Computer Support Specialist

**Priority may be given to the following designated employment equity groups: women, Indigenous peoples* (First Nations, Inuit and Métis), persons with disabilities and racialized persons*.**
- The _Employment Equity Act_, which is under review, uses the terminology Aboriginal peoples and visible minorities.

**City**: Victoria

**Organizational Unit**: Client Service Centre

**Classification**: CS-2

**Tenure**: Continuing

**Language Requirements**: English

**Work Arrangements**: Due to the nature of the work and operational requirements, this position will require full-time physical presence at the at the NRC work location identified.

**Discover the possible**:
Anything is possible at the National Research Council (NRC). As Canada’s leading research and technology organization, our world-renowned research pushes the boundaries of science and engineering to make the impossible, possible. Every day we explore new ideas through innovative research and help companies discover possibilities that impact Canada’s future and the world.

At the NRC, you’ll also discover new possibilities. Our supportive workplace fosters a culture of creativity, welcoming fresh perspectives and innovation at all levels. We value teamwork. You’ll collaborate across multiple fields and with the brightest minds to find creative solutions. Most importantly, you’ll discover what’s possible within you as you grow, make valuable contributions and progress in your professional journey. From ground-breaking discoveries to a life-changing career, discover your possible at the NRC.

**The Role**:
We are looking for a Computer Support Specialist to support our Client Service Centre. Computer Support Specialist would be someone who shares our core values of Integrity, Excellence, Respect and Creativity.

As a Computer Support Specialist, you will work as a Field Support Team member within the NRC-Client Service Centre (NRC-CSC), providing clients with IT support services for distributed computers, mobile, and audio-visual equipment in Research Centres/Branches/IRAP of NRC. Some Research Centres may require support for servers and networking appliances. You will source, implement, and troubleshoot the hardware and software services provided to the clients.

In addition, you will assist IT team members in improving general operating efficiency; create, edit and maintain documentation; maintain software; provide IT support to computer, users; and utilizing desktop and management tools. There are skills that are more specific to research environments and others to corporate environments.

**Screening Criteria**:
**Education**:
College diploma in Computer Science or related field.

Bachelor degree in Computer Science from a recognized University considered an asset.

For information on certificates and diplomas issued abroad, please see Degree equivalency

**Experience**:

- Experience providing desktop and technical support to users both locally and remotely (including problem analysis and resolution) in a Windows based environment including support of MS Office products, TCP/IP etc.
- Significant* experience in supporting Microsoft desktop operating systems in Windows 10 and 11, including imaging software.
- Significant* experience installing, configuring and maintaining the desktop hardware, software and peripherals.
- Experience installing and supporting Linux & Mac OS, **would be an asset but not required**.
- Experience supporting Servers/VM, **would be an asset but not required**.
- Experience supporting Networking equipment, **would be an asset but not required**.
- Significant is defined as at least 3 years of experience.

**Condition of Employment**:
Reliability Status
For a Reliability Status, verification of background information over a period of 5 years is required.

**Language Requirements**:
English

Information on language requirements and self-assessment tests

**Assessment Criteria**:
**Technical Competencies**:

- Ability to communicate both orally and in writing based on the language requirements of the position.
- Ability to use reasoning and problem-solving skills for troubleshooting of IT devices.
- Knowledge of service management platforms, such as Axios Assyst, Infoman, Altiris, Footprints, etc.
- Knowledge of ITIL core processes such as Incident management, Service Request fulfilment, Knowledge management and asset management.
- Ability to multi-task and prioritize.
- Solid knowledge of Microsoft desktop operating systems (Windows 10 and 11).
- Solid knowledge of how to use and install MS Office products.
- Ability to research, analyze and communicate sound advice and expertise pertaining to complex IT issues to clients of varying technical knowledge.
- Basic knowledge of MAC OS and Linux (applicable to some environments).
- Basic knowledge of TCP/IP suite of protocols.

**Behavioural Competencies**:

- Technology support - Conceptual and analytical ability (Level 2)
- Technology support - Initiative (Level 2)
- Techno