Client Support Specialist

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

ACOA prioritizes an inclusive, equitable and safe work environment. This means that ACOA highlights equity and inclusion in all steps of the selection process. Our aim is to have a workplace that welcomes visible and invisible forms of diversity.

Duties

This IT position is the first point of contact for all IT incidents and problems. The position is responsible to provide onsite and remote technical support to restore client services as quickly as possible with an emphasis on maintaining client satisfaction.

The Client Support Specialist is responsible for the maintenance and support of IT services:
• Provide service to clients by analyzing their needs, responding to their queries/requests and providing guidance and familiarization with the available information technology services.
• Ensure the integrity, stability, and availability of IT services by maintaining, monitoring, implementing, and supporting all systems and processes provided and supported by IT.
• Promote and maintain good IT knowledge transfer by generating regular reports that document results of completed work.
• Troubleshoot and resolve problems by investigating, analyzing, and collecting information.
• Provide service to clients by analyzing their needs, responding to their queries/requests and providing guidance and familiarization with the available information technology services.
• Liaise with other areas to provide support and technical expertise, and resolve IT related issues.
• Maintain knowledge and use of technical corporate services by researching and keeping abreast of the latest developments in technology.

Intent of the process

This process will be used to staff one bilingual* position (BBB/BBB - intermediate level) in Fredericton on an temporary/term basis.

* You must be able to work in English AND in French (Reading, Writing and Oral proficiency).

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:
Successful completion of two (2) years of an acceptable post-secondary educational program in computer science, information technology or a specialization relevant to the position.

Degree equivalency

EXPERIENCE:
• Experience* in managing and/or coordinating a high workload or multiple client requests.
• Experience* in providing client services.
• Experience* in providing support and troubleshooting applications, operating systems and hardware.

*Experience acquired while attending post-secondary studies may also be considered.

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

Bilingual - Imperative (BBB/BBB)
* You must be able to work in English AND in French (Reading, Writing and Oral proficiency). You must already have second language evaluation results at this level (proof will be required) or you must agree to undergo a second language evaluation.

For more information on the language requirements, click on the link below.

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

KNOWLEDGE:
• Knowledge in Information Technology trends and practices
• Knowledge in Information Management and Digitalization practices

COMPETENCIES:
• Client service orientation – Understanding, interpreting and responding to client needs and expectations
• Analytical thinking - Analysis and judgement required to ensure the right decisions are made and actions processed accurately.
• Teamwork – Actively participating in and fostering an environment that sustains a collaborative approach to working with others.
• Results achievement – Delivering quality products and services in a timely, effective and efficient manner
• Self-management – Demonstrating personal attributes that improve performance

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

ASSET EDUCATION:
• Technical certification in an IM/IT field (e.g. Microsoft, Comptia A+,ITIL, etc.)
• Bachelor’s degree in a relevant field

Degree equivalency

ASSET EXPERIENCE:
• Experience in supporting and maintaining various versions of Microsoft Windows operating systems.
• Experience in supporting and maintaining various versions of MS Office
• Experience using incident Ticketing System
• Experience using and supporting Cloud technologies
• Experience in configuring smartphones.
• Experience in using inventory and asset management software.
• Experience in using video conferencing equipment and software.
• Experience managing small projects.
• Experience using SharePoint
• Experience using SCCM
• Experience using Active Directory Services
• Experience in preparing technical documentation, such as, but not limited to: procedures, user guides, IM/IT requirements or technical notes to internal or external clients.

ORGANIZATIONAL NEEDS:
In support of achieving a representative workforce, current and/or future organizational needs may require that consideration be given to candidates self-identifying as belonging to one of the following employment equity groups: women, members of visible minorities, persons with disabilities and Aboriginal Peoples.

OPERATIONAL REQUIREMENTS:
• Flexible work hours or overtime with minimal notice may be required.
• Work in a virtual environment and work in the office as required.
• Travel may be required.
• Physical effort is required, such as frequent walking, bending, lifting and performing light duty maintenance at employees’ workstations.

Conditions of employment

Reliability Status 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

- Various assessment tools may be used.
- You must provide proof of your education credentials.
- Persons are entitled to participate in the appointment process in the official language(s) of their choice.
- A random and/or top down selection of candidates may be used in the determination of those to be given further consideration in the assessment process.
- For this selection process, it is our intention to communicate with candidates via email for assessment purposes. 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. It is also the candidate's responsibility to ensure accurate information is provided and updated as required.

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.