CS-01/CS-02: IT Support Positions

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

When you apply to this selection process, you are not applying for a specific job, but to an inventory for future vacancies. As positions become available, applicants who meet the qualifications may be contacted for further assessment.

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.

WE’RE HIRING NOW and will be retracting a first round of applications on January 25, 2021. A subsequent round of screening may be conducted at the end of February 2021 or as operational requirements evolve.
A top-down assessment approach will be used. Candidates will be ranked according to the depth and breadth of the competencies they possess. Only the top ranking applicants will be invited to the next phase of assessment.

Work environment

The Department of Finance (FIN) plays a vital role in helping the Government of Canada develop the social and economic policies that will further improve the standard of living and quality of life of Canadians, their families and their communities in the years to come. The IM/IT division provides the Department of Finance with modern, mobile and collaborative tools and services to allow the Department to focus its strategies on developing policies and providing advice to the Government with the goal of creating a healthy economy for Canadians.

FIN has also been named one of Canada’s Top Employers for three years in a row and is one of Canada’s 2019 Top Employers for Young People. The Department also consistently ranks among the best federal public organizations for results to the Public Service Employee Survey (PSES) with particularly strong results for the employees in the CS group. The department fosters a work environment where employees have opportunities to grow, to learn, to progress in their careers and have job satisfaction over the long-term.

The Client Solutions team provides the Department of Finance with:
• An effective IT environment, constantly improving and evolving tools and solutions to support business functions.
• Data analysis and reporting related to all aspects of IT (assets, incidents, client service requests, investigations, etc.) that feed senior management decisions and proactively identify potential issues or concerns.
• Technical expertise and support in account/access management, client service, smartphones, virtual communication/collaboration and VIP support.
• Innovation in hardware and business applications as we move to the cloud

These functions are challenging and versatile, playing a key role in supporting users and enabling a modern workplace. Those selected to join the team will be encouraged to demonstrate creativity in the delivery of operations and will work with many stakeholders in a fast-paced environment.

If you are an IT support specialist with strong analytical and organizational skills who wants to work for one of Canada’s Top Employers, consider joining the FIN team!

*ALL POSITIONS ARE LOCATED AT 90 ELGIN STREET IN OTTAWA, ONTARIO.

Our employees are our single biggest asset and our employees’ health and safety is of the upmost importance.

In keeping with public health guidance, the Department of Finance Canada has established a remote work stance. While the department is working remotely, we are committed to supporting employees with the necessary tools to work effectively from home. A requirement of this position is that the appointed employee(s) report to the office location as required to support employees and perform activities while the Department continues to work remotely.

Intent of the process

The purpose of this process is to imminently staff two positions of IT Support Technician at the CS-01 level and two positions of IT Support Analyst at the CS-02 level on an indeterminate basis, with a linguistic profile of Bilingual Imperative BBB/BBB.

The pool may also be used to staff similar positions on an indeterminate or temporary basis of various tenures at the Department of Finance Canada.

This process has two streams:
STREAM ONE (CS-01): IT Support Technician
STREAM TWO (CS-02): IT Support Analyst

Positions to be filled: 4

Information you must provide

Your résumé.

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

BOTH STREAMS

EDUCATION:

ED1: 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 or an acceptable combination of education, training and/or experience*.

* 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.

EXPERIENCE:

E1. Recent* experience providing technical support services, troubleshooting and advice to clients on Microsoft windows desktops, network applications and infrastructure services.
E2. Recent* experience providing technical support to a minimum of 500 end-users in an IT Service Desk environment.
E3. Recent* experience in the installation, configuration, troubleshooting and maintenance of Desktop Hardware, Windows 10 Operating System imaging and software installation.
E4. Recent* experience following standard IT troubleshooting procedures and logging information into a ticketing system.

STREAM 2 ONLY

E5. Recent* experience providing technical support on government of Canada managed services such as: Email support with ETI/YES (Email Transformation Initiative / Your Email Service, your ) and/or M365, EMDM (Enterprise Mobile Device Management), myKEY, GCSRA (GC Secure Remote Access), Connected Wi-Fi, Videoconferencing and Web conferencing.

*Recent is defined as two years experience in the last five years.

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

EDUCATION:

AED1. Bachelor degree in Computer Science, Engineering or Science.

Degree equivalency

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

Bilingual - Imperative (BBB/BBB)

Information on language requirements

ABILITIES:

A1: Ability to coordinate, prioritize and organize multiple tasks
A2: Ability to investigate IT issues and devise solutions
A3: Ability to communicate effectively orally
A4: Ability to communicate effectively in writing

PERSONAL SUITABILITY:

PS1: Teamwork
PS2: Results Orientation
PS3: Analytical Thinking
PS4: Continuous Learning
PS5: Client Focus

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

BOTH STREAMS

Asset Experience:

AE1. Experience providing technical support on the Government of Canada Secret Infrastructure (GCSI).
AE2. Experience configuring and/or supporting Microsoft SharePoint.
AE3. Experience writing standard operational procedures covering IT service end-to-end, configuration and/or administration guides of IT systems.
AE4. Experience providing advice and guidance on IT issues and systems.
AE5. Experience managing user accounts and network access using Microsoft Active directory.

STREAM 1

AE6. Experience coordinating or assisting with IT asset management.
AE7. Experience providing technical support on government of Canada managed services such as: Email support with ETI/YES (Email Transformation Initiative / Your Email Service, your ) and/or M365, Enterprise Mobile Device Management (EMDM), myKEY, GCSRA (GC Secure Remote Access), Connected Wi-Fi, Videoconferencing and Web conferencing.

STREAM 2

AE8. Experience developing operational reports using Microsoft Excel, Information Technology Service Management (ITSM) tools, database queries and scripting.
AE9. Experience in IT project management.

ORGANIZATIONAL NEED:

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:

Be willing and able to work flexible hours.
Be willing and able to work overtime as needed, sometimes without notice.
Be willing and able to make short trips within Canada.

Conditions of employment

Secret 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

Assessment:

(a) In making an appointment, any assessment method that is considered appropriate to determine whether a person meets the qualifications referred to in the statement of merit may be used, such as a review of past performance and accomplishments, talent map placement, examinations, interviews and reference checks.

(b) A TOP-DOWN APPROACH MAY BE UNDERTAKEN: Applicants who meet the essential criteria may be ranked according to the depth and breadth of qualifications they possess. Only the top ranking applicants would be invited to the next phase of assessment. Asset criteria may also be applied at the screening stage.

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.