B.13 Operations Support Specialist (Level 2)[Secret]
Description
Position: B.13 Operation
Support Specialist (Level 2) (Ottawa)
Location: Ottawa,
ON
Job ID#: n/a
Mandatory Skills: 5+ Years’ experience
Rate/Salary: Negotiable
Start Date: April 2023
Duration:
Contract Position (6 month extendable)
Security Clearance Required: Secret Clearance
Language
Requirements: English or French
JOB INFORMATION:
Our end client, a Government of Canada department has provided to
Partner Departments, Level 3 and Level 2 Workplace Technology Support Services.
WTS is also responsible for the planning, installation, maintenance and support
of the Workplace Technology environment: user workstations, networked printers,
peripherals and software.
Our client requires external resources to assist with this work
and will establish a Supply arrangement with qualified technical support firms
upon which it can draw from.
SCOPE OF WORK
Operations Support Specialist Level 2
- Workplace Technology Support
Technician
Provides technical support for the installation
and maintenance of security software and workplace technologies in
provisioning second level support.
Second level support entails in-depth problem solving and troubleshooting..
Incidents
Management
As a member of the Workplace Technology Support team, the
Workplace Technology Support Technician must respond to the workload assigned
by the SSC team lead in the most efficient and productive manner. The Workplace
Technology Support Technician must:
· Perform Incident and Problem Resolution and Service Request as per
SSC work instructions
· Understand and follow published SSC/Workplace Technology Incident
and Problem Management Processes
· Understand and follow the SSC Service Delivery model guidelines
and procedures
· Investigate Workplace Technology Incidents and Problems assigned
by the SSC team lead and assess root cause which may include but not be limited
to network infrastructure, applications, networked and local peripherals
· Resolve Incident and Problems related to laptops, tablets,
workstations, applications and networked and local peripherals.
· Document resolution or attempts according to SSC established
standards
· Conform to all relevant SSC standards and guidelines in place such
as the SSC Service Management processes, guidelines and procedures while
performing service requests tasks.
· Upon task completion of work, the Workplace Technology Support
Technician must immediately document work performed in the most efficient and
cost-effective manner and ensure conformity to the established standards.
· Incident and Problem Resolution work updates must follow
established SSC Service Management guidelines using the current SSC service
management tools.
· After completion of the service management record update, the
Workplace Technology Support Technician must become available to receive the
next work assignment. Reception of the tasks must be in the most efficient and
cost-effective manner in order to minimize the time between each work
assignment
Specifically, the Workplace Technology Support Technician must
perform the following tasks, but not limited to:
· Assess Incidents and
Problems
· Resolve Incidents
and Problems
· Documentation and
update the service management tool.
· Next Assignment – readiness
· Standards Compliance
· Reports and
Recommendations
· Service Requests
Management (Hardware and Software Changes
· Cleanup and
decommissioning
· Equipment Move (Relocation of Workplace Technology
equipment)
· Change Documentation
The Contractor providing the services must be fluent in English and/or
in French (speaking, reading and writing) to communicate to senior management,
management and team members.
Location of Work:
Work will be conducted from a workstations located in the NCA region
(Gatineau/Ottawa).
Required Grids Include the following:
MANDATORY REQUIREMENTS
Name: Mandatory Criteria
– Operations Support Specialist – Level 2 - Workplace Technology Support
Specialist | |||
M.# | Mandatory Requirements | Met or Not Met: | Demonstrated Experience |
M1 | The proposed resource must hold a
valid Secret security clearance certificate at the time of the bid
submission. • Name of individual as it appears on
security clearance application form • Level of security clearance
obtained • Validity period of security
clearance obtained • Security Screening Certificate and
Briefing Form file number | | |
POINT RATED
criteria
Name: Rated Criteria – Operations Support Specialist – Level 2 -
Workplace Technology Support Specialist | ||||
R# | Point Rated Requirements | Maximum Points | Score | Demonstrated Experience |
RA1 | The proposed resource shall demonstrate experience supporting
peripherals such as printers local and network, docking stations, monitors,
keyboard/mice (not limited to) for both installation and troubleshooting of
issues Point Allocation 12 months to 24 months – 2 points Greater than 24 months– 5 points | 5 | | |
RA2 | The proposed resource shall demonstrate experience supporting
mobile telephony devices, OS and application including configuration and
Incident resolution Point Allocation 12 months to 24 months – 2 points Greater than 24 months– 5 points | 5 | | |
RA3 | The proposed resource shall demonstrate experience supporting an
Enterprise class VPN solution using Entrust PKI encryption such as
installation testing applications, and troubleshooting Point Allocation 12 months to 24 months – 2 points Greater than 24 months– 5 points | 5 | | |
RA4 | The proposed resource shall demonstrate experience in the
provision of End-User IT support services and dealing with client
representatives for request such as Incident and problem resolution,
clarifying technical issues for escalation and ensuring elevated quality
service delivery. Point Allocation 12 months to 24 months – 2 points Greater than 24 months– 5 points | 5 | | |
RA5 | The proposed resource shall demonstrate experience providing
coaching and guidance to clients and team members for onboarding new employee
and/or guiding them on using various business and corporate tools and
self-help portals. Point Allocation 12 months to 24 months – 2 points Greater than 24 months– 5 points | 5 | | |
RA6 | The proposed resource shall demonstrate experience in the
documentation of technical solutions using IT Service Management tool set,
documenting problem/incident resolution solutions and preparing in-house
training guides Point Allocation 12 months to 24 months – 2 points Greater than 24 months– 5 points | 5 | | |
RA7 | The proposed resource shall demonstrate experience coordinating
with diverse groups the resolution of technical issues such as Problem,
Change and Incident management, escalation and guidance and advice to other
technical groups Point Allocation 12 months to 24 months – 2 points Greater than 24 months– 5 points | 5 | | |
RA8 | The proposed resource shall demonstrate experience supporting
Microsoft Office suite and software including installation and configuration
as well as Incident resolution Point Allocation 12 months to 24 months – 2 points Greater than 24 months– 5 points | 5 | | |
RA9 | The proposed resource shall demonstrate experience working with an
ITService Management tool set such as monitoring Incident and Service
requests queues, creating, updating and closing tickets. Point Allocation 12 months to 24 months – 2 points Greater than 24 months– 5 points | 5 | | |
Total Points Available | 45 | | | |
Minimum Pass Mark | 30 | | | |
Resource’s Score | | | |
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