IM / IT Support Analyst (Anticipatory)

Reference number : RSN24J-013784-000861

Selection process number : 2024-RSN-EA-CMSS-624325 Natural Resources Canada - Corporate Management and Services Sector - Chief Information Officer Branch

Calgary (Alberta), Devon (Alberta), Edmonton (Alberta), Sidney (British Columbia), Vancouver (British Columbia), Victoria (British Columbia), Fredericton (New Brunswick), Dartmouth (Nova Scotia), Hamilton (Ontario), Ottawa (Ontario), Sault Ste. Marie (Ontario), Québec (Québec), Sainte-Foy (Québec), Sherbrooke (Québec), Varennes (Québec)

IT-02

83,961 to $105,080

For further information on the organization, please visit

Closing date : 29 December 2024 - 23 : 59, Pacific Time

Who can apply : Persons residing in Canada, and Canadian citizens and Permanent residents abroad.

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.

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.

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.

EXPERIENCE :

Recent

and Significant

experience in providing technical support to clients on Information Technology (IT) services in an IT Service Desk environment for both on-site and at remote / off-site locations.

Recent

and Significant

experience in configuring, maintaining, troubleshooting, and managing desktops, laptops, printers, and IT peripherals in enterprise environment.

Recent

and Significant

experience in using remote support tools (software / hardware) to connect, analyze and resolve IT issues.

Recent

experience in using incident management tools such as Assyst, Tivoli, Remedy etc.

Recent

experience in supporting, configuring, and troubleshooting Microsoft Office suite (2016 or 365).

Recent

experience in Microsoft Active Directory and TCP / IP networking in enterprise environment.

Recent

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.

Significant experience is defined as experience that would normally be associated with performing these duties for one year or more.

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

Various language requirements

KNOWLEDGE :

• Knowledge of call tracking software.
• Knowledge of Office Suite 365 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 :

• Experience in supporting Windows 11 desktop operating system.
• Experience in supporting Entrust Intelligence software.
• Experience in using Azure.
• Experience in researching and analyzing new Information Management / Information Technology (IM / IT) technologies and trends.
• Experience in using Government of Canada Secure Remote Access.
• Experience in the procurement, configuration and installation of computers and computer hardware used for specific, highly technical applications such as laboratories and critical systems.
• Experience in supporting and trouble-shooting Android and iOS smartphones in an enterprise environment.
• Experience providing support for Microsoft Teams Room (MTR) boardroom, Cloud Video Interop (CVI), and Tandberg Video-Conferencing Systems in an enterprise environment.

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.

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.

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.