IS – IT Service Representative

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

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.

Retirement Planning: A Group Savings Plans.

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 is a hybrid position with an assigned work location allowing the employee to work partly from a corporate office and partly from a home office in accordance with the CFMWS Flexible Work Options Policy, and with approval from the direct manager.

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 Canadian society. Workplace accommodation measures are available to all candidates identifying a need during the selection process.