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IT Support Officer (RE-03), Infrastructure Technology Services Division

Reference Number
SIF21J-023546-000038

Selection Process Number
21-22-SIF-EA-7241

Organization
Office of the Superintendent of Financial Institutions Canada

Year
2021-2022

Days Open
7

Classification
CS02, RE03

City
Toronto

Type
External

Quick Summary

Total
167

Employment Equity
64 (38.3%)

Screened out
67 (40.1%)

Screened in
100 (59.9%)

Applicant Submissions (167)

Employment Equity 38.3% 64

Screened Out 40.1% 67

Screened In 59.9% 100

Employment Equity(64)

Women 9% 15

Visible minority 32.9% 55

Indigenous 0% 0

People with disabilities 3% 5

Language

English 91% 152

French 9% 15

Status

Citizens 59.9% 100

Permanent Residents 0% 0

Archived Job Poster

IT Support Officer (RE-03), Infrastructure Technology Services Division

Reference number: SIF21J-023546-000038
Selection process number: 21-22-SIF-EA-7241
Office of the Superintendent of Financial Institutions Canada - Corporate Services Sector
Toronto (Ontario)
CS-02, RE-03 - NOTE: This position is classified at the RE-03 group and level which is roughly equivalent to the CS-02 group and level.
$62,500 to $78,200

For further information on the organization, please visit Office of the Superintendent of Financial Institutions Canada

Closing date: 16 August 2021 - 23:59, Pacific Time

Who can apply: Persons residing in Canada and Canadian citizens residing abroad.

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

This position is located in Toronto.

As a result of the global pandemic, OSFI employees are currently working from home. Should the current telework environment no longer apply, and contingent on the operating model adopted by OSFI, you may be required to report into and work onsite from the Toronto Office. As our telework arrangements are evolving, we encourage you to apply.

EMPLOYMENT EQUITY:
Achieving a representative and diverse workforce has been identified as an organizational need for OSFI and may be applied at any time during this appointment process. If this criterion is used, only those who have indicated that they are members of the specified designated group(s) will be considered. As such, first consideration for an appointment may be given to candidates who self-declare as belonging to one of the four designated employment equity groups (Persons with a disability, Aboriginal people, Members of a Visible Minority, or Women).

In order to self-declare, please ensure to check off the appropriate box within the online application under the Employment Equity section. We encourage you to consult theses links to learn more about employment equity and self-declaration:
• https://www.canada.ca/en/public-service-commission/jobs/services/gc-jobs/employment-equity.html
• https://www.canada.ca/en/public-service-commission/jobs/services/gc-jobs/applying-government-canada-jobs-how-to-apply.html#EE

Duties

What you will be doing:
The IT Support Officer will provide end-user operational technical support services for OSFI staff to ensure that authorized end-user IT hardware/software and network resources are accessible, operational and being used effectively. These IT support services include the installation, configuration, monitoring, troubleshooting and support of a variety of end-user hardware/software components, the provision of advice, assistance and instruction on their use and application as well as administering part of the shared end-user components of OSFI's network infrastructure in a help-desk environment.

Work environment

The Office of the Superintendent of Financial Institutions (OSFI) is an independent agency of the Government of Canada, established in 1987 to contribute to the safety and soundness of the Canadian financial system. OSFI supervises and regulates federally registered banks and insurers, trust and loan companies, as well as private pension plans subject to federal oversight.

What OSFI offers
OSFI is a separate agency that offers a competitive salary and eligibility for performance pay annually. People are the foundation of our organization. You will become part of a diverse community that acknowledges that everyone has varied experience and fosters an environment where communication and teamwork amplify our effectiveness.

Working at OSFI offers the following:

Mandate
The work you do at OSFI matters. Your efforts contribute to the safety and soundness of the financial sector. A strong financial sector promotes competition, and benefits all Canadians.

Learning & Development
Our organization understands that ongoing learning and development is critical and necessary, and must evolve with developments in the Financial Sector. Learning and Development is a key component of our Human Capital Strategy.

Community & Culture
We strive to create a working environment that allows employees to work to their fullest potential. We strive to promote employee wellbeing, including a focus on balancing work and personal needs. Subject to operational requirements, we offer opportunities for flexible working arrangements.

Benefits
As a Federal Government Agency, OSFI offers a number of competitive benefits to its employees, including a Defined Benefit Pension Plan, maternity and parental leave benefits, vacation (4 weeks), personal and family leave days.

Intent of the process

The immediate need is to staff one position with a language requirement of english essential on an indeterminate basis.

A pool of qualified or partially qualified candidates may be created to staff similar positions with various tenures (indeterminate, term, acting, etc.) and/or security requirements (reliability, secret, etc.) within the Office of the Superintendent of Financial Institutions.

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)

ESSENTIAL EDUCATION:
- Successful completion of two years of an acceptable post-secondary educational program in computer science, information technology or another specialty relevant to the position to be staffed or an acceptable combination of education, training and/or experience.

Degree equivalency

ESSENTIAL EXPERIENCE:
- Recent experience* providing Tier-1 support in a centralized or distributed call center environment
- Recent experience* experience providing support in an Enterprise scale Microsoft environment with its related hardware
- Recent experience* experience troubleshooting in a Microsoft Office environment (Office 2016-O365)
- Experience using call tracking software
- Experience in providing users with instructions over the telephone

*Recent experience is defined as approximately one year of relevant experience gained within the last five years

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

ASSET EDUCATION:
- In addition to the Essential Qualifications identified above, please provide details if you possess one or more of the following Asset Education and Asset Experience criteria identified below.
 MCP, MCSE
 A+ (CompTIA) Certification
 HDI Certification

Degree equivalency

ASSET EXPERIENCE:
- You may be required to meet a combination of any of these asset experience criteria:
 Remote access VPN client support
 Supporting Executive level users
 Use of ITIL-based Ivanti call tracking software (HEAT)
 Experience in an enterprise-wide operating system upgrade or rollout
 Experience in a major hardware upgrade or rollout
 Familiarity with computer imaging using technologies such as Microsoft System Centre Configuration Manager (SCCM), Microsoft Deployment Toolkit (MDT), Microsoft User State Migration Tool (USMT), Preboot Execution Environment (PXE)
 Experience using Microsoft Azure Active Directory

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

English essential

Information on language requirements

ESSENTIAL KNOWLEDGE:
- Knowledge of Windows Active Directory at the User Administrator, Group Administrator and Print Administrator levels
- Knowledge of remote control tools and procedures
- Knowledge of networking troubleshooting at the client level
- Knowledge of printer problems and resolutions
- Knowledge of hardware diagnostics

ESSENTIAL COMPETENCIES:
- Professional Judgment
- Service Orientation
- Results Orientation
- Working as a Team
- Excellent Written Communication Skills
- Excellent Oral Communication Skills

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

ASSET KNOWLEDGE:
- Knowledge of Cognos Business Intelligence Tools (ReportNet)
- Knowledge of Encryption
- Knowledge of Smartphone support in an Enterprise environment
- Knowledge of ITIL processes and procedures
- Knowledge of Windows 10 Professional operating system

ORGANIZATIONAL NEEDS:
- OSFI is committed to having a skilled and diverse workforce representative of the Canadian population. In order to meet our employment equity objectives, selection for this position may be made from among qualified candidates who self-declare as belonging to one of the following Employment Equity groups: Persons with a disability, Aboriginal people, Members of a Visible Minority, or Women. OSFI is committed to diversity and inclusion and we strongly encourage candidates to self-declare if they belong to one of these designated employment equity groups.

OPERATIONAL REQUIREMENTS:
- Availability and willingness to work flexible hours as required
- Availability and willingness to travel on short notice
- Availability and willingness to work overtime on occasion

Conditions of employment

Secret security clearance

- In our current telework environment, the ability to work remotely from home within Canada with access to Internet in one’s residence is a condition of employment.

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

In order for your application to be considered, you must submit a completed questionnaire. You will be required to demonstrate how you meet the education and experience criteria (essential and asset) for the initial screening, in answering online screening questions. 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 education and experience provided in the screening questions should be supported by your résumé. Failure to provide the above information in the format required may result in your application being rejected from the process.

By providing the required information in the suggested format, you will ensure that the assessors are in a position to assess the depth, complexity and scope of your experience.

A written examination may be administered.

An interview may be administered.

Reference checks may be sought.

The ability to communicate effectively in writing may be assessed using the candidate's application, as well as through the evaluation process.

Please note that OSFI has offices located in Ottawa, Toronto, Montreal, and Vancouver. If you are screened in, you may be required to travel to one of these locations to complete assessment (exam, interview, etc.).

Candidates invited to an interview will be required to bring proof of their education credentials, in the form of a diploma or official transcript (original documents only). 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/.

Candidates must meet all of the essential qualifications to be appointed to a position. A candidate may be appointed to a position even though he/she does not meet any or all of the asset qualifications. However, meeting these criteria is desirable and may be a deciding factor in choosing the person to be appointed.

Depending on the requirements of the position(s) being staffed from this process, for current or future vacancies, any or all of the asset qualifications may be applied at any time during the staffing process, including screening. Candidates may be contacted and assessed against these criteria at any time during this process.

Achieving a representative workforce has been identified as an organizational need and may be applied in this appointment process. If this criterion is used, only those who have indicated that they are members of the specified designated group(s) will be considered.

A top down selection of candidates may be used in the determination of those to be given further consideration in the assessment process.

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, our intention is to communicate with applicants by e-mail (including sending invitations for written tests and interviews). Applicants who apply to this selection process must include in their application a valid e-mail address and make sure this address is functional at all times and accepts messages from unknown users.

All job applications must be submitted through the Government of Canada public service jobs website. Do not email, fax, or mail hard copy documents as these will not be accepted. To submit an application online, please click on the "apply now" button.

If you do not have Internet access in your home or through friends, relatives or neighbours, here are some suggested locations: campus career centers, libraries, community centers, Internet cafés and Services Canada. You may also call 1-800-O-Canada (1-800-622-6232), or TTY 1-800-926-9105, for information on the nearest public Internet access locations. Persons without Internet access may also review jobs open to the public through INFOTEL at 1-800-645-5605.

Applicants with disabilities: If you require special accommodation at any stage in the selection process, including technical aid to ensure an equitable assessment of your qualifications, please inform us by sending an e-mail to the following address: .

OSFI's Ottawa location is downtown with easy access to shopping, restaurants, gyms, financial institutions and more. The building is less than a five minute walk from LRT and STO stops.

As a Separate Agency, the Office of the Superintendent of Financial Institutions (OSFI) appoints employees in accordance with the Public Service Employment Act (PSEA). OSFI is named in Schedule V of the Financial Administration Act (FAA) and it offers the same pension and benefits plans as the core Federal Public Service. In addition to this, OSFI employees obtain a minimum of 4 weeks of vacation leave per year, earn a competitive salary, and are eligible for an annual performance bonus.

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.

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