Inventory - Help Desk 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

INVENTORY
When you apply to an inventory, you are submitting only one job application for the opportunity to be considered for various positions across the Office of the Privacy Commissioner of Canada (OPC). You are not applying for one specific position, but to an inventory of applicants to be considered for current and future vacancies. As positions become available, applicants who meet the criteria selected for assessment will be assessed further. The criteria selected for assessment will be based on the needs of the position/positions to be staffed. Depending on the needs of the organization, candidates could be randomly selected from the inventory for assessment purposes.

Give yourself the best chance to succeed!
1. Follow the instructions in section “In order to be considered, your application must clearly explain how you meet the following (essential qualifications)”.
2. Contact us if you need assistance in completing and submitting your application or if there is a reason preventing you from applying online.
To learn more about accommodation measures, click on the link below.
https://www.canada.ca/en/public-service-commission/services/assessment-accommodation-page/the-basics-of-assessment-accommodation.html
3. Let us know if you are a member of an employment equity group, your application could be prioritized. To learn more, refer to the section “Organizational Needs”.

The federal public service is stronger and more effective when it reflects the diversity of the Canadian population that it serves. The Office of the Privacy Commissioner of Canada is committed to building and promoting a diverse, equitable and inclusive workforce that is representative of Canadian society. All candidates who consider themselves qualified are encouraged to apply, including members of equity-seeking groups or of an employment equity group (women, Indigenous peoples, persons with disabilities, and visible minorities).

Duties

- Monitoring for voicemails and return calls of clients
- Monitoring service desk requests and responding in a timely manner
- Setting up workstation equipment in the office
- Preparing network access for new employees
- Configuring equipment for new employees
- Imaging computers and preparing mobile phones for use
- Coordinating troubleshooting with System Administrators
- Assisting with boardroom set-ups (including troubleshooting)
- Receiving returned equipment from departed employees and processing of legal holds where applicable
- Participating and contributing to other technology-related projects (such as device evergreening)
- Preparing and coordinating asset transfers and replacements

Work environment

Employees of the Office of the Privacy Commissioner of Canada (OPC) are passionate about privacy and work to protect and promote the privacy rights of individuals. The OPC is a small federal organization that reports independently to Parliament. Despite its size, our office influences the lives of all Canadians. We oversee two federal privacy laws that span the private and public sectors, and our office acts as a public advocate for the privacy rights of Canadians.

With the current pandemic context, employees are working remotely and OPC is ready to virtually onboard new employees (each employee is equipped with a computer and a telephone). The organization will adopt a hybrid work environment – that is, a flexible approach that allows employees, where possible and with management approval, to work at an OPC designated worksite and at a remote location.

Because of our size, new employees are able to integrate and gain access to our systems more quickly, and benefit from in-house compensation and IT support.

Our office space is configured in a model that fosters an inclusive, welcoming and equitable workplace for all, regardless of our different abilities and personal preferences. Our workplace is designed to be an innovative, activity-based environment that accommodates diverse work styles, meets accessibility requirements, supports alternative work strategies, incorporates modern technologies, keeping sustainable design principles in mind. Most workstations are equipped with electric height adjustable tables and fully adjustable chairs.

Employees can take advantage of our personal and career development offerings, such as training, coaching/mentoring, conferences and well-being activities. We have various networks dedicated to ensuring that the OPC continues to develop as a workplace that promotes inclusivity, accessibility, diversity, respectful relationships and well-being. All employees are encouraged and welcomed to join the networks and participate in their activities and events.

The OPC has a directive promoting a Scent free environment.

Intent of the process

The current need is to staff one indeterminate position.

This inventory will be used to establish pools of partially or fully qualified candidates which may be used to staff (immediate or anticipatory) positions at an identical or equivalent group and level with various security profiles (reliability, secret, top secret), various tenures (indeterminate, specified period) using various staffing activities (indeterminate, term, deployment, acting, assignment, secondment) for positions within the Office of the Privacy Commissioner of Canada or the Public Service.

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)

INSTRUCTIONS TO FOLLOW
You must clearly demonstrate how you meet the education and experience qualifications, both essential and assets, by responding to the screening questions in the online application. Please note that it is not sufficient to only state that the requirement is met or to provide a listing of current responsibilities; rather, you must provide concrete examples that illustrate how you meet the requirement. Lack of details may result in your application being rejected as the Assessment Board will have insufficient information to determine whether or not you meet the qualifications. To have a better idea on how to answer the screening questions, we encourage you to watch this video developed by the Treasury Board Secretariat:
https://www.youtube.com/watch?v=0GW7P3g9hhI

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.

Degree equivalency

EXPERIENCE
- Experience troubleshooting Microsoft Office 2016, 2019, and/or 365
- Experience troubleshooting Windows 10
- Experience installing and configuring equipment and software on a Windows computer
- Experience setting-up, configuring, and troubleshooting mobile devices (iOS and/or Android)
- Experience in providing customer service
- Experience troubleshooting network-related technical issues, and configuring and installing network devices (e.g., routers, modems, wireless access points, network switches, etc.)
- Experience providing technical support remotely (either over the phone, using a video-conferencing application, or using another remote management type application) and in-person, both of which in a *professional context

Definition:
*Professional context means during a job, internship, school program, volunteer work for an organization, etc.

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

Bilingual - Imperative (BBB/BBB)
All positions are bilingual - no unilingual candidate will be appointed.

Information on language requirements

KNOWLEDGE
- Knowledge of Microsoft Windows 10 and Microsoft Office Suite 2016 (or later), configuration and troubleshooting
- Knowledge of networking basics (terminology, common troubleshooting techniques, common network devices, etc.)
- Knowledge of Active Directory
- Knowledge of mobile devices and their operating systems (iOS and/or Android)
- Knowledge of PowerShell

COMPETENCY
- Client Service orientation
- Working effectively with others
- Showing initiative and being action oriented
- Analytical thinking

ABILITY
- Ability to perform computer workstation installations (including wiring and peripherals)
- Ability to prioritize tasks based on a rapidly changing workload
- Ability to communicate effectively

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

ORGANIZATIONAL NEEDS
Employment equity is an important part of working at the OPC. In order to ensure a diversified workforce, preference may be given to qualified candidates self-declaring as belonging to one or more of the following employment equity groups: Aboriginal peoples, women, persons with disabilities and members of visible minority groups.

Members of employment equity groups are encouraged to self-declare during the online application process by selecting the appropriate box under the Employment Equity (EE) section. You will have to give your consent in order for us to use your self-declaration for the purpose of appointment. We encourage you to choose Collection Purpose 1 (Purpose 1 – Appointment processes and statistics related to Appointments and EE Workforce Representation).

To learn more about employment equity, click on the link below.

Information on employment equity

OPERATIONAL REQUIREMENTS
- Ability and willingness to travel occasionally
- Ability and willingness to work weekends occasionally
- Ability and willingness to work overtime occasionnaly

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

NEXT STEPS
• The screening process (review of applications) is to determine whether you meet the education and experience qualifications. Please refer to the instructions provided in the section “In order to be considered, your application must clearly explain how you meet the following (essential qualifications)".
• If your application is retained at the screening process, you will be invited to the next assessment phase to assess the qualifications listed under the section “The following will be applied / assessed at a later date (essential for the job)”. A variety of tools may be used to assess those qualifications (such as: written tests, interviews, presentations, role plays, reference checks, etc.). An invitation, including the assessment tool and the qualifications to be assessed, will be sent to you. It is important to reply to the invitation and to provide all the required information. An exam, in person in Gatineau (Qc), will be administered.
• Should you proceed to the next assessment stage, such as an exam or interview, we will send you an e-mail with additional information on the assessment format so that you can determine if you may require an accommodation (such as a different test format, an adaptive technology, or additional time).
• A passing mark will be established for each qualification assessed. Essential qualifications listed in the advertisement are mandatory. Therefore, if you don’t obtain the passing mark established for an essential qualification, your application will no longer be considered and you will be notified of this outcome.
• Please note that assessors may select candidates for the next assessment phase based on asset qualifications, scores obtained, etc.

GENERAL INFORMATION
Acknowledgment of receipt of applications will not be sent; we will contact candidates when the screening process (review of applications) is completed.

Communication for this process will be sent via email and/or via your GC Jobs account. It is your responsibility to ensure accurate contact information is provided and updated as required. You should also include an email address that accepts email from unknown users (some email systems block these types of email). It is your responsibility to regularly check your email, junk email and your GC Jobs account to know all the details about this process.

It is to be noted that it is your responsibility to ensure that, during the life of this selection process, you communicate any changes related to your telephone number or e-mail address to the email address indicated on the poster. Failure to do so might exclude you from the selection process.

You are entitled to participate in the appointment process in the official language of your choice.

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.