IM/IT Support Analyst (Anticipatory)

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

When you apply to this selection process, you are not applying for a specific job, but to an inventory for future vacancies. As positions become available, applicants who meet the qualifications may be contacted for further assessment.

Candidates may be referred from this inventory for various positions based on the needs of the organization, asset qualifications, or random selection. The inventory will be updated every 60 days. If your application is part of the inventory, you will receive a system generated email notice in your applicant account 10 days before that period. The notice will ask you whether your application should continue to remain active for an additional 60 days. Failure to respond to the email will result in the inactivation of your application. You will need to reactivate your application to be considered for staffing opportunities.

Duties

The Service Desk at Natural Resources Canada is looking for technicians to join our dynamic team to provide technical support to over 5000 internal end-user clients. We provide technical support and assistance at all levels to internal clients, including resolving a broad range of software and hardware issues. Technicians work together as a team to find solutions, develop procedures, share experiences and learn from each other. This role involves recording, prioritizing, and resolving common informatics problems over the phone, by remote access and in-person onsite

Work environment

At Natural Resources Canada, a Federal government job means developing leadership skills, fostering teamwork, and supporting creativity and innovation. We know it takes people from diverse pools of talent to make this happen. That is why we are looking for people like you. As an employee at Natural Resources Canada you can enjoy diverse employment opportunities, a range of career development programs, and a learning culture that supports you to learn on an ongoing basis. We support balancing your work and private life by offering the benefits of flexible work arrangements.

Intent of the process

This process is intended to create and maintain an inventory of candidates to staff IT Service Desk Technicians.

Applications will be pulled from the inventory on a regular basis in order to fill immediate needs in various locations, and various linguistic profiles such as: Bilingual BBB/BBB, English, English or French etc. Depending on the position being staffed, additional qualifications may be required by the hiring manager(s). You will have the opportunity to submit information relevant to any additional qualifications that may be required.

And a pool of (fully or partially qualified) candidates may be established through this process to staff identical or similar positions within Natural Resources Canada with various tenures and/or various linguistic requirements (imperative and/or non-imperative).

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.
Note:
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:
- Recent * experience in providing technical support to clients on IT services in an IT Service Desk environment for both on-site and remote/off-site locations.
- Recent * experience in configuring, maintaining, troubleshooting and managing desktops, laptops and smartphones in enterprise environment.
- Experience in using remote support tools (software/hardware) to connect, analyze and resolve IT issues.
- Experience in supporting, configuring, and troubleshooting Microsoft Office suite (2016 or 365).
- Experience in Microsoft Active Directory and TCP/IP networking in an enterprise environment.
- Experience in supporting Windows 10 desktop operating system.

* Recent experience is defined as experience that would normally be associated with performing these duties within the last three (3) years.

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

Various language requirements
Language Requirements :
Bilingual BBB/BBB
English essential
English or French essential

Information on language requirements

KNOWLEDGE:
- Knowledge of call tracking software.
- Knowledge of Outlook configuration.

ABILITIES:
- Ability to communicate effectively orally
- Ability to communicate effectively in writing
- Ability to manage and prioritize workload
- Ability to troubleshoot IT technical issues

PERSONAL SUITABILITIES:
- Discretion
- Client Service Orientation
- Effective Interpersonal Relationships
- Team Player
- Initiative

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

ASSET EXPERIENCE: Asset experience may be used for volume management.
- Experience in supporting Entrust Intelligence software.
- Experience in using Service Desk Incident Management tools such as Assyst, Tivoli, Remedy etc.
- Experience in using Azure.
- Experience providing support for Microsoft Teams Room (MTR) boardroom, Cloud Video Interop (CVI), and/or Tandberg Video-Conferencing Systems in an enterprise environment.
- Experience in researching and analyzing new Information Management/Information Technology (IM/IT) technologies and trends.
- Experience in supporting and trouble-shooting Android and iOS smartphones in an enterprise environment.

Selection may be limited to members of the following Employment Equity groups: Aboriginal persons, persons with disabilities, visible minorities, women

Information on employment equity

OPERATIONAL REQUIREMENTS:
Willing and able to work overtime as required.
Willing and able to work remotely and onsite.
Willing and able to travel as required.
Ability to push carts, move boxes and able to lift 20 Kgs or more.

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

WHAT TO EXPECT AFTER YOU APPLY

• As positions become vacant or needs arise you may be contacted by a hiring manager.
• You may not be contacted immediately after submitting your application, but please be assured that your information will be retained for the duration that the inventory is open.
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FREQUENTLY ASKED QUESTIONS

• How will you communicate with me?
We will contact you by email. Please ensure that your email is valid and accepts messages from unknown users. It is your responsibility to regularly check your inbox, junk mail and your GC Jobs account to find out about all the information regarding this inventory.

• How does an inventory work?
An inventory is a selection process that can be used by various hiring managers to meet their current and future needs. As a result, you will apply only once to be considered for multiple job opportunities.

• Will I be able to be reassessed following an elimination email?
Yes. You will be able to be reassessed after 6 months should your application be randomly selected by the system. We strongly suggest candidates to update their application should any changes occur during the time their application was submitted.

• Why was my application automatically rejected when I submitted it?
In order to be placed in the inventory, you must meet the essential qualifications at the time you submit your application. If you receive a message "Application rejected at screening" immediately after submitting your application, you probably answered "No" to a screening question assessing an essential qualification. If you have incorrectly indicated "No" for this qualification, simply retrieve your application and update your answer to the screening question.

• What does "Registered in the inventory" mean?
Once your application has been successfully submitted to the inventory, your status may be: "Date of disclosure of results: Listed in the inventory". This automatically generated message by the system means that your application can be considered. You will be informed in the event that your application is considered as part of a process generated from this inventory.

• What happens if my application expires?
Your application will be kept in the inventory for 6 months. A notice will be posted in the "My Job File" menu of your account 7 days before your application expires. If you do not take this into account, your application will be deactivated and it will no longer be considered for submissions from this inventory. In the event that your application expires during the effective period of this inventory, a notice will be posted in your account. If you wish to confirm your interest and reactivate your application, select the "Renewal of my application" link.

• Who can I contact if I have technical difficulties with the GC Jobs website?
You can contact the Public Service Commission of Canada's support centre by selecting the "Contact Us" link below, in the left corner of this window, or by calling 1888-780-4444.

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.

Apply online