Print Services Specialist (Computer Services Officer 3)

ABOUT THE DEPARTMENT OF CYBER SECURITY AND DIGITAL SOLUTIONS (CSDS)

At the Department of Cyber Security and Digital Solutions (CSDS), we prioritize people and are dedicated to driving digital transformation that meets modern expectations. Our mission is to support government departments and partners in their digital transformation journeys, ensuring that digital services are user-centered, efficient, and impactful for all Nova Scotians. 

We don’t just implement digital solutions; we navigate the complexities of digital transformation by modernizing outdated systems and ways of working. Our role is to make a real difference by ensuring that our digital services are accessible and user-friendly. 

At CSDS, we celebrate diversity, inclusion, and belonging. We recognize that the people who use government programs and services come from all walks of life, and it’s essential that we reflect the communities we serve. We are committed to creating an environment where diverse perspectives and experiences are valued, and where all talent can thrive. By embracing these values, we deliver better, more accessible, and inclusive public services.

The Mission

As a Print Services Specialist with CSDS, you will design, implement, and deliver secure services; you will provide support in a 24/7 operational environment for critical digital services supporting government and health care. You will support government departments, agencies, boards, commissions, and offices, as well as Nova Scotia Health and IWK Health. You will be required to work with clients with varying levels of digital literacy in determining the root cause of their problems and initiating a resolution plan. You must have the ability to use common, non-technical, business language to explain technical solutions. Other key characteristics required for this role include:

• Supporting end users in a prompt, polite and friendly manner.

• A strong self-motivated team player with the ability to work independently.

• Flexibility to work after hours when required.

• Analytical thinking with strong troubleshooting skills.

• Practice good judgement and make decisions under pressure.

• Ability to remain positive and maintain a high level of confidence in own abilities.

Who You Are

You are passionate about people’s service experience and want to help build solutions as well as resolve technical problems and requests over the phone, in person, and through our ticketing system. You enjoy supporting a 24/7 environment for critical services, working as part of a team, and going the extra mile to provide an amazing user experience. You thrive on supporting a diverse client base. You are flexible and available to work night shifts and on-call rotations.

You share our values of respect, integrity, diversity, accountability and the public good, have a passion for service excellence and actively promote and encourage the importance of people, teams, diversity, and culture.

Your Role & Its Impact

As a Print Services Specialist with the Department of Cyber Security and Digital Solutions, you will provide support in a 24/7 operational environment for critical digital services supporting government and health care.  You will support government departments, agencies, boards, commissions and offices, as well as Nova Scotia Health and the IWK. You will participate in projects and initiatives that improve the lives of the citizens of Nova Scotia – you will make a difference!

You will support clients directly with more complex issues that cannot be resolved at Tier 1.  You may be the first point of contact for clients and represent the front face of the organization. You will be Tier 2 support providing technical guidance and assistance to your peers in Tier 1 and collaborating across all support tiers.  You will be responsible for ensuring the availability and security of digital solutions and their underlying infrastructure by planning and leading maintenance and upgrade activities.  You will develop procedures and processes with a focus on continual service improvement.  You will build effective, collaborative, high impact relationships with clients, peers, colleagues, and management characterized by mutual trust and respect.

Other Responsibilities of a Print Services Specialist:  

• Ensure the consistent and reliable availability of print devices and related infrastructure for our health clients.

• Timely deployment of our print devices and related supporting configurations, including the physical deployment of print devices into health facilities.

• Play a key role in supporting the core Information Technology Infrastructure Library (ITIL) Service Support processes to ensure consistent level of services.

• Exhibit exceptional client service skills and provide a timely and efficient service within established standards.

• May be required to supervise or coordinate tasks for workers at the Tier 1 level.

Responsibilities of a Print Services Specialist will also include

• Collaborate with Print Architects to coordinate processes and procedures, as well as daily support tasks, for the service.

• Participate in strategic and operational planning as part of a Provincial Print Services team. 

• Collaborate with Print Architects on prioritization of work and steps required for tasks or initiatives to be completed. 

• Represent NSDS as a point of contact for client departments regarding their service needs and requirements.

• Ensure the client is well-informed of the necessary steps to resolve their issues and maintain a professional and positive attitude when interacting with clients and coworkers.

• Gain a depth of understanding around the importance of your client’s priorities and the impact it has on the client and the public when digital services are not working.

• Act as a subject matter expert on NSDS project teams that could be province-wide with financial and operational risk.

• Coordinate and lead projects within the work unit.

• Represent CSDS as a subject matter expert in projects, pilots and initiatives driven by our client or other areas of the organization.

• Provide Tier 2 technical expertise and escalate issues to other technical teams, navigating the organization to find solutions to complex issues.

• Maintain digital systems and infrastructure using specialized skills and tools to guarantee consistent connectivity and accessibility.

• Provide remote and onsite Tier 2 support within the responsibilities of your service, including connectivity issues, network, desktop software, and print devices. 

• Acting as a mentor to Junior team members and leading by example.

Who You Are & What You Bring to the Table

To be successful in this role, you will possess a bachelor’s degree in Information Technology plus a minimum of three years experience; or have graduated from a recognized Information Technology or Information Management program plus three years and six months of experience (or the equivalent combination of training and experience).

You will also have the following skills or 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.

• Knowledge of and experience with the support of Microsoft Windows desktop operating systems and applications installed within.

• Experience working with support tools such as remote PC management tools, endpoint protection, and incident management tools to resolve customer requests in a timely fashion.

• Strong understanding of Windows Group Policy administration and knowledge of the Microsoft Tools Suite (Active Directory Services, Configuration Manager (SCCM), DNS, DHCP)

• 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 in plain language to clients, peers, and our leadership team.  

• Capacity to manage various tasks while maintaining task deadlines under pressure with a strong attention to detail.

• Be willing to travel to client locations to provide on site support.

• Have access to reliable transportation.

• Be willing to work non traditional shifts to support a 24/7 environment, and

• Be open to perform other related duties as assigned.

Assets

The following experience is considered an asset: 

• Familiarity with the ITIL Service Management framework;

• Support of the managed Print Services environment in Health and/or Government. 

Supporting large environments and knowledge of the Province’s IT and Security policies and procedures.

Other Considerations

Due to the nature of this position, you will be required to work on-site, and work locations may be anywhere in government buildings, health care facilities or hospitals.

You must have a valid license and daily access to reliable transportation for support of remote facilities.

You will be required to participate in the scheduled on-call rotation for frontline support (onsite) after standard business hours and on weekends. You may be required to work shiftwork which includes night shifts, weekends, and holidays.

This competition may be used within 4 months to fill similar positions in other areas of Nova Scotia should they become available.

An immunization form needs to be completed confirming immunity to the following, or that bloodwork or vaccinations are scheduled or in progress:

• • Measles, Mumps, Rubella (vaccination date)

• • Tetanus, Diphtheria, Pertussis (vaccination date)

• • Varicella (vaccination date, or bloodwork to confirm antibodies that would be present if the person had chicken pox)

Benefits

At the CSDS with the Government of Nova Scotia, we are committed to providing a fulfilling work environment with numerous benefits and opportunities:

• Work-Life Balance: Maintain a healthy work-life balance with a 35-hour work week.

• Secure Your Future: Take advantage of our defined benefits pension plan for a stable retirement.

• Generous Time Off: Enjoy vacation, all national/civic holidays.

• Flexible Work Arrangements: Accommodate your needs with various options for flexibility, such as hybrid schedules.

• Employee and Family Support: Access our Employee and Family Assistance Programs for resources and guidance.

• Support in Times of Need: Access to our EAP.

• Cross-Sector Collaboration: Experience the power of collaboration as you engage with various government departments. Unlock a world of knowledge, expertise, and connections, contributing to the betterment of our province.

• Growth & Development: Open doors to professional growth within the department and beyond. Explore diverse career paths in specialized areas such as digital service design, cybersecurity, enterprise risk, digital platform services, and mission IT.

• Lifelong Learning: Continuously expand your knowledge and skills through training and development programs.

• Professional Advancement: Immerse yourself in the government landscape and discover endless opportunities for learning, advancement, and making a meaningful impact.

Join the Department of Cyber Security & Digital Solutions and experience the benefits of a fulfilling career, supported by comprehensive perks, career development opportunities, and a diverse range of paths to explore within our department and across the government.