IS - IT Service Representative

At Canadian Forces Morale and Welfare Services (CFMWS), we’re more than just a workplace; we’re a proud community dedicated to supporting Canadian Armed Forces members, veterans and their families in their daily lives. We carefully curate and provide programs and services designed to meet their unique needs and enhance their mental, social, physical, financial and familial well-being. CFMWS employees deliver programs and services including recreation, sports and fitness programs, customized financial services, retail services, access to retail savings and discounts and offers family support and organizes charity events.

Our success stems from living our values. Our employees care about their role in supporting Canadian Armed Forces members, veterans and their families and act with integrity in all they do. Thriving in our close-knit environment, we act as one team with one mission. We constantly seek new ideas and creative ways to deliver the best possible programs and services.

As an employer, we offer a commitment to your health, wellness and growth. We provide a diverse range of roles across many locations and a career where you can make a meaningful impact.

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.

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

Client focus, organizational knowledge, communication, innovation, teamwork and leadership

Bilingual (English and French) Essential

Reading: Advanced

Writing: Basic

Oral: Advanced

Health Benefits: Drug coverage, healthcare spending account, virtual care (telemedicine), Employee and Family Assistance Program, mental health support, travel insurance, dental, vision, life insurance and disability insurance.

Work Life Balance: Flexible work options and a wide range of paid/unpaid leave, including paid vacation, family related leave and personal days.

Retirement Planning: Group Savings Plans.

Learning and Development: Payment of professional association memberships, online learning opportunities including a LinkedIn Learning subscription and second language training.

Perks: Discounts through CF One Member Appreciation.

Explore all the benefits CFMWS offers by visiting: https://cfmws.ca/Benefits

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.

This position is a two-year term.

The selection process will be done virtually.

As soon as possible

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. If contacted in relation to a job opportunity or assessment, you should advise the recruitment team in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.