Technical Support Specialist

Directorate: Information Services

Classification: SEN 7: $75,404 - $95,409

Job Type: Indeterminate Appointment (permanent, full-time)

Location: Ottawa, Ontario, Canada

Closing Date: Sunday, March 16, 2025

About the Senate

The Senate plays a unique role in shaping our country’s democracy. As members of the upper house of Parliament, senators examine legislation, study public policy, champion causes and conduct interparliamentary diplomacy.

As a workplace, the Senate is composed of dynamic people representing our nation’s diverse talents, backgrounds and perspectives. We are committed to building and maintaining a diverse and inclusive workplace where everyone is provided full and equal opportunity and access to employment, development and advancement. Build and advance your career by joining a team of dedicated professionals who are committed to excellence in support of senators and the institution. 

How will you contribute?

Reporting to the Supervisor, the Technical Support Specialist provides Information Technology first and second level support services from the Service Desk or on site, including technical systems, network, workstation, software, quality assurance, testing and security services. The incumbent answers to the extensive daily support calls and emails received from users, on problems related to the use of all equipment, software and network services sanctioned by the Senate of Canada.

The Technical Support Specialists also performs troubleshooting and problem resolution of software, application, communications, and hardware problems, as well as documenting issues, applied solutions and ensuring appropriate incident reporting. In addition to providing a technical support to virtual and hybrid meeting participants.

Open to

The general public to staff one (1) indeterminate full time position in the Information Services Directorate.

This selection process may be used to staff determinate or indeterminate positions at the same level with similar requirements.

The Senate of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve, starting with an inclusive and barrier-free hiring process. You are entitled to apply in the official language of your choice (English or French) and you can request to be accommodated during any phase of the evaluation process. All information received in relation to accommodation will be kept confidential. We promote employment equity and encourage you to indicate if you belong to one of the designated groups when you apply.

Prerequisites

• College diploma in Information Technology or an acceptable combination of education, training and experience;
• One (1) year experience in the installation, configuration, upgrade, maintenance and troubleshooting, of Wintel workstations;
• Experience in troubleshooting and supporting the following: Windows 11, Microsoft 365, Microsoft Edge, Google Chrome and Adobe products;
• Knowledge of Wintel workstation peripherals, interfaces and networking capabilities as well as smart mobile devices;
• Knowledge of methods and techniques related to customer service for the provision of technical advice, operating assistance and service call requests to clients and colleagues;
• Knowledge of IT security practices in the workplace, including the safe management of user credentials and Multifactor authentication;
• Ability to work in a high stress environment while delivering quality IT support to Senators and Senate staff;
• Experience in supporting Zoom and Microsoft Teams as well as MacOS and iOS devices considered an asset;
• Experience in supporting a teleworking workforce considered an asset.

Linguistic Requirements 

English Reading Comprehension: B

English Written Expression: B

English Oral Interaction: C

French Reading Comprehension: B

French Written Expression: B

French Oral Interaction: C

Competencies

Integrity
Respect
Service
Action Management
Adaptability
Communication
Teamwork and cooperation

Organizational Needs

The Senate of Canada is committed to building and maintaining an inclusive workplace where all employees are provided full and equal access to employment, development and advancement opportunities.

Conditions of Employment

Candidates must consent to supply personal information and obtain a security accreditation to be eligible for appointment.