Work location

Work will be performed onsite at DFATD facilities within the National Capital Region (NCR). The three main locations are located at:

(i) 200 Promenade du Portage, Gatineau, Quebec; (ii) 125 Sussex Drive Ottawa, Ontario;

(iii) 111 Sussex Drive Ottawa, Ontario.

The duties of the Junior Computer Application Support (IT Maintenance) resources are as follows:

• The IT Maintenance role is more physically demanding with lifting, moving, bending, and kneeling required with computer hardware including laptops, desktops, printers, and multi function devices (i.e. larger network printers)

• Ensure any client requests are completed to the clients' satisfaction;

• Provide very strong skills in client service and client relations as the workload can be demanding and clients are often faced with difficult and very limiting situations. These need to be treated with the utmost courtesy, understanding and efficiency;

• Responsible for entering the information related to these incidents/requests into the departmental incident and problem tracking systems (BMC Remedy), which includes properly documenting and escalating problems to higher levels within the support structure of the organization if they cannot resolve them with their knowledge, experience and provided tools within a timely manner.

• Build new computing hardware from GAC provided images

• Work on network printers

• Escalate maintenance issues to their supervisor

• Itemize, control, and update inventory record for obsolete hardware

• Prepare and pack obsolete hardware for ‘Computers For Schools’ pickup

• Maintain asset management in BMC Remedy

• Provide basic troubleshooting and documentation of hardware and software related problems associated with various Departmental mobility tools such as laptops, remote connections/network access, and virtual private networks;

The duties of the Junior Computer Application Support (IT Moves) resources are as follows:

• The IT Moves role will require the disconnecting and reconnecting of computer hardware, on and off moving carts, including laptops, desktops, network printers, standalone printers, etc.

• Assist clients returning to the workplace and provide guidance with connecting their devices (laptops and smartphones) to the wireless network and/or to the

peripherals at the desk (docking station, monitors);

• Assist clients in connecting to virtual meetings using their devices (laptops and/or smartphones) in DFATD boardrooms;

• Ensure any client requests are completed to the clients' satisfaction;

• Provide very strong skills in client service and client relations as the workload can be demandingand clients are often faced with difficult and very limiting situations. These need to be treated with the utmost courtesy, understanding and efficiency;

• Knowledge of and be able to provide user coaching and support for office automation tools such as Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Internet Browsers, Microsoft Outlook, MS365, MS Teams, etc.;

• Responsible for entering the information related to these incidents/requests into the departmental incident and problem tracking systems (BMC Remedy), which includes properly documenting and escalating problems to higher levels within the support structure of the organization if they cannot resolve them with their knowledge, experience and provided tools within a timely manner.

• Provide basic troubleshooting and documentation of hardware and software related problems associated with various Departmental mobility tools such as laptops, remote connections/network access, and virtual private networks;

• Knowledge of and be able to coach clients on how to use smartphones, .ie. iPhone, Android devices.

5. 5. Technical Environment

• Windows Servers
• Windows 10
• Microsoft Active Directories
• Microsoft Office Suite (Word, Excel, PowerPoint)
• Microsoft Outlook
• MS365
• MS Teams
• Cisco Virtual Private Network Client and Gateways
• RSA SecurID Tokens
• BMC Remedy Action Request System (Remedy ARS)
• Smartphones (iPhone, Samsung)

M1

The bidder must demonstrate that the proposed resource has a *degree, diploma, or certificate, in computer science or other relevant field from a recognized Canadian post-secondary institution, OR an acceptable combination of education, training and relevant work experience. *Degree, diploma or certificate must be provided with the proposal.

M2	The bidder must demonstrate, using detailed project descriptions, that the proposed resource has a minimum six (6) months experience working with an IT Service Management (ITSM) software, i.e. BMC Remedy.
M3	The bidder must demonstrate, using detailed project descriptions, that the proposed resource has a minimum six (6) months, of troubleshooting computer equipment.
M4	The bidder must demonstrate, using detailed project descriptions, that the proposed resource has a minimum six (6) months of experience installing new workstations for an employee, i.e. setting up monitors, laptops, desktops, network connectivity, keyboard, mouse, standalone printer, etc.
M5	The bidder must demonstrate, using detailed project descriptions, that the proposed resource has a minimum six (6) months experience providing Smartphone support and coaching. Remote support is not applicable.
M6	The bidder must demonstrate, using detailed project descriptions, that the proposed resource has a minimum six (6) months experience providing support for Microsoft Office (now MS365) products.