WHO WE ARE
CFMWS. A job with purpose. Our 4000+ person strong organization champions a healthy, fun, creative and active lifestyle for Canadian Armed Forces members, Veterans and their families. Help us deliver a variety of recreation and fitness programs, offer family support, organize charity events and make sure our members access retail, travel and banking discounts and customized financial services. At Canadian Forces Morale and Welfare Services (CFMWS), we love what we do. And we live it too.
THE ROLE
As an IT Service Representative, you provide first level support to users of the NPP network, applications and websites by monitoring the call-center phone system, the support mailbox and the incident management system. You troubleshoot and analyze problems, emulating or reproducing the problem, and then develop and implement the best solution. You will also determine the severity of the incident, assess its impact and escalate, where required. You will document case resolutions in the incident management system, creating and consolidating reports, as needed. The IT Service Representative will conduct installations, maintenance and troubleshooting of computer hardware and software. You will teach users how to perform operations on their workstations, how to resolve minor issues and how to operate their computer hardware property. You will provide advice and suggestions in the redesign of applications, processes or procedures. This is a hands-on role, working with a team, where you will exercise your knowledge and skills daily. If you are passionate about technology and want to be part of a team who is becoming the orchestrator of digital innovation, this is the opportunity for you.
QUALIFICATIONS NEEDED
Education, Certifications and Licenses College diploma or certificate in Computer Science, Network Administration or a related field or An acceptable combination of education, training and experience will also be considered Information Technology Infrastructure Library (ITIL) certification Experience In problem analysis and resolution In a help desk support In a customer care center environment In maintaining and supporting the enterprise-wide software and telecommunication infrastructure In hardware and software management and support Competencies, Skills and Abilities Client focus, organizational knowledge, communication, innovation, teamwork and leadership
LANGUAGE REQUIREMENTS
Bilingual Essential Reading: Advanced Writing: Basic Oral: Advanced
BENEFITS AVAILABLE
Health Benefits: Drug coverage, travel insurance, dental, vision, life insurance, disability insurance and accidental death and dismemberment coverage. Work Life Balance: A wide range of paid/unpaid leave, including paid vacation, family related leave and personal days. Learning and Development: Tuition Assistance Program and Advanced Learning Program, payment of professional association memberships, online learning opportunities and second language training. Perks: Discounts through CF One Member Appreciation.
OTHER INFORMATION
This position has an assigned location and may allow flexible work options such as remote or hybrid work, but the employee must be able to report to the assigned work location at their own cost if required. Remote work may be required depending on health and safety considerations
The selection process will be done virtually.
This position is a one-year term.
START DATE
As soon as possible
INCLUSION AND ACCOMMODATION
CFMWS is committed to providing an inclusive, equitable and accessible environment, where all employees feel valued, respected and supported. We welcome applications from all qualified candidates who can help us build a workforce that reflects the diversity of the communities in which we live. Accommodations are available to all candidates identifying a need during all or any parts of the selection process.
Job Reference: CFMWS06253