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Location

Canada | United States

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Job description

OBJECTIVE
The National IT Support Team (SISN) requires resources to assist with (i) Remote Support, (ii) At Desk Support, (iii) IM/IT Resource Center.

The requirement is for client-focused resources who can provide IM/IT support over the telephone, in tickets (Service Requests and Incidents), by email, in person, and using Microsoft Teams. They will support DFATDs clients, including DFATD employees, contractors and our partners and co-locators with network accounts, clients working from home or from a DFATD location in Canada.

Note: This is not a Help Desk role. Contractors will be, for the most part, dealing with clients face to face. Contractors will be attending to client’s desks, work areas, conferencing room, etc. and have clients visiting them and the IM/IT Resource Centers. This is a hands-on role within our buildings in the NCR as contractors will be installing/troubleshooting/upgrading computer hardware such as laptops, desktops, monitors, printers, docking stations, and other peripherals, in person, with the clients.

SCOPE & SERVICES REQUIRED
The resources will provide the following services on a “normal work week” basis (i.e.7.5 hours/day, 5 days per week) for a continuous period.
The duties of the Senior Technical Services resources are as follows:

• Expected to be able to troubleshoot and document hardware and software related problems;
• Expected to perform computer system cyclical replacement, involving interviews with the client to ensure all software is installed on the new computer and to ensure all necessary client files will be copied to the new computer. Coordination of hardware installations to perform installs may be requested;
• will ensure any client requests are completed to the clients' satisfaction;
• required to format and install a departmentally provided operating system and/or any departmentally approved software as required by the client;
• required to ensure the project tracking spreadsheet and the asset management records are updated as per Project Manager’s instruction;
• Expected to possess very strong skills in client service and client relations as the workload can be heavy and clients are often faced with difficult and very limiting situations. These need to be treated with the utmost courtesy, understanding and efficiency;
• expected to have a strong knowledge of and be able to provide support for office automation tools such as Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Internet Explorer, Microsoft Outlook; 
• responsible for entering the information related to these incidents/requests into the departmental incident and problem tracking systems (BMC Remedy), which includes properly documenting and escalating problems to higher levels within the support structure of the organization if they cannot resolve them with their knowledge, experience and provided tools within a timely manner.
• Responsible for complex information management and information technology (IM/IT) problem troubleshooting, resolution and escalation as they pertain to the Department’s global IM/IT infrastructure and its respective software and hardware. This would include the Department’s unclassified and secure networks. DFATD’s IM/IT infrastructure comprises of thousands of workstations and clients;
• Required to troubleshoot and document hardware and software related problems associated with various Departmental mobility tools such as laptops, remote connections/network access, and virtual private networks;
• Required to perform computer system replacements, involving interviews with the client to ensure all software is transferred to the new computer and to ensure all necessary client files will be copied to the new computer. Coordination of hardware installations to be performing installs may be requested;
• will ensure any client requests are completed to the clients' satisfaction;
• expected to have a knowledge of and be able to provide support for smartphones, i.e., iPhone, Android devices; etc.;
• Performing IT moves related functions such as computer (including peripherals) disconnect and reconnects;
• The resource(s) may be required to work at an IM/IT Resource Center. This is over the counter service where clients come to get help with their IT requirements, e.g. smartphones, laptops, password resets, building and loaning of laptops etc.

6. Technical Environment

• Windows Servers
• Windows 10
• Microsoft Active Directories
• Microsoft Office Suite (Word, Excel, PowerPoint)
• Microsoft Outlook
• Citrix XenApp Presentation Server
• Cisco Virtual Private Network Client and Gateways
• Sygate Personal Firewall
• RSA SecurID Tokens
• McAfee ePolicy Orchestrator
• BMC Remedy Action Request System (Remedy ARS)
• Wikimedia technologies
• RDIMS (Hummingbird)
• MS Teams
• Entrust Authority Security Manager
• Smartphones (iPhone, Samsung, etc.)
• MS365

LOCATION OF WORK
Work will be performed at DFATD facilities within the National Capital Region (NCR). The three main locations are located at:

1. 200 Promenade du Portage, Gatineau, Québec ;
2. 125 Sussex Drive Ottawa, Ontario;
3. 111 Sussex Drive Ottawa, Ontario.

However, the resource may be working in other DFATD facilities within the NCR .
11. SECURITY
It is the responsibility of the Contractor to ensure all Contractor Resources hold the identified required level(s) of Security Clearance level of SECRET .

Mandatory Criteria

• The proposed Senior Computer Application Support resources hold one of the following categories: Certificate, Diploma in (Computer Science) or Degree in Computer Science or Other relevant field from a recognized Canadian post-secondary institution

• each proposed resource has a minimum two (2) years of experience

1. in installing; and
2. Configuring; and,
3. supporting (desk side)  informatics hardware (desktops and laptops) in a large Microsoft Windows based network organization (1000+ users).

• each proposed resource has a minimum of two (2) years of experience using an incident/problem tracking software.
• The proposed SENIOR level Computer Application Support resources have two (2) years of Experience:  Transcribing computer issues and client ’ s comments into Service Requests. 

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Salary