IT Support Officer

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

POSITION LOCATION:
This position is located in Ottawa.

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 Ottawa Office. As our telework arrangements are evolving, we encourage you to apply.

EMPLOYMENT EQUITY:
OSFI is committed to achieving a representative workforce that reflects the diversity of the Canadian population. We are dedicated to building and promoting a diverse, equitable and inclusive workforce, representative of all Canadians regardless of race, ethnicity, colour, religion, sex, age, disability, sexual orientation, gender identity or expression, socio-economic background or lived experience. By embracing diversity and inclusion, our department ensures broader discussions, better decisions, and a more positive workplace.

We welcome all candidates, including Indigenous Peoples, Black, other racialized groups, persons with disabilities and members of the LGBTQ2+ community to apply and strongly encourage candidates to self-declare if they belong to an Employment Equity designated group Aboriginal* Peoples, Persons with Disabilities, Women or Visible Minorities - Black people and other racialized groups.

*The term “Aboriginal” is used within this job advertisement as it relates to the Employment Equity Act and other legislative frameworks. The term “Indigenous” is used where possible, in alignment with the United Nations Declaration on the Rights of Indigenous Peoples.

While many programs and initiatives have already been implemented in line with our commitments to diversity and inclusion, we aim to improve! We invite you to be part of the change by joining an organization where individual differences are recognized, valued and respected.

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

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

Our Role:
OSFI is an independent federal government agency that regulates and supervises more than 400 federally regulated financial institutions and 1,200 pension plans to determine whether they are in sound financial condition. In fulfilling its mandate, OSFI supports the government's objective of contributing to public confidence in the Canadian financial system.
Learn more about us 👉 https://youtu.be/QO_3vnPKuZI

Our People and Culture:
People are the foundation of our organization. You will become part of a diverse community that acknowledges everyone has varied experience and fosters an environment where communication and teamwork amplify our effectiveness. We have several networks dedicated to ensuring that the department continues to grow as an inclusive, accessible, respectful and diverse workplace. All employees are encouraged and welcome to join the following networks and participate in their activities and events.
• Diversity of Thought
• Family Responsibilities
• Gender
• LGBTQ2IS
• Mental Health and Accessibility
• Multiculturalism (Affinity Groups: Indigenous, Asian, Black)
• Unconscious Bias
Hear about our people 👉 https://youtu.be/diUspmpYWQI

Our Rewards:
💵 Compensation: OSFI offers a competitive salary, and employees may be eligible for in-range increases and economic adjustments. Salaries are based on qualifications, experience and knowledge. The Public Service Pension Plan is a defined benefits pension plan (indexed for inflation), where both the employer and the employee contribute.

💰 Performance Pay: OSFI employees are eligible for an annual bonus based on their performance throughout the year.

✈️ Vacation and Leave: OSFI employees start with 4 weeks of paid vacation, 2 personal days and 5 days of Family Related Leave with Pay among other various types of paid and unpaid leave.

💻 Flexible Work Arrangements: OSFI offers flexible work arrangements by providing support for compressed work week schedules, flexible work hours and teleworking, in order for employees to achieve their work objectives while achieving balance between work and homelife.

📖 Learning and Development: OSFI offers career advancement opportunities and encourages innovative thinking in its work environment. Employees may be reimbursed for relevant professional association membership fees.

Intent of the process

A pool of qualified or partially qualified candidates may be created to staff similar or identical positions with various linguistic profiles and requirements, security requirements and/or various tenures within the Office of the Superintendent of Financial Institutions (OSFI), which may vary according to the position being staffed.

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:
- MCP, MCSE
- A+ (CompTIA) Certification
- HDI Certification

Degree equivalency

ASSET EXPERIENCE:
- Experience providing remote access VPN client support
- Experience supporting Executive level users
- Experience using 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)

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

Bilingual - Imperative (BBB/BBB)

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

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 the Windows 10 or Windows 11 operating system
- Knowledge of networking troubleshooting at the client level
- Knowledge of printer problems and resolutions
- Knowledge of hardware diagnostics

ESSENTIAL COMPETENCIES:
- Critical Thinking
- Results Orientation
- Growth and Development
- Interpersonal Communication
- 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 Intune enterprise environment
- Knowledge of ITIL processes and procedures

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 travel on short notice
- Availability and willingness to work overtime on occasion

Conditions of employment

Secret security clearance

- Availability and willingness to work flexible hours as required.
- 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

For external processes (as indicated by the abbreviation “EA” in the selection process number), only those selected for further consideration will be contacted.

OSFI is a separate agency with its own classification and compensation system. OSFI's staffing is subject to the Public Service Employment Act (PSEA).

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

Assessments (such as written exams, interviews and reference checks) may be conducted virtually through email, telephone and/or videoconference. It is the candidate’s responsibility to ensure that their computer and mobile equipment is in working condition before starting an assessment.

Candidates must meet all of the essential qualifications to be appointed; however, one or more asset criteria may be invoked at any stage of the process.

Depending on the number of applicants, volume management strategies such as random selection, top-down approach and/or establishing cut-off scores to determine who will continue in the staffing process, may be used for the purpose of managing applications. Please note that although you may attain the established pass mark on any of the assessments used in this staffing process, management may decide to use a higher cut off score.

Eligible candidates may be considered and offered a deployment or interchange before considering other applicants.

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.

Email correspondence will be used as the main method of communication with candidates for this selection process, please ensure it accepts messages from unknown users. Please note that you need to provide valid and updated contact information.

All job applications must be submitted through the Government of Canada public service jobs website. Do not email or mail hard copy documents as these will not be accepted. To submit an application online, please click on the "apply now" button. Persons without Internet access may also review jobs open to the public through INFOTEL at 1-800-645-5605.

If you have a limitation that may impact your performance at any steps of the assessment process (such as submitting the application, written test, or an interview), you may request an accommodation. Assessment accommodations are designed to remove barriers, and to ensure that candidates with limitations can fully demonstrate their abilities. Should you wish to be accommodated, please inform us by sending an e-mail to the following address: (). All information received in relation to accommodation will be kept confidential.

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.