Technical Lead User Support - Ottawa, Canada - Public Service Alliance of Canada

Public Service Alliance of Canada
Public Service Alliance of Canada
Verified Company
Ottawa, Canada

1 month ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description

Branch:

Technology and Information Management Branch


Section:

Information Technology


Employment Type:

Term up to 12 months


Position Linguistic Designation:

Bilingual (English, French)


Position Global Linguistic Level:

B2


Job Band:

Band 10 UNIFOR 2025


Salary:

$97, $109, $1,763.31 Bilingual Allowance


Union:

UNIFOR 2025


Location:

Ottawa Headquarters


Search Area:

Internal; Membership; Public


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 dayto day operations related to providing desktop support and help desk services to endusers 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.
  • This position provides review of complex deployments, upgrades, and major configuration efforts for execution by User Support Analysts.

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.
  • A minimum five (5) years demonstrated working experience supervising a computer help desk or support environment.
  • 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_:


  • Microsoft Office User Specialist (MOUS) certification would be a definite asset. A+ certification would be an asset.
  • Knowledge of IT Service Management (ITSM) and ITIL best practices would be a definite asset.
  • Indepth 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.
  • Indepth 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 effectively schedule tasks and assignments, deal with competing priorities and remain effective during pressure situations.
  • 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 selflearn 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.

_Personal suitability_:


A full job description is available upon request
:


NOTES:

**Internal applicants should submit their résumé online through the internal care
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