Computer Services Officer 1(A)-(B)-2(A)-(C) (Technical Analyst)

Who We Are

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 We don't just implement digital solutions; we navigate the complexities of digital transformation, modernizing outdated systems and ways of working.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 You Are

You are passionate about providing outstanding service experiences 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 technology professional, you excel in providing advanced front line support for critical services in a 24/7 environment while collaborating with diverse teams. You demonstrate adaptability and a readiness to work evening shifts and/or on-call rotations.

Aligned with our core values of respect, integrity, diversity, accountability, and the public good, you embody a commitment for service excellence. You champion in the importance of people, teams, diversity, and culture.

Your Role and Its Impact

User Support Services Technical Analyst - 5 positions at multiple locations in the Halifax Regional Municipality

As a Technical Analyst with CSDS, you will play a crucial role in supporting critical digital services for government and healthcare sectors in a 24/7 operational environment. By assisting government departments, agencies, boards, commissions, offices, Nova Scotia Health, and the IWK, your contributions will have a direct impact on improving the lives of the citizens of Nova Scotia — making a real difference!

In this role, you will address more complex issues that cannot be resolved at Tier 1, focusing on in-depth problem-solving for hardware and software issues requiring on-site support. Directly serving Nova Scotia Health, you will represent the organization's front line, working with clients of various digital literacy levels to identify the root cause of their issues and initiate resolution plans. Your ability to effectively communicate technical solutions using clear, non-technical, and business-friendly language is essential.

You will be a key part of maintenance and upgrade activities, ensuring the availability and security of digital solutions and their underlying infrastructure. Building effective, collaborative, high-impact relationships with clients, peers, colleagues, and management, you will be characterized by mutual trust and respect.

How you can make an impact

As a Technical Analyst, you will:

-Deliver exceptional client service, providing timely and efficient support within established standards.
-Support core Information Technology Infrastructure Library (ITIL) Service Support processes to ensure a consistent level of service.
-Ensure the client is well-informed of the necessary steps to resolve their issues while maintaining a professional and positive attitude in all interactions.
-Understand client priorities and how they are impacted when digital services are not functioning.
-Know what level of service should be provided and communicate that to the client, as this will result in the individual feeling that they have been treated with professionalism, respect, and confidence.
-Act as a liaison between CSDS and client departments regarding their service needs and requirements.
-Offer remote and onsite Tier 1 and Tier 2 support for hardware, software, and printers.
-Provide Tier 2 technical expertise, escalating issues to other technical teams and navigating the organization to find solutions to complex issues.
-Deploy desktop hardware and peripherals, software, and printers.
-Maintain digital systems and infrastructure, ensuring consistent connectivity and accessibility.
-Collaborate with all technical support teams to quickly resolve client issues and requests.
-Participate in projects, pilots, and initiatives, completing assigned tasks to ensure efficient and effective implementation.
-Follow established procedures to record knowledge articles to share with colleagues.
-Document hardware and software problems, system crashes, actions, and solutions.
-Help create a culture of humility, learning, collaboration, ownership and results.
-Show continuous learning and knowledge update by completing or renewing agreed technical certifications every year as part of performance metrics.
-Participate in after-hours on-call rotation.

What You Bring To The Table

You must have a bachelor’s degree in Information Technology or Computer Science or have graduated from a recognized Information Technology or Information Management program (or an equivalent combination of training and experience).

Additionally, you will possess the following qualifications, skills, and experience:

-Capacity to manage multiple tasks under pressure while meeting deadlines and maintaining a strong attention to detail.
-Strong working knowledge of desktop hardware, software, printers, Windows desktop OS (10 and above), and Microsoft 365 technologies such as Office, Outlook, and Teams.
-Commitment to staying informed about new and emerging technologies.
-Hands-on experience with support tools such as remote device management, endpoint protection, and incident management tools to efficiently resolve customer requests.
-Comprehensive understanding of Windows Group Policy administration and knowledge of the Microsoft Tools Suite (Active Directory Services, Azure AAD, DNS, DHCP, Microsoft Endpoint Manager, Intune).
-Ability to stay well-organized, prioritize tasks, manage workload, and deliver results under tight deadlines while exercising sound judgment under pressure.
-Excellent communication (verbal and written) and interpersonal skills.
-Effective at working in a dynamic team environment where innovative thinking and excellent client service are part of the culture.
-Ability to interact with and communicate technical concepts in plain language to clients, peers, and leadership teams.
-Preparedness to work non-traditional shifts in a 24/7 environment.
-Must have a valid driver’s license and consistent access to a reliable vehicle.
-Willingness to travel to client locations for on-site support.
-Flexibility to perform other related duties as assigned.

The following experience will be considered an asset:
-Familiarity with the ITIL Service Management framework.
-Experience supporting large environments and knowledge IT and Security policies and procedures.

We recognize that everyone brings unique skills and experiences to the table and not everyone "checks all the boxes". We encourage you to apply and tell us why you're the right fit for the job.

Benefits

Based on the employment status and Union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as Health, Dental, Life Insurance, Pension, General Illness (Short and Long Term), Vacation, and Employee and Family Assistance Programs. Click here to learn more about our various benefits offering and eligibility criteria.

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 all national/civic holidays, 18 sick days, and family leave provisions.
-Flexible Work Arrangements: Accommodate your needs with various options for flexibility, such as modified work week.
-Employee and Family Support: Access our Employee and Family Assistance Programs for resources and guidance.
-Support in Times of Need: Receive short- and long-term disability assistance when required.
-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 CDSD 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.
 

Additional Information

Please be aware of the following aspects related to this position:

Work Location and Transportation: As the nature of this role may require you to work on-site, your work locations could span across government buildings, healthcare facilities, or hospitals. Consequently, having access to a reliable vehicle is essential.

On-call and Shift Work: You will need to participate in the scheduled on-call rotation for frontline support (on-site) outside standard business hours, including weekends. Additionally, shift work may involve working night shifts, weekends, and holidays.

Criminal Records Check: As part of your terms of employment, you will be required to provide proof of a clean criminal records check.

Immunization Requirements: An immunization form must be completed, confirming your immunity to the following diseases, or that blood work or vaccinations are scheduled or in progress:

• Measles, Mumps, Rubella (vaccination date)
• Tetanus, Diphtheria, Pertussis (vaccination date)
• Varicella (vaccination date, or blood work to confirm antibodies that would be present if the person had chickenpox)