WE'RE HIRING
Position title: W0121-24-JP06 - Junior Operations Support Specialist - 3 Resources
1 Year contract
Working Status: On-Site
Location: 15 Wing, Moose Jaw, SK
Security: Secret
Hours: 7.5 hours a day
Relocation is Accepted.
Mandatory Requirement
- The Bidder’s three (3) proposed resources must have a Secondary School Diploma or equivalent
- The Bidder’s three (3) proposed resources must have a CompTIA A+ Certification, or equivalent
- The Bidder’s three (3) proposed resources must be fluent in the English language both verbally and in writing.
Rated Criteria
- The Bidder’s three (3) proposed resources should have relevant Education to the Operations Support Specialist Category
- The Bidder’s three (3) proposed resources should have completed CompTIA certifications within the following two streams:
- IT Service Management Stream; or
- Infrastructure and Cloud Stream:
- The Bidder’s three (3) proposed resources should have relevant experience in delivering Operations Support services to large* organizations
Introduction
15 Wing Moose Jaw is a military establishment located at Canadian Forces Base Moose Jaw, Bushell Park SK. 15 Wing CIS provides oversight and management of information technology and security services, network administration, hardware and software support and lifecycle management. It is currently staffed by 3 full-time Department of National Defence (DND) employees providing management, oversight and core administrative services, however contracted professional support is required to augment service delivery to 15 Wing.
Tasks
- The Operations Support Specialist must provide services including, but not limited to, assessment, planning, installation, and administration/maintenance of end-user software and hardware. This applies to all IT equipment currently within the 15 Wing area of responsibility and any new technology procured by DND during the contract period.
- The Operations Support Specialist must support the assessment, planning, implementation, and maintenance of computerized systems from Data Voice Outlet to desktop, in accordance with the Enterprise IM/IT Service Agreement.
- The Operations Support Specialist must also support the design, setup, coordination, operation, removal, maintenance, and life-cycling of audio-visual (A/V) systems.
Scope of Work:
The Operations Support Specialist must provide the following services, which include but are not limited to:
General IT Support
- Prepare implementation plans for IT hardware and software upgrades and reconfigurations;
- Configure, optimize, install, and monitor IT hardware and software;
- Respond to trouble calls and perform on-site diagnostics for hardware/software issues;
- Provide technical advice and assistance on DND computers, peripherals, and software;
- Test and validate hardware/software to ensure compliance with DND/client requirements;
- Address client service requests while maintaining a positive technician-client relationship;
- Provide technical support and problem resolution for network workstations and related equipment;
- Maintain and create IT/telecommunications documentation;
- Troubleshoot IT equipment to the board level;
- Monitor and maintain hardware, operating systems, and network applications;
- Manage lifecycle of IT equipment, including inventory tracking, moves, changes, and disposals;
- Maintain cleanliness and organization of work areas;
- Provide technical education and assistance to clients;
- Recommend hardware/software changes to optimize IT performance;
- Participate in group discussions with 15 CIS Section, NDHQ, CAD, and industry reps as requested;
- Act as a Subject Matter Expert (SME) in computer maintenance;
- Notify the ISSO of any viruses or security breaches;
- Clean virus-infected systems under ISSO direction, in accordance with DND policy; and
- Support additional or emergent operational requirements as directed by the TA.
Audio-Visual (A/V) Support
- Support A/V systems within the 15 Wing Moose Jaw area;
- Respond to A/V-related trouble calls and perform diagnostics;
- Provide technical advice and assistance on A/V equipment setup and configuration;
- Troubleshoot A/V equipment to the board level (unless under warranty);
- Educate and assist clients with A/V systems;
- Maintain A/V hardware and components to ensure serviceability and lifecycle compliance;
- Advise the TA on new A/V hardware/software requirements;
- Act as an A/V Subject Matter Expert (SME);
- Set up, remove, and support A/V events (e.g., parades, training, seminars);
- Maintain a database of A/V equipment serviceability;
- Manage lifecycle and maintenance of batteries supported by the CIS Section;
- Support hardware, operating systems, and multimedia application software;
- Maintain cleanliness of A/V work areas and storage rooms; and
- Support additional or emergent A/V operational requirements as directed by the TA.
Issue Management and Other Duties
- Assign, coordinate, and escalate issues in collaboration with the Team Lead using EITSM or other systems.
- Respond to trouble calls as detailed by the work order system.
- Perform any other duties as outlined in the TBIPS SA for the Operations Support Specialist category.
