IM/IT Support Analyst

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

Duties

Stream 1 - NHQ, IT Client Services
Stream 2 - Client Computing Integration Services

Provide client services support at various levels (1, 2 or 3) for software and desktop and computing devices.

Work environment

The Correctional Service of Canada (CSC) is the federal government agency responsible for administering sentences of a term of two years or more, as imposed by the courts. CSC is responsible for managing institutions of various security levels and supervising offenders under conditional release in the community.

Our Mission:
The Correctional Service of Canada (CSC), as part of the criminal justice system and respecting the rule of law, contributes to public safety by actively encouraging and assisting offenders to become law-abiding citizens, while exercising reasonable, safe, secure and humane control.

IMS' Mission is to provide CSC with the efficient and effective IM/IT services it requires to continually expand our capabilities to delivery improved business value.

Follow us on:
Twitter: https://twitter.com/CSC_SCC_en
CIO Twitter: https://twitter.com/CIO_CSC
Facebook: https://www.facebook.com/CorrectionalServices
Youtube: https://www.youtube.com/user/CSCsccEN

Intent of the process

A pool of qualified candidates may be established through this process to staff identical or similar positions at Correctional Service Canada with various tenures, various linguistic requirements, various security requirements, various conditions of employment and for various locations.

Positions to be filled: 3

Information you must provide

Your résumé.

Contact information for 2 references.

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

EDUCATION
Successful completion of a two (2) year 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 relevant to the position.

Note: 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.

** 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/.**

Degree equivalency

All Streams:

EXPERIENCE

Recent* and significant ** experience providing hardware and software technical support to clients in an enterprise IT environment.

Recent* and significant** experience in troubleshooting and supporting via telephone, email or in person, Microsoft Windows 7 or above, Microsoft Office 2013 or above, Internet browsers.

Recent* and significant** experience in troubleshooting and supporting via telephone, email or in person, internet and client/server environments, LAN software, TCP/IP, intranet environments.

Recent* and significant** in troubleshooting and supporting via telephone, email or in person, microcomputer system hardware components, smartphones, tablets.

Experience in performing remote analysis, diagnosis, and resolution of complex end-user software and hardware problems, and recommending and/or implementing corrective solutions.


Experience working with scripting languages such as Powershell.


Recent * is experience acquired within the last three (3) years.

Significant** experience is defined as depth and breadth of experience associated with the performance of those duties on a regular basis for a period of one (1) year or more.

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

All streams:

Experience using an enterprise IT Service Management system such as Axios Assyst; fully documenting incidents and service requests.

Experience configuring and troubleshooting Public Key Infrastructure (PKI) (MyKey) configurations.

Experience supporting and troubleshooting BlackBerry or Android smartphones in an enterprise environment.

Experience using systems management software such as Microsoft System Center Configuration Manager (SCCM).

Experience performing identity and access management using Active Directory.

Experience working in a tiered support model providing tier 1, 2 and 3 support.

Experience in writing and developing technical documentation.

Experience in structuring, transforming and reporting data using various BI tools.

Experience in IT Service Management.

Experience in the development and preparation of process and workflow documentation.

Stream 1 :

Experience providing support to clients in a front-line user support capacity within a Service Desk or Help Desk Team.

Stream 2:

Experience in supporting, troubleshooting and OS engineering of Windows 10.

Experience with packaging of software applications intended for national deployment.

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

Various language requirements
Stream 1 - Bilingual imperative BBB/BBB

Stream 2 - Various language requirements
• English or French essential
• Bilingual imperative BBB/BBB

Information on language requirements

All Streams:

COMPETENCIES

Demonstrating Integrity and Respect

Thinking things through

Working effectively with others

Showing Initiative and Being Action Oriented

Thinking with a Strategic View

All streams:

ABILITIES

Ability to prioritize, plan, and organize

Ability to work with minimal supervision

Ability to provide recommendations on complex IT issues

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)

In support of achieving a diversified workforce, consideration may be given to candidates self-identifying as belonging to one of the following employment equity groups: aboriginal peoples, persons with a disability, visible minorities and women.

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

We may assess the essential and asset qualifications using interviews, written tests (take home assignments or other), references or a combination of these or other assessment methods. Other sources of information (such as performance agreements, work samples, board member knowledge, etc.) may be used to inform the assessment of the criteria identified on the Statement of Merit Criteria.

A written examination may be administered.

An interview may be administered.

Reference checks may be sought.

Persons are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

For this selection process, we may find that email is the most efficient way to communicate with you. Candidates who apply to selection processes should include an email address that accepts email from unknown users (some email systems block these types of email). It is the candidates' responsibility to inform us of a change of contact information during the course of this selection process and to regularly verify your incoming e-mails.

Please identify clearly for which position(s) you are submitting an application.


You must provide proof of your education credentials.

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.

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

A random and/or top down selection and/or use of an asset may be used in the determination of those to be given further consideration in the assessment process.

Preference

Preference will be given to veterans first and then to Canadian citizens and permanent residents, 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.