Technical Specialist - Field Services (Computer Service Officer 3)

About Us

Welcome to the Department of Cyber Security and Digital Solutions (CSDS), the guiding force behind digital transformation within the Government of Nova Scotia. At CSDS, we support government departments and partners in their digital transformation journeys. We don't just implement digital solutions; we navigate the complexities of digital transformation, modernizing outdated systems and ways of working. Our role is to ensure that digital services are user-centered, efficient, and make a real difference to Nova Scotians.

Our team is diverse and passionate, championing innovation and embracing the richness of multiple perspectives. We're not just an IT department; we're a community dedicated to enabling digital transformation and bolstering cybersecurity across the province.

Join us at CSDS as we shape the future of digital services in Nova Scotia, and make a real difference to Nova Scotians.

Who We're Looking For

You are passionate about people's service experience and are committed to resolving complex technical problems and requests using various channels, such as over the phone, in person, and through our ticketing system. As a technical specialist, you excel in providing advanced support in a 24/7 environment for critical services while collaborating with diverse teams. You demonstrate adaptability and a readiness to work night shifts and on-call rotations.

Sharing our values of respect, integrity, diversity, accountability, and the public good, you have a passion for service excellence and actively promote and encourage the importance of people, teams, diversity, and culture. You can mentor others, lead projects, and apply your technical expertise to a wide range of challenges.

You have a proven track record of using due diligence and data-driven approaches to solve problems, demonstrate objectivity and professionalism, bring a positive and can-do attitude, take ownership of activities, and communicate progress and outcomes proactively and effectively.

Primary Accountabilities

Supervisor Responsibilities – Approximately 20% of Workload:

As a supervisor, you will coordinate and delegate tasks within the local Field Services support team to ensure effective support for clients and systems in health facilities within this region. You will create and foster an inspiring team environment with an open communication culture, motivating team members and leading by example. Your role will involve delegating tasks, setting deadlines, overseeing day-to-day operations, assigning staff tasks, and performing follow-ups on work assigned. Additionally, you will develop, maintain, and adjust the on-call rotation schedule in accordance with vacation plans, monitor team performance, and report on metrics. You will also reallocate staff site locations when shortages arise due to vacations or sick time, identify training needs, provide coaching, listen to team member feedback, resolve any issues or conflicts, and implement policies from CSDS Management.

Additional Responsibilities:

You will be accountable for servicing incident support and service request tickets that appear in our ITIL-based service management software (Assyst). Representing this region on all projects and initiatives containing a CSDS component, including those with a provincial scope, you will liaise with local NSH Management to ensure services are provided effectively. You will act as the subject matter expert on project teams and coordinate small projects within your own work unit. Your role will include providing specialized technical installation services for clients, offering Tier 2 advice to Technical Analysts, clients, and other Field Services support personnel. You will lead projects within your work unit that have financial and operational risk to ensure efficient and effective implementation of the project and related support activities. Collaborating with other CSDS teams, you will maintain and monitor systems to guarantee consistent connectivity and accessibility. You will maintain systems according to clients’ needs using specialized skills and tools, provide specialized technical installation services for hardware, networks, or other IT equipment, and offer technical advice to Technical Analysts to assist in more complex operational activities. Additionally, you will provide support after hours on a standby rotation schedule and perform maintenance as required.

Qualifications and Experience

The successful candidate will possess a bachelor’s degree in information technology plus a minimum of three years’ experience, or graduation from a recognized Information Technology or Information Management program plus three years and six months of experience.  

The ideal candidate will have the following training and work experience:
•    Experience leading projects or supervising daily activities of team members.
•    A good understanding of project management and change management methodologies to coordinate rollouts and system upgrades.
•    Previous experience in the implementation of major system rollouts.
•    Excellent problem solving and research skills.
•    Experience in the usage and administration of Microsoft System Centre Configuration Manager (SCCM), or an analogous product.
•    Knowledge of and experience with the support of Microsoft Windows desktop operating systems.
•    Must be a team player with strong negotiation and facilitation skills.
•    Well organized, be capable of prioritizing and undertaking high level work under tight deadlines and can exercise sound judgment under pressure.
•    Excellent communication (both verbal and written) and interpersonal skills.
•    Interact effectively with and communicate technical concepts to clients, peers, and our leadership team. 
 
The following experience is considered an asset:
•    Familiarity with the ITIL Service Management framework.
•    Supporting large environments and knowledge of the Province’s IT and Security policies and procedures.  

Equivalency

An equivalent combination of related training and experience may be accepted in place of education requirement. Applicants relying on equivalencies must describe clearly in their resume and cover letter. 

Benefits

Based on the employment status and union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as a Defined Benefit Pension Plan, Health, Dental, Life Insurance, General illness, Short and Long Term Disability, Vacation and Employee and Family Assistance Programs.  For information on all our Benefit program offerings, click here: Benefits for government employees.

Additional Information

•    Due to the nature of this position, you will be required to work directly onsite at the Cumberland Regional Health Care Centre facility daily.

•    You will also be scheduled in a regular on-call rotation for frontline support (onsite) after standard business hours and on weekends.

•    You will be required to work overtime and provide service outside of normal business hours.   

•    This position will require travel, and you will need appropriate licensing and a reliable vehicle.

What We Offer

•    Career Development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career.

•    Engaging workplace. Our Employees feel valued, respected, connected, and tuned in. We have forward-thinking policies and strategies.

•    Countless Career Paths for Nova Scotians.

•    Department Specific Flexible working schedules.