Se Connecter
Direction/Section
Groupe
Under the general supervision of the IT/IM Network Operations Supervisor, 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.
This position is responsible for overseeing the prioritization, planning and execution of various desktop applications deployments, troubleshooting in a heterogeneous distributed environment, as well as managing problem escalation and communicating with management.
As a result of the PSAC Workforce and Availability Analysis and in accordance with the PSAC Employment Equity Plan, the successful candidate for this appointment will be a qualified Racially Visible person.
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.
- In-depth working knowledge and experience with PC hardware, software technology, networks and the TCP/IP protocol is required.
- Microsoft Office User Specialist (MOUS) certification would be a definite asset. A+ certification would be an asset.
- Extensive experience supporting desktops and notebook computers for an organization with multiple remote offices would be a definite asset.
- 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.
Knowledge:
- In-depth working knowledge of the latest Microsoft Windows desktop operating systems and the Microsoft Office suites and Office365 is required.
- Knowledge of IT Service Management (ITSM) and ITIL best practices would be a definite asset.
Abilities:
- 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.
- Ability to communicate effectively in English or French or in both official languages with computer users and technical specialists in writing and orally is essential.
- Ability to effectively schedule tasks and assignments, deal with competing priorities and remain effective during pressure situations.
- Ability to analyze, assess and make recommendations on various informatics related proposals.
- Ability to demonstrate excellent client service through commitment to customer / client satisfaction.
Personal Suitabilities:
- Commitment to continuous quality / process improvement.
- Motivation to self-learn new technologies and adapt to change.
- Commitment to trade union and equity principles.
- 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.
L'AFPC souscrit au principe de l'équité en matière d'emploi et s'efforce activement de mettre en place des effectifs représentatifs. On encourage la candidature des membres des groupes d'équité.
