AEXP.2 Experience in the installation, configuration and administration of the Windows 7/10 operating system and Microsoft Office 2013/16.

OPERATIONAL REQUIREMENTS
Ability and willingness to work overtime;
Ability and willingness to work on-call;
Ability and willingness to work virtually;
Some positions may require to lift, to carry, to bend and to set down equipment weighing up to 20 kg.

Conditions of employment

Reliability Status security clearance - or Secret Clearance
STEP 5 of the assessment process - SECURITY CLEARANCE

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 involves reference inquiries, verification of qualifications, criminal records checks, credit checks (if required), and fingerprints.

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

IMPORTANT: communication of results in the various staffing stages could be done uniquely through your account in the Public Service Resourcing System (PSRS); therefore, you have the responsibility to regularly verify your account in order to be aware of the status of your application.

A valid e-mail address must be provided. The Selection Board will communicate with candidates by e-mail to provide/request information and to invite candidates to attend any portion of the assessment. Please include a valid e-mail address that you check frequently. Please ensure that your email settings are set appropriately. If your email settings are too restrictive, emails from the hiring department may be detected as spam and automatically deleted.

Candidates will need to provide proof of their education credentials at a later time in the process. 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/indexe.stm

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

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.