Information Technology Support Specialist
Closing date: 27 July 2021
Competition: 106219 (Internal/External)
Status: Regular Full-time
Section: Information Technology and Information Management
Salary Scale: $66,122 to $ 77,847
About the Canada Council for the Arts
Join our team and play a role in supporting Canadian creativity. The Canada Council is a dynamic, highly-respected federal Crown corporation with a mandate to foster and promote the study and enjoyment of, and production of works in, the arts for the benefit of all Canadians. We offer competitive salaries and benefit package. For more information about the Canada Council for the Arts, please visit our website at www.canadacouncil.ca.
About the role
Under the direct supervision of the Manager, Information Technology Operations, the incumbent provides first and second level information technology support via telephone, email and in person, including problem resolution, corrective action, testing and documentation and diagnostics to the Canada Council users of information technology services (desktop computers, networks, telecommunications and telephones).
As the Information Technology Support Specialist, you will:
- investigate support issues in sequence and in a detailed fashion;
- be responsible for the monitoring and tracking of incident reports, obtaining all relevant information from the user to document the history of the incident and subsequent resolution;
- provide timely and professional service to all clients to ensure client satisfaction until resolution;
- troubleshoot, diagnose and efficiently resolve simple to complex technical problems and recommends solutions for a wide range of hardware and software problems;
- provide technical advice and system support to users to optimize their use and integration of IT services;
- follow established procedures, where necessary, to assign problem tickets to third level support for resolution;
- maintain a professional and cooperative working relationship with clients;
- communicate effectively both orally and in writing, in both official languages, while discussing issues with users in technical or non-technical terms;
- help maintain a current knowledge base by adding new information and modifying and/or deleting existing information;
- develop training material and trains users as required;
- perform other related duties.
You may be required to travel up to ten (10) days per year and on occasion, work irregular hours. Overtime sometimes required.
This position is in Ottawa.
Requirements of the position
*Important: Please submit your resume clearly demonstrating how you meet the following qualifications for Education and Experience. Please note that selection for further consideration will be based solely on the information provided in your resume and in the application form.
- Three (3) year college diploma in Computer Science or an equivalent combination of education and professional experience related to the responsibilities of the position
- Three (3) years of experience directly related to the responsibilities of the position
- Experience in any of the following areas would be an asset: Cloud Computing; smartphones and iPhone; SCCM; Active Directory; Printers; iPADs; Microsoft Teams and Zoom for business; Unit4 and PC/Network Security, TCP/IP and wireless communications
- Strong technical knowledge of computer software and networks
Skills & Competencies
- Enjoys helping others and is committed to providing unparalleled customer service
- Superior problem solving and experience supporting a wide scope of issues
- Passionate about technology and committed to continuous learning and personal growth
- Ability to support multiple versions of software and operating systems
- Ability to troubleshoot and resolve desktop computer, network, telecommunications, and telephone problems in a Microsoft operating environment with Microsoft Office Suite (M365)
- Ability to provide clear direction on how to perform simple and complex tasks
- Ability to multitask and work well under limited supervision in a fast-paced office environment
- Excellent interpersonal, communication and project management skills
- This position requires the use of both official languages. Second official language requirements: an advanced level in oral and reading comprehension and an intermediate in writing.
How to apply
Send the complete Application Form quoting the competition number listed above and a copy of your resume to the attention of Mylène Mougeot, Human Resources, prior to the closing date by email at email@example.com.
For more information please contact Mylène Mougeot at 613-566-4414 or 1-800-263-5588, extension 4124 or by e-mail at firstname.lastname@example.org.
We thank all applicants for their interest; only those selected for an interview and/or a written exam will be contacted.
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The Canada Council for the Arts 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 targeted groups (women, visible minorities, Indigenous peoples and persons with disabilities) when you apply. Please note that while Council uses other terms such as Indigenous (for Aboriginal peoples) in this posting, Council uses the terminology prescribed by legislation for the purposes of employment equity monitoring and reporting.
We are committed to providing a workplace that is inclusive and accessible to all. Should you require accommodation during the staffing process, please do not hesitate to contact a member of our Human Resources team.
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Send the completed form to:
Human Resources, The Canada Council for the Arts,
150 Elgin Street, P.O. Box 1047,
Ottawa, Ontario, K1P 5V8.