Technical Support Officer

Employment and Social Development Canada; Ottawa; Hybrid; CAD 71,000 - 82,000; Full time

Benefits offered by this job

Hybrid work model

Competitive salary and benefits

Public service pension

Job summary

Canadian Institutes of Health Research- Digital and Security Services in Ottawa requires a Technical Support Officer to deliver IT helpdesk support for desktops, laptops, mobile devices, software and AV systems. You will assist with onboarding, training and knowledge management, reporting to the IT Service Desk Senior Lead.

The role emphasizes customer service, incident management and end-user support in a government environment with a hybrid work model and competitive benefits.

Qualifications

• Post-secondary education in computer science, information technology, or equivalent experience.
• Experience providing technical and customer support for computer systems, mobile devices and AV tech.
• Knowledge of cybersecurity basics and networking fundamentals is desirable.

Responsibilities

• Provide technical and customer support across devices, software and collaboration tools.
• Handle incidents and service requests as initial point of contact.
• Assist with onboarding, knowledge management and end-user training.

Skills

Technical support

Customer service

ITSM tools

Education

Post-secondary in CS/IT

Tools

ITSM tools

Job description

Canadian Institutes of Health Research- Digital and Security Services

Salary
$71,156 to $81,828-per annum with eligibility for performance pay.

Level
IT-01-The position is classified at the GR-7 level which is equivalent to an IT-01.

Who can apply
Area 1: Persons employed within the Federal Public Service occupying a position in the National Capital Region.Area 2:Persons residing in Canada, and Canadian citizens and Permanent residents abroad.Should there not be a sufficient number of applicants or qualified candidates within the first (1) area of selection, it will be expanded to include the second (2) area of selection. Applicants in the second (2) area of selection are encouraged to apply.
Eligible veterans and CAF members may apply. (Information on mobility for veterans and CAF members)

Duties
The Technical Support Officer is responsible for providing technical support and customer service to employees across the organization. Acting as the initial point of contact for IT related incidents and service requests, the incumbent supports desktop, laptop, mobile devices, software applications, telecommunications systems, collaboration tools, and audio-visual technologies.The role also contributes to knowledge management, service desk administration, user onboarding, and the delivery of end-user training to promote effective use of technology.The successful candidate will report to the IT Service Desk Senior Lead.

Work environment
WHO ARE WE?
The Canadian Institutes of Health Research is a federal government agency that provides funding to support the work of thousands of health researchers. CIHR's mission is to support a healthier Canada by leading investment in innovative and collaborative research and helping to solve our health care challenges today and in the future. Composed of 13 Institutes, CIHR provides leadership and support to more than 13,000 health researchers and trainees across Canada.
WHY WORK AT CIHR?
CIHR is dedicated to creating a healthy and stimulating work environment. People are the foundation of our organization. As a member of a CIHR team, you will become part of a diverse community where teamwork and the sharing of ideas amplifies our effectiveness. In addition to a dynamic environment where your work is valued by senior management, CIHR offers excellent conditions that set the agency apart from other employers. For instance, employees enjoy:

• Competitive salary scale: bilingual bonuses and performance pay;
• Progressive work environment;
• Hybrid Work Model;
• Seamless transition for public servants; and
• A great work-life balance.

As a Government of Canada Agency, CIHR employees are considered public servants and receive the same pension and benefits as the core public administration.
The CIHR is a separate agency of the Government of Canada, which allows us to establish human resources policies and programs that meet our specific needs. We encourage existing public servants to contact the email address below for questions related to transferring to a separate agency.CIHR offices are located at 234 Laurier Avenue West, in Ottawa, Ontario. CIHR has adopted a hybrid work model and follows the Direction on Prescribed Presence in the Workplace. Hiring managers will provide further details to candidates as applicable. The incumbent of this position will be required to report to the office a minimum of 3 days a week.

Intent of the process
The intent of this process is to staff 2 positions on an temporary basis (2 years). A pool of pre-qualified candidates may be established to staff future identical or similar positions within CIHR with various tenures (assignment, specified period or indeterminate), various security clearance levels and/or various bilingual linguistic profiles.

Positions to be filled
2

Important messages
2) A closed book exam and interviews will be conducted in person at 234 Laurier Avenue West.
3) We would like to thank all candidates who apply. Only those selected for assessment will be contacted. We will communicate with you regarding this process by email. Applicants should use an email address that accepts messages from unknown senders (some email systems block such messages). If you do not respond to our communications, we will interpret this as your withdrawal from the process.
4) From amongst those candidates that meet the essential criteria of education and experiences; CIHR may select a certain number of candidates that most closely meet the position requirements to participate in the next selection phase.
5) For questions, please contact [e-mail].

Your application must clearly explain how you meet the following

EDUCATIONSuccessful completion of a recognized post-secondary educational program in computer science, information technology, information management or an acceptable combination of education, training and/or experience.

EXPERIENCE

• Experience providing technical and customer support for computer systems, mobile devices, software, telecommunications and audio-visual technology;
• Recent experience troubleshooting and resolving hardware, software, operating systems and connectivity issues in a corporate environment;
• Experience using IT Service Management (ITSM) tools to manage incidents, service requests and asset records; and
• Experience applying IT service desk procedures, user account support and access requests.*Recent is defined as experience acquired within the last two years.

Applied / assessed at a later date

KNOWLEDGE

• Knowledge of current and emerging trends in information technology, desktop support, cloud services, software, applications, networks, infrastructure;
• Knowledge of cybersecurity principles, including multi-factor authentication, endpoint security, password management, and phishing awareness; and
• Knowledge of networking fundamentals, including IP, DNS, DHCP, VPN, Wi-Fi connectivity.

Language requirements (essential for the job)

May be applied / assessed at a later date

ASSET EXPERIENCE

• Experience working with artificial intelligence (AI) tools and technologies.

Our commitment

We're 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 contact the hiring organization below to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the population it serves. We promote employment equity and encourage you to self-declare if you belong to one of the designated employment equity groups when you apply.

Equity, diversity and inclusion

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the population it serves. We promote employment equity and encourage you to self-declare if you belong to one of the designated employment equity groups when you apply.

Learn more about diversity and inclusion in the public service .

The CIHR is committed to having a skilled and diversified workforce representative of the population it serves. In an effort to improve representation to reflect Canada’s diversity, preference may be given to candidates who, at the time of application, indicate that they are belonging to one of the following Employment Equity groups (self-declaration): Indigenous peoples, Women, Visible Minorities and Persons with Disabilities.

We'd like to thank all those who apply. However, only the people selected for further consideration will be contacted.