IM / IT Support Analyst (Anticipatory)

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

IT-02

Salary: $83,961 to $105,080

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

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.

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. 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 to fill immediate needs in various locations, and various linguistic profiles such as: Bilingual BBB / BBB, 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.

Positions to be filled: Number to be determined.

Information you must provide

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.

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 remote/off-site locations.
• Recent and significant experience in configuring, maintaining, troubleshooting, and managing desktops, laptops, printers, and IT peripherals in an 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 an 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.

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.

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 troubleshooting 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?
• How does an inventory work?
• Will I be able to be reassessed following an elimination email?
• Why was my application automatically rejected when I submitted it?
• What does 'Registered in the inventory' mean?
• What happens if my application expires?
• Who can I contact if I have technical difficulties with the GC Jobs website?