IT 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 recognize our responsibility and are fully committed to reconciliation with Indigenous Peoples, and finding and eliminating racism as well as systemic and structural barriers in our people management, policy and programs. In order to achieve this goal, we strongly encourage you to tell us if you belong to one or more of the following groups: Indigenous, Black and other racialized minorities, Persons with a Disability, Women and LGBTQ2+.

How to apply?

If you think that you meet the qualifications listed below:
• Click "Apply online"
• Upload your resume
• Respond to the screening questions

***Please note that only applications received directly via GC Jobs will be accepted. Persons with disabilities preventing them from applying online are asked to contact the persons listed below.***

For tips on how to apply, check out this video: http://www.youtube.com/watch?v=0GW7P3g9hhIl

Work environment

WHY WORK WITH US!

Come join a team of people who are dedicated to building a stronger, better and more inclusive Canada. Our work helps to reunite families and protect displaced and persecuted people, while attracting top talent from across the globe to contribute to our social and economic prosperity. Both concepts are important - maximizing the social and economic benefits of managed migration (while sometimes sounding banal) is one of our main objectives. Whether we are working on temporary entry, permanent residency, citizenship, passports, or the many internal services that enable our work, we are helping to shape the welcoming, diverse, inclusive and prosperous country we want to be.

Employee testimonials:
“There are many opportunities to move around and up at IRCC, which has kept my career interesting and wholesome. No matter what position I’ve held, I know I’m an integral part of the IRCC community and helping our clients, which makes IRCC a rewarding place to work.” Sharon T.

“I like the IRCC culture and being a small part of its mandate; providing support and being recognized for it.” Vicky C.

What’s in it for you:
• One of Canada’s Best Employers (Forbes 2021)
• A career among a dynamic and dedicated team
• Opportunities for advancement
• A wide variety of positions to diversity your career
• IRCC supports a hybrid workplace and telework or flexible work arrangements may be possible

If you share our vision for a strong and inclusive Canada, come be a part of the IRCC Team!

Intent of the process

This process may be used to establish a pool of candidates to staff similar positions at an identical or equivalent group and level with various official language proficiencies, various security profiles, various tenures at Immigration, Refugees and Citizenship Canada.

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.

Notes:
1. 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.
2. Indeterminate incumbents of positions in the CS group on May 10, 1999, 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.
3. At the manager’s discretion, an acceptable combination of education, training and/or experience may serve as an alternative to the minimum education stated above. Whenever the minimum education is met using this alternative, it is met for the specific position only and must be re-assessed for other positions for which this alternative has been specified by the manager

Degree equivalency

EXPERIENCE

EX1 Recent* experience in providing IT technical support in person, over the phone or remotely.

EX2 Recent* experience in the installation and configuration of hardware and software on personal computers.

*Recent: “recent experience” is defined as an experience normally gained within the last four (4) years and may include student placements in government or private sector.

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

ASSET QUALIFICATIONS - EXPERIENCE

An asset qualification is considered a "nice to have." Asset qualifications may be used when considering best fit or future hiring needs. Candidates do not need to meet all of the following qualifications.

AEX1 Experience working with an service management ticketing system such as BMC Remedy or another similar tool.

AEX2 Experience in basic administration of Windows Active Directory user accounts.

AEX3 Experience providing IT Helpdesk call centre support services.

AEX4 Experience with network and cloud services such as Microsoft Active Directory or Microsoft Azure.

AEX5 Experience providing support and troubleshooting services on mobile devices (Android, IPhone).

AEX6 Experience in the installation, configuration and/or administration of an operating system.

AEX7 Experience in IT Security principles, practices, policies, products and/or technologies.

**NOTE: Depending on the position being staffed, the hiring manager may deem one or more of the above asset qualification to be an essential qualification. In cases where one of the above assets is deemed to be “essential” only candidates, veterans and persons with a priority entitlement who possess that specific qualification in addition to the stated essential qualifications will be considered.

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

Various language requirements
English or French Essential; English Essential, Bilingual BBB/BBB

Information on language requirements

COMPETENCIES

C1 Values and Ethics
C2 Adaptability & Flexibility
C3 Effective Interactive Communication (Oral & Written*)
C4 Cooperation and Collaboration
C5 Client Service Orientation
C6 Dependability

*Written component of Effective Interactive Communication will be assessed through candidates’ online application and/or email communications.

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

ORGANIZATIONAL NEEDS

IRCC is committed to having a Diverse and Inclusive workforce. As such, preference may be given to under-represented Employment Equity Groups:
• Indigenous Peoples*
• Persons with disabilities, and
• Racialized persons**
• Women

*referred as Aboriginal Peoples in Employment Equity Act
**referred as Members of Visible minorities in Employment Equity Act
Link: https://www.laws-lois.justice.gc.ca/eng/acts/e-5.401/page-1.html

OPERATIONAL REQUIREMENTS

• Ability and willingness to work overtime.
• Some positions may require to lift, to carry, to bend and to set down equipment weighing up to 20 kg.
• Ability to work flexible hours.
• Ability and willingness to carry a government mobile device.
• Ability and willingness to travel may be required for certain positions.
• Ability and willingness to work virtually (telework) and in the office (on-site) as required.

Conditions of employment

SECURITY   
Reliability status security clearance
Secret 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

The assessment process will include the following steps:

STEP 1 – INTRODUCE YOURSELF

Please make sure to fully answer the screening questions and provide details as the information you provide will be shared with hiring managers. Résumés will be used as a secondary source to validate the education and/or experience described in the screening questions.

STEP 2 – SHOW US!

If your application is screened in, you will be invited to the next stage of assessment which may include one or more of the following: an online exam, an interview and/or references.

Step 3 – LANGUAGE ASSESSMENT

For candidates who are interested in being considered for a bilingual position, Second Language Evaluation (SLE) may be conducted.

Please note that SLE is an essential qualification. If you would like to prepare yourself for the SLE tests, please visit the Second Language Evaluation information for candidates’ page: https://www.canada.ca/en/public-service-commission/services/second-language-testing-public-service.html.

STEP 4 - SECURITY CLEARANCE

The hiring department is responsible for the Personnel Security Clearance process. The process may involve reference inquiries, verification of qualifications, criminal records checks, credit checks (if required) and fingerprints.

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Acknowledgment of receipt of applications will not be sent; we will contact candidates when the screening process is completed.

Candidates will be required to acknowledge through their application that they have read and understood IRCC's Confidentiality Agreement in order to be referred for assessment.

Communication for this process will be sent via email. It is the responsibility of the candidate to ensure accurate contact information is provided and updated as required. Candidates who apply to this selection process should include an email address that accepts email from unknown users (some email systems block these types of email).

Please note that your overall conduct and communications, including e-mail correspondence, throughout the entire process may be used in the assessment of qualifications and competencies.

Candidates must provide proof of education credentials at a later time in the process. 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/2/home.canada

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.