IT Support 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

POSITION LOCATION / WORK ARRANGEMENT:
Due to the nature of the work and operational requirements, this position requires full-time physical presence at the designated position location Toronto (ON) and as such, this position is not suitable for telework.

EMPLOYMENT EQUITY:
OSFI is dedicated to building and promoting a diverse, equitable and inclusive workforce, representative of all Canadians regardless of race, ethnicity, colour, religion, sex, age, disability, sexual orientation, gender identity or expression, socio-economic background or lived experience. By embracing diversity and inclusion, our department ensures broader discussions, better decisions, and a more positive workplace. We welcome all candidates to apply and strongly encourage candidates to self-declare if they belong to an Employment Equity designated group: Aboriginal Peoples, Persons with Disabilities, Women or Visible Minorities (Black people and other racialized groups).

Duties

The IT Support Officer will provide end-user operational technical support services to OSFI staff to ensure that authorized end-user IT hardware and/or software, and network resources are accessible, operational and being used effectively. These support services include:
• Installation
• Configuration
• Monitoring
• Troubleshooting
• Supporting a variety of end-user hardware and/or software components
• Providing advice, assistance, and instruction on hardware and/or software use and application
• Administering part of the shared end-user components of OSFI's network infrastructure in a help-desk environment.

Work environment

Our Role:
OSFI is an independent federal government agency that regulates and supervises more than 400 federally regulated financial institutions and 1,200 pension plans to determine whether they are in sound financial condition. In fulfilling its mandate, OSFI supports the government's objective of contributing to public confidence in the Canadian financial system.
Learn more about us 👉 https://youtu.be/QO_3vnPKuZI

Why Choose OSFI:
People are the foundation of our organization. You will become part of a diverse community that acknowledges everyone has varied experience and fosters an environment where communication and teamwork amplify our effectiveness. OSFI is passionate about fostering a workplace where all people feel welcome, can reach their full potential, and contribute their unique perspectives and experience to the success of the team. We have several networks dedicated to ensuring that the department continues to grow as an inclusive, accessible, respectful, and diverse workplace. Some examples include: 2SLGBTQIA+, Mental Health and Accessibility, Multiculturalism (Affinity Groups: Indigenous, Asian, Black), Unconscious Bias.
Hear about our people 👉 https://youtu.be/diUspmpYWQI

💵 Compensation: OSFI offers a competitive salary, and employees may be eligible for in-range increases and economic adjustments. Salaries are based on qualifications, experience and knowledge. The Public Service Pension Plan is a defined benefit pension plan (indexed for inflation), where both the employer and the employee contribute.

🏥 Health Care Coverage: OSFI employees and their dependents are eligible to be enrolled in the Public Service Health Care Plan, designed to supplement provincial/territorial health insurance plans.

💰 Performance Pay: OSFI employees are eligible for an annual bonus based on their performance throughout the year.

✈️ Vacation and Leave: OSFI employees start with 4 weeks of paid vacation, 2 personal days and 5 days of Family Related Leave with Pay among other various types of paid and unpaid leave.

💻 Flexible Work Arrangements: OSFI offers flexible work arrangements by providing support for compressed work week schedules, flexible work hours and teleworking, in order for employees to achieve their work objectives while achieving balance between work and homelife.

📖 Learning and Development: OSFI offers career advancement opportunities and encourages innovative thinking in its work environment. Employees may be reimbursed for relevant professional association membership fees.

Intent of the process

The immediate need is to staff one position with a language requirement of English essential on an term basis.

A pool of qualified or partially qualified candidates may be created to staff similar or identical positions with various linguistic profiles, security requirements, tenures, and/or locations within the Office of the Superintendent of Financial Institutions (OSFI), which may vary according to the position being staffed.

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)

ESSENTIAL EDUCATION
• Graduation from a two-year (2) program of study from a post-secondary institution with specialisation in computer science, information technology, or another relevant field, OR an acceptable combination of relevant professional industry experience and education.

Degree equivalency

ESSENTIAL EXPERIENCE
• Recent experience* providing Tier-1 support in a centralized or distributed call center environment.
• Recent experience* providing support in an Enterprise scale Microsoft environment with its related hardware.
• Recent experience* troubleshooting in a Microsoft Office environment (Office 2016-Office 365).
• Experience using ticket tracking software.
• Experience in providing users with instructions over the telephone.

*Recent experience is defined as approximately one (1) year of relevant experience gained within the last five (5) years.

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

ASSET CERTIFICATION
• MCP and/or MCSE Microsoft Certification
• A+ (CompTIA) Certification
• Network+ (CompTIA) Certification
• HDI Certification at the Customer Service Representative (CSR) level

Degree equivalency

ASSET EXPERIENCE
• Experience providing remote access VPN client support.
• Experience supporting Executive level users.
• Experience using ITIL-based ServiceNow ticket tracking software.
• Experience in an enterprise-wide operating system upgrade or rollout.
• Experience in a major hardware upgrade or rollout.
• Experience with computer imaging technologies, such as but not limited to, Microsoft System Centre Configuration Manager (SCCM), Microsoft AutoPilot, Microsoft Deployment Toolkit (MDT), Microsoft User State Migration Tool (USMT), Preboot Execution Environment (PXE).

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

English essential

Information on language requirements

ESSENTIAL KNOWLEDGE
• Knowledge of Windows Active Directory.
• Knowledge of the Windows 10 or Windows 11 operating system.
• Knowledge of networking troubleshooting at the client level.
• Knowledge of hardware diagnostics.

ESSENTIAL COMPETENCIES
• Critical Thinking
• Results Orientation
• Growth and Development
• Interpersonal Communication

ESSENTIAL ABILITIES
• Ability to communicate effectively in writing.
• Ability to communicate effectively verbally.

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

ASSET KNOWLEDGE
• Knowledge of Encryption.
• Knowledge of Smartphone support in a Microsoft Intune enterprise environment.
• Knowledge of ITIL processes and procedures.

ORGANIZATIONAL NEEDS
• OSFI is committed to having a skilled and diverse workforce representative of the Canadian population. In order to meet our employment equity objectives, selection for this position may be made from among qualified candidates who self-declare as belonging to one or more of the following Employment Equity groups: Persons with a disability, Aboriginal people, Members of a Visible Minority, or Women. OSFI is committed to diversity and inclusion, and we strongly encourage candidates to self-declare if they belong to one of these designated employment equity groups.

OPERATIONAL REQUIREMENTS
• Availability and willingness to travel within Canada on short notice when required.
• Availability and willingness to work overtime.

Conditions of employment

Secret security clearance

• Ability and willingness to work flexible hours when required.

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

• For external processes (as indicated by the abbreviation “EA” in the selection process number), only those selected for further consideration will be contacted.

• OSFI is a separate agency with its own classification and compensation system. OSFI's staffing is subject to the Public Service Employment Act (PSEA).

• All written and verbal communication obtained throughout the staffing process, from the time of application to close of process, may be used to evaluate the candidate.

• Candidates must meet all of the essential qualifications to be appointed; however, depending on the requirements of the specific position(s) being staffed, one or more asset criteria or organizational need may be invoked at any stage of the process.

• Staffing strategies such as random selection, top-down approach and/or establishing cut-off scores to determine who will continue in the staffing process, may be used for the purpose of managing applications. Please note that although you may attain the established pass mark on any of the assessments used in this staffing process, management may decide to use a higher cut off score.

• Eligible candidates may be considered and offered a deployment or Interchange before considering other applicants.

• Persons are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

• Email correspondence will be the only method of communication with candidates for this selection process, please ensure it accepts messages from unknown users. Please ensure you check your spam folder for any communications from OSFI. You must provide valid and updated contact information.

• All job applications must be submitted through the Government of Canada public service jobs website. Do not email or mail hard copy documents as these will not be accepted. To submit an application online, please click on the "apply now" button. Persons without Internet access may also review jobs open to the public through INFOTEL at 1-800-645-5605.

• If you have a limitation that may impact your performance at any step of the assessment process (such as submitting the application, written test, or an interview), you may request an accommodation. Assessment accommodations are designed to remove barriers, and to ensure that candidates with limitations can fully demonstrate their abilities. Should you wish to be accommodated, please inform us by sending an e-mail to the following address: . All information received in relation to accommodation will be kept confidential.

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.