B.13 Operations Support Specialist (Level 2)[Secret]

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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