NSERC Looking for 1st Level Support Agent at Ottawa, ON Full Time

IMPORTANT NOTE: Candidates must clearly demonstrate in their cover letter how they meet the education and experience factors listed in the essential and asset qualifications.

Job Summary

As a first-line responder, provides end-user technical support and advice to the Councils’ internal and external clients. Support is relative to standard and complex issues pertaining to desktop infrastructure, standard office tools, tele-presence, in-house developed systems and advanced technical issues.

Statement of Qualifications

Education

Successful completion of one year of post-secondary educational program in computer science, information technology or in a field of study related to the position, or an acceptable combination of education, training, or experience.

Foreign Credential Validation against Canadian Standards

Experience

Significant* experience in troubleshooting microcomputer (e.g. desktop, laptop) hardware, peripherals and software problems;

Sound** experience in preparing basic system documentation, reports, and correspondence;

Sound** experience in providing client support services via telephone, email, in person;

Experience in desktop configuration (e.g. applying images and updates);

Experience in troubleshooting audio-visual/video-conferencing solutions.

• Significant is defined by three or more years of experience.

** Sound is defined by one or more years of experience.

Knowledge

Knowledge of IT service management tools and processes;

Knowledge of a PC/LAN environment and various office automation products;

Understanding of informatics related technologies and techniques;

Knowledge of industry trends, developments and techniques.

Personal Suitability

Client Service Orientation

Judgment

Initiative

Diplomacy

Reliability

Patience

Competencies

Ability to install and support desktop-based hardware, software, office applications (e.g. Microsoft products)and telecommunications devices, conduct remote or on-site installations or diagnostics of problems;

Ability to communicate ideas and information clearly and correctly orally and in writing;

Ability to understand messages correctly, follow established procedures and respect and understand the needs of others;

Ability to work under pressure;

Ability to deal with difficult interactions.

Condition(s) of Employment

Security Clearance: Enhanced Reliability Status

Willingness to work overtime on weekends and evenings occasionally.

Willingness to learn new technology.

Ability to lift standard desktop equipment (e.g. desktop printers, computers, monitors).

All employees of the NSERC/SSHRC are required to be fully vaccinated against COVID-19 and attest to their vaccination status or have an approved accommodation based on a medical contraindication, religious belief, or another prohibited ground for discrimination as defined under the Canadian Human Rights Act.

We are committed to inclusive, barrier-free recruitment processes and work environments. If contacted regarding this competition, please advise us in a timely fashion, of any accommodation assistance you require to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

Organizational Needs

Selection may be limited to members of the following Employment Equity groups: Indigenous Peoples, persons with disabilities, visible minorities, women.