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

The Government of Canada is committed to building a skilled workforce that is representative of Canada's diversity, which includes the recruitment of Canadian Veterans and releasing Canadian Armed Forces personnel:
https://www.canada.ca/en/public-service-commission/jobs/services/public-service-jobs/canadian-armed-forces-members-veterans.html
We encourage applicants to identify any abilities, competencies, and/or experiences acquired through employment with the Canadian Armed Forces where applicable.

Intent of the process

The immediate intent of this selection process is to staff:
► Two indeterminate, english essential, positions located in Edmonton, Alberta.
► One indeterminate, bilingual imperative (BBB/BBB), position located in Ottawa, Ontario.
► One determinate, english essential, in Sault-Sainte-Marie, Ontario.

A pool of candidates may be established through this process to staff identical or similar positions at Natural Resources Canada at the CS-02 group and level with various tenures (determinate period or indeterminate), various linguistic requirements (English Essential, French Essential, English or French Essential and Bilingual imperative or non-imperative) and profile(s) (BBB/BBB, CBC/CBC), various security requirements (i.e. Reliability, Secret, Top Secret), various conditions of employment and for various locations across Canada.

Positions to be filled: 3

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 described 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 a recognized educational institution (e.g., community college, CÉGEP or university established by Canadian provincial and territorial authorities) 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 via 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:
- Recent* and significant** experience working in a Service Desk/Helpdesk, Call Centre or Client Support Centre or similar environment providing IT support services.
- Recent* and significant** experience providing technical assistance, services and advice on IT to clients.
- Recent * and significant** experience in configuring, maintaining, troubleshooting and managing software and hardware (desktops, laptops and smartphones) in an enterprise environment.
-Recent * and significant** experience in supporting Microsoft Windows environment including Office 2016 suite or higher version and Windows 10 desktop operating system
- Experience in using remote support tools (software/hardware) to connect, analyze and resolve IT issues.
- Experience in using IT Service Management (ITSM) tools to track client incidents and problems.

* Recent experience is defined as experience that would normally be associated with performing these duties within the last three (3) years.
** Significant experience is defined as experience that would normally be associated with performing these duties for one year or more.

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

Various language requirements

Information on language requirements

KNOWLEDGE:
- Knowledge of Microsoft Outlook configuration.
- Knowledge of IT Service Desk and IT support best practices.

ABILITIES:
- Ability to communicate effectively orally.
- Ability to communicate effectively in writing.
- Ability to manage and prioritize workload.
- Ability to analyze problems and develop recommendations and action plans.

PERSONAL SUITABILITIES:
- Showing initiative and being action-oriented.
- Working effectively with others.
- Client Service Orientation
- Judgment
- Reliability

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

ASSETS QUALFICATIONS:
- Graduation with a degree from a recognized post-secondary institution in computer science, information technology, information management, business administration or any other area related to the position's duties.
- Information Technology Infrastructure Library (ITIL) certification.

Degree equivalency

- Experience in supporting Entrust Entelligence software.
- Experience in using and supporting Government of Canada Secure Remote Access application.
- Experience providing support for boardroom and video conferencing systems in an enterprise environment.
- Experience in using Blackberry EMDM to manage, support and troubleshoot Android and iOS smartphones.
- Experience in Information Technology Infrastructure Library (ITIL) processes, other than incidents and problems, using an ITSM tool.
- Experience in supporting Microsoft M365.
- Experience managing users and groups in Microsoft Active Directory enterprise environment.
- Experience in configuring or supporting virtual desktop infrastructure such as Citrix, VMWare or Azure Virtual Desktop.
- Experience in using Microsoft In-Tune and/or Systems Center Configuration Manager (SCCM) and/or Microsoft Endpoint Configuration Manager to deploy applications, software updates, and operating systems on desktop devices.

Selection may be limited to members of the following Employment Equity groups: Aboriginal persons, persons with disabilities, visible minorities, women

Information on employment equity

Natural Resources Canada is committed to establishing and maintaining a representative workforce. This organizational need may be identified as part of the appointment decision. In such cases, qualified candidates who self-declare as members of a visible minority group, Indigenous peoples, persons with disabilities or women (in non-traditional occupations) could be considered in priority.

Conditions of employment

CONDITIONS OF EMPLOYMENT:
► Various security clearance: Reliability or Secret clearance.
► Must be fully vaccinated against COVID-19 as per the Policy on COVID-19 Vaccination for the Core Public Administration. Accommodation requests will be assessed on a case-by case basis and will be limited to employees who are unable to be vaccinated due to a certified medical contraindication, religion or any other prohibited ground of discrimination as defined in the Canadian Human Rights Act (CHRA).

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

The hiring organization will accept applications on-line only. All job applications must therefore be submitted through the Public Service Resourcing System. To submit an application on-line, please select the button “Apply Online” below.

A written examination may be administered.
An interview may be conducted.
Reference will 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, it is our intention to communicate with candidates via email for screening and assessment purposes. This will include communication of screening results and invitations to written tests and interviews. To that end, candidates must include a valid email address in their application. It is the candidate’s responsibility to ensure that this address is functional and that it accepts messages from unknown users (some email systems block these types of email). It is also the candidate’s responsibility to ensure accurate information is provided and updated as required.

Candidates should be prepared to provide proof of education (copy of degree/diploma) and citizenship or permanent resident status.

If you have obtained education outside Canada, you will be required to submit proof of evaluation of Canadian equivalency. 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 from outside the public service may be required to pay for travel costs associated with this selection 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.