Technical Lead User Support - Ottawa, Canada - Public Service Alliance of Canada
Description
Branch :
Technology and Information Management Branch
Section :
Information Technology
Employment Type :
Term up to 12 months
Position Linguistic Designation :
Bilingual (English, French)
Job Band :
Band 10 UNIFOR 2025
Salary :
$97, $109, $1,763.31 Bilingual Allowance
Union :
UNIFOR 2025
Location :
Ottawa Headquarters
Closing Date : 11/24/2023
Employment Equity Designation :
As a result of the PSAC Workforce and Availability Analysis and in accordance with the PSAC Employment Equity Plan, preference for this position will be given to a qualified person from one of the following groups: Indigenous Peoples
PURPOSE OF POSITION
Under the general supervision of the Manager IT/IM Network Operations, the Technical Lead User Support is responsible to provide technical leadership in the day-to day operations related to providing desktop support and help desk services to end-users and testing in support of the PSAC's large, complex and diverse computing environment, both on premises in the PSAC data center and in the cloud.
QUALIFICATIONS
- Education/Experience _
Bachelor degree in Computer Science or a relevant discipline or a combination of education and technical experience in computer field with Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Solutions Expert (MCSE) certification or in process.
6+ years experience in support and troubleshooting Windows & Mac OS platforms (Windows 7 & 8) including mobile devices running Apple iOS, Blackberry & Android OS flavors
- Knowledge _
Knowledge of IT Service Management (ITSM) and ITIL best practices would be a definite asset.
In-depth working knowledge of the latest Microsoft Windows desktop operating systems and the Microsoft Office suites and Office365 is required.
Extensive experience supporting desktops and notebook computers for an organization with multiple remote offices would be a definite asset.In-depth working knowledge and experience with PC hardware, software technology, networks and the TCP/IP protocol is required.
Demonstrated ability to provide comprehensive and technically sound advice and direction to management, computer users and technical support staff is required.
Ability to install, verify, evaluate and implement into production various vendors supplied packages is required.Technical experience in supporting one or more IT infrastructure areas such as Networking, Firewalls, Active Directory, LDAP, DB fundamentals, and backup / storage is definitively an asset.
- Abilities _
Ability to accept responsibility and work effectively without close supervision in a methodical and efficient manner, and cooperatively with others in a team.
Ability to understand and respond strategically and tactically to operational issues with innovative solutions.Ability to analyze, assess and make recommendations on various informatics related proposals.
Proven track record of taking responsibility and ownership surrounding work activities, and ability to demonstrate good time management.
Ability to demonstrate excellent client service through commitment to customer / client satisfaction.
Commitment to continuous quality / process improvement.
Motivation to self-learn new technologies and adapt to change.
Ability to remain current on emerging information technology trends by participating in seminars, courses, industry presentations.
Ability to communicate effectively in English or French or in both official languages (according to the position's requirements) with computer users and technical specialists in writing and orally is essential.
Knowledge and commitment of trade union and equity principles, and understanding of the sensitive political and social issues.Excellent judgment and demonstrated problem solving, consultative, persuasive and conflict resolution skills to provide sound direction and advice on a variety of complex technology issues to all levels of users and/or technical and Help Desk staff.
Subject to operational requirements, this position may often be required to work after hours and late hour shifts that end between 6:00 p.m.
and 8:00 p.m.A full job description is available upon request.
NOTES:
The Public Service Alliance of Canada is committed to achieving and maintaining a representative workforce that ensures the full participation and advancement of traditionally under-represented groups.
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