1st Level Support Agent (Anticipatory)

Special posting considerations:
The intention of this process is to establish a pool of partially and fully qualified candidates that may be used to staff similar indeterminate or term positions at NSERC and SSHRC. 
This position falls within a directorate that provides common services to two funding agencies: the Natural Sciences and Engineering Research Council of Canada (NSERC) and the Social Sciences and Humanities Research Council of Canada (SSHRC).

Who we are

The Natural Sciences and Engineering Research Council of Canada (NSERC) is Canada’s largest funder of science and engineering. A career at NSERC means supporting the visionaries, explorers and innovators who are searching for the scientific and technical breakthroughs that will advance knowledge, improve the lives of Canadians and transform the world for the better.

At the Social Sciences and Humanities Research Council of Canada (SSHRC), we bring together the research community, as well as the public, private and not-for-profit sectors, in contributing knowledge, talent and expertise to build a better future for Canada and the world. SSHRC is seeking talented professionals passionate about Canadian research and the value it brings to society. 

Visit our career page at NSERC or SSHRC to learn more about why you should join our agency.

What you will do 

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.

What you need to succeed

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

• Experience in troubleshooting microcomputer (e.g. desktop, laptop) hardware, peripherals and software problems
• Experience in preparing basic system documentation, reports, and correspondence
• 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

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

Competencies

• Using equipment and tools and working with computer technology
• Ability to demonstrate technical expertise  
• Ability to work within tight timelines and adapt to changing priorities
• Identification and analysis of clients needs
• Effective oral and written communication
• Show initiative and being action-oriented to achieve results
• Respecting others
• Diplomacy 

Equity, diversity and inclusion

We are committed to inclusive and barrier-free recruitment to create a workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the designated groups when you apply.

We welcome all candidates, and encourage applications from women, Indigenous Peoples (First Nations, Métis and Inuit), veterans, persons with disabilities, Black and other racialized persons, persons of ethnic origins, diverse religions, abilities, sexual orientations, gender identities and expressions, and members of the 2SLGBTQIA+ community.

Accommodation

Let our team know if you require accommodation or support during the recruitment process by contacting us at recruiting-recrutement@nserc-crsng.gc.ca. 

If you require additional information on the position, please contact us at recruiting-recrutement@nserc-crsng.gc.ca.