Support Analyst / 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

Please note when submitting an application to this selection process, you will be prompted to answer questions concerning the essential education and experience qualifications and, if applicable, other (essential and nonessential) qualifications.

Candidates may not be solicited for incomplete or possible missing information.

INSTRUCTIONS:
When recording your examples, be sure you:
- Provide concrete, specific examples of actions that speak directly to the experience
sought.
- Provide all examples in sentence format.

Failure to provide the above information in the format required may result in your
application being rejected from the process.

ONLY ONLINE APPLICATIONS WILL BE ACCEPTED!!!

A new Public Service Commission unsupervised language test of reading comprehension and written expression for Levels B or C may be used to assess candidates second language evaluation as part of this process. Link to further information: https://www.canada.ca/en/public-service-commission/services/second-language-testing-public-service/unsupervised-test-written-expression-level-b-or-c.html

Intent of the process

The intent of this process is to establish a pool of qualified candidates which could be used to staff similar or identical positions with various tenures, workplace arrangements, language requirements, and/or security clearance levels in various Federal Government Departments or Agencies, in various locations.

Positions to be filled: Number to be determined

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:
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:
EX 1 Experience in at least one of the following areas.
• Recent and significant experience working in an IT operations environment.
• Recent and significant experience in providing IT support on site or by phone to clients.
• Significant experience in IT technical investigations, analysis, and providing support.

Experience Definition:
- SIGNIFICANT EXPERIENCE refers to the breadth and depth of experience associated with performing the duties in the IT field for a minimum of six (6) months.
RECENT is defined as experience obtained within the last five (5) years.

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

Various language requirements
English Essential
Bilingual - Imperative CBC/CBC, CBB/CBB, BBB/BBB, or BBC/BBC

Information on language requirements

Second Language Writing Skills Self-Assessment
In order to help you decide if you should apply to a bilingual position, an optional self-assessment of your writing skills in your second official language is available for you to take before completing your application.

For more information, please consult:
Unsupervised Internet Test of Second Language Writing Skills

Abilities:
AB1 - Ability to communicate effectively orally.
AB2 - Ability to communicate effectively in writing.*
AB3 - Ability to analyze problems.*

* This ability will be assessed by the answers you provide in the online application.

Personal Suitabilities:
PS1 - Effective Interpersonal Skills *
PS2 - Reliability*
PS3 - Client Service Orientated*

* This personal suitability will be assessed by the answers you provide in the online application.

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

ASSET QUALIFICATIONS:
Applicants should clearly demonstrate on their application if they meet any of the asset qualifications.

Experience:
AEX1 - Experience as a member of the Canadian Armed Forces
AEX2 - Recent experience in documenting technical problems in a call tracking/help desk/service management system
AEX3 - Recent experience working at an Information Technology Service Desk, information Technology Helpdesk or Call Centre

Asset Experience Definition:
- RECENT is defined as experience obtained within the last five (5) years.

ORGANIZATIONAL NEEDS:
VAC is committed to maintaining a representative workforce reflective of Canadian society. In support of achieving a diversified workforce, qualified candidates who self-declare in a staffing process as members of Aboriginal peoples, persons with disabilities, visible minorities and/or women may be selected for appointment to fulfill organizational needs.

OPERATIONAL REQUIREMENTS:
The operational requirement to work non-standard/traditional work hours, and/or overtime, and/or On-Call, and/or physical ability to lift 23kg and install IT equipment.

Conditions of employment

Reliability Status security clearance - Some positions could require a Secret security level.

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

It is your responsibility to ensure that your email and contact information are maintained with the hiring board. All communication for this process will be sent by email and it is your responsibility to verify your messages regularly.

Experience factors in the asset qualifications may be used for screening. Applicants should clearly demonstrate on their application if they meet any of the education and/or experience asset qualifications.

One or more asset qualifications may be used during the screening to manage the volume of applications.

Candidates will be asked to provide proof of their education credentials at a later date.

When you apply for this process, please keep in mind that most essential merit criteria (education, experience and competencies) will be assessed by the answers you provide in your online application. As a result, please ensure you allow yourself a significant amount of time to complete this application.

An interview and/or written exam may be administered.

Reference checks may be sought.

The Assessment Committee reserves the right to contact references other than those provided by the candidates (within the Public Service only) in order to adequately assess the candidates.

PLEASE NOTE: All information must be provided through the “apply online” application process. Do not fax, mail, email or drop-off a hard copy application as these will not be accepted. To apply in an alternate format due to disability, you must contact the email address indicated in the "Contact information" section below PRIOR to the Closing Date.

Veterans Affairs Canada offers a variety of flexible work arrangements.

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.