Service Desk 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 Canada Energy Regulator works to keep energy moving safely across the country. We review energy development projects and share energy information, all while enforcing some of the strictest safety and environmental standards in the world. Headquartered in Calgary, Alberta with regional offices in Montréal, Vancouver and Yellowknife, the CER has approximately 500 employees.

The Federal Public Service is stronger and most effective when we reflect the diversity of the Canadian population we serve. The Canada Energy Regulator (CER) is dedicated to building and promoting a diverse, equitable and inclusive workforce, representative of all Canadians regardless of race, ethnicity, sex, age, disability, sexual orientation, gender expression, socio-economic background or lived experience.

“Indigenous peoples” and “Aboriginal peoples” refer to people who are North American Indian or members of a First Nation, Métis or Inuit. North American Indians or members of a First Nation include treaty, status or registered Indians, as well as non-status and non-registered Indians. The term “Indigenous peoples” is used on this page and aligns with international usage. “Aboriginal peoples” is the legislative term that appears in the Employment Equity Act and the Employment Equity Regulations.

Achieving a representative and diverse workforce has been identified as an organizational need for CER 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. To learn more about self-declaring, we encourage you to consult the following two links to learn more about employment equity and self-declaration:

https://www.canada.ca/en/services/jobs/opportunities/government/self-declaring-because-we-care.html

https://www.canada.ca/en/public-service-commission/jobs/services/gc-jobs/employment-equity.html

The CER is recognized as one of Canada's Top 100 Employers in a national competition to determine which employers lead their industries in offering exceptional workplaces for their employees.

Duties

As part of the Client Service team, the Service Desk Analyst provides professional IT and telecommunication services to the CER and clients. These services include incident management and response, problem resolution, minor infrastructure changes, IT product (hardware and software) deployment and technical support at Hearings. As the primary service provider for technology support, you are enabling everyone in the CER to do their job by providing technologies and tools. You will also play an essential role in protecting the Canadian public interest through assisting during the CER’s public hearings.

Intent of the process

Qualified candidates may be used to staff other similar positions at an equivalent or lower level on a term, indeterminate or acting basis.

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)

Education: College diploma in an IT related discipline.

Degree equivalency

Experience:

E1 Experience providing technical guidance on IT related subject matters to various client groups and with different levels of technical knowledge.

E2 Recent* experience in providing client support of network and computer including Active Directory, imaging and diagnostics of issues.

E3 Recent* experience using IT service management software to process requests.

E4 Experience assisting staff and clients with the installation and configuration of computing equipment such as printers, networks, multi-display monitors, telepresence, wireless routers, and internet services.

*Recent is defined as within the last 5 years.

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

Asset Qualifications

AQ1 Experience in an IT Service Desk environment.
AQ2 ITIL, HDI Help Desk, ITSM or Microsoft certifications.
AQ3 Experience in supporting telecom or mobile devices.
AQ4 Experience in supporting Audio/Visual meetings (teleconferencing).

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

Various language requirements
Official Language Proficiency: English Essential, Bilingual Imperative BBB/BBB

The current vacancy is for English Essential; however, we are looking to create a list of qualified candidates which may be used to staff other English Essential or Bilingual (BBB/BBB) positions in the future.

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

Organization-wide and Business Competencies:

OC1 Leadership & Teamwork (Apply)

OC2 Accountability & results Orientation (Apply)

OC3 Initiative & Adaptability to Change (Apply)

OC4 Oral Communication (Apply)

OC5 Written Communication (Apply)

Technical Competencies:

TC1 Technical Knowledge (Apply)
• IT Technical problem-solving by systematic reduction of variables and issues to determine root-cause at a client issue level.
• Basic testing and validation of software and hardware and development of technical documentation.

TC2 Information Technical Security (Apply)
• Perform root cause analysis of simple desktop security issues.

Competency Level Definitions

Apply is defined as demonstrating sound understanding of the competency and ability to apply and contribute.

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

1. The CER has a classification system that differs from the greater public service. This NEB-08 position is similar to an IT-02 in terms of salary range only. The benefits offered, including relocation assistance, may be significantly different than those offered in the greater public service. This position is subject to CER’s Professional Institute of the Public Service of Canada Collective Agreement.

2. Salary: Effective 1 November 2021 NEB-08, $75,770 to $92,185

The CER has the following forms of additional compensation that are separate from base salary, the eligibility for which is determined, in accordance with the provisions in the collective agreement or terms and conditions of employment for the duration period specified:
• a Calgary Allowance in the amount of 4.95% of base salary may be paid on a bi-weekly payroll basis for employees who reside within the daily commuting distance of Calgary (150 km)
• annual performance pay which includes elements of individual performance (60% of payout) and corporate performance (40% of payout)

3. Application Requirements: Applicants must submit, by the closing date, a resume and cover letter clearly demonstrating how they meet the essential qualifications of education and experience. Applicants are strongly encouraged to demonstrate how they also meet the asset qualifications. Asset qualification(s) may be used at any point in the selection process (screening and/or assessment). Failure to provide sufficient information will result in applicants being screened out.

Applicants must provide a valid e-mail address which is functional at all times and accepts messages from unknown users. Our intention is to communicate with applicants by e mail for assessment purposes including sending invitations for written tests, interviews and issuing selection process results.

Candidates will need to provide proof of their education prior to appointment. Candidates with foreign credentials must provide proof of Canadian equivalency. Consult the Canadian Information Centre for International Credentials for further information at https://www.cicic.ca.

NOTE: Equivalencies granted by the Canadian provincial authorities with respect to Applied (Bachelor's) Degrees by colleges and technical institutes (i.e. in Ontario, British-Columbia, Alberta & Manitoba) must always be accepted as equivalent to Bachelor Degrees granted by universities in the provinces concerned.

4. Head Office Location – Calgary, AB: 210, 517 10th Avenue SW

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.