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

We want you to succeed! Our objective with this process is to identify qualified candidates for the position(s) by fairly assessing their abilities. Assessment accommodations are designed to remove obstacles without altering the criteria being assessed so that all candidates can fully demonstrate their abilities.

Please let us know if you require assessment accommodations, including assistance with the application process. Additional information on the assessment format(s) will be provided through each assessment stage (e.g. exam) of the process.

As one of Canada's Best Diversity Employers, Agriculture and Agri-Food Canada (AAFC) is proud to celebrate our achievement in creating a diverse, respectful, and positive workplace where all employees are valued and recognized for their unique qualities, ideas, voices and perspectives. 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.

Work environment

AAFC is committed to diversity and inclusion. 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 welcomed to join the networks and participate in their activities and events.

• The Gender and Sexual Diversity Inclusiveness Network
• The Indigenous Network Circle
• The Managers' Community
• The Persons with Disabilities Network
• The Student Panel of Representatives for Orientation, Unity and Training
• The Visible Minorities Network
• The Women in Science, Technology, Engineering and Mathematics Network
• The Young Professional's Network

Intent of the process

If you don’t immediately receive a job offer at AAFC, qualified candidates will also be placed in a talent pool to be used for staffing similar permanent or temporary positions in the future. The skill specializations, work location, language profile, and security clearance requirements will vary according to the position being staffed.

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:
• Graduation from a two-year program of study from a recognized post-secondary institution with acceptable specialization 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.

Remarks:
Indeterminate incumbents in the IT group on December 9, 2021 who do not possess the education prescribed above, are deemed to meet the minimum education standard 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 IT group.

If you were educated outside of Canada, you must have your certificates and/or diplomas assessed against Canadian education standards. Click on the link below to contact the Canadian Information Centre for International Credentials (CICIC).

Degree equivalency

Experience:
EE1: Recent* experience working in an Information Management and Information Technology (IM/IT) environment, providing end-user support on hardware, software, network connectivity and/or mobility.
EE2: Experience providing end-user support remotely, by telephone and/or by using remote access tools.
EE3: Experience using a ticket management system, such as Axios Assyst or Remedy, in order to log, update and assign tickets according to established procedures and assignment matrixes.

* « Recent » means within the last 3 years.

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

Experience:
• Recent* experience providing technical support on Government of Canada managed services, such as EMDM (Enterprise Mobile Device Management), myKEY and/or GCSRA (Government of Canada Secure Remote Access).
• Experience drafting and updating documentation, procedures, FAQ’s, Knowledge Base articles or reference materials for the use of technical or non-technical readers.

* « Recent » means within the last 3 years.

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

Bilingual - Imperative (BBB/BBB)

Information on language requirements

Competencies, Abilities or Personal Suitability:
• Adaptability
• Client Focus
• Communication
• Initiative
• Teamwork

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

Agriculture and Agri-food Canada recognizes that the diversity of its employee population contributes to its strength and integrity. We are committed to achieving employment equity and developing a highly capable workforce that is representative of Canadian Society. We encourage women (especially in non-traditional occupations), Indigenous peoples (Aboriginal peoples), persons with disabilities, and members of visible minority groups to apply and declare themselves as part of one or more of the Employment Equity groups as selection may be limited to candidates belonging to one or more of the groups.

Information on employment equity

Operational Requirements:
• Ability and willingness to work shifts.
• Willing and available to work overtime as required.

Conditions of employment

Secret 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

Persons with disabilities preventing them from applying on-line are asked to contact the email referenced below under "Contact Information".

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.