Technical Analyst (CSO1-2) - User Support Services (Hiring Pool)

Hiring Pool

This posting will be used to establish a Hiring Pool for Permanent, Term, Temporary, and Casual employment opportunities in multiple locations within Halifax Regional Municipality . 

About Us

At CSDS, we prioritize people—both within our team and in the communities we serve. Our mission is to redefine how Nova Scotians engage with government by creating accessible, reliable digital solutions centered around user needs.

In today’s tech-driven world, CSDS empowers government departments with essential digital solutions to meet Nova Scotians’ expectations. As a trusted partner across government, we enable departments to fulfill their mandates with secure, user-friendly services. From healthcare and education to public safety, we collaborate to transform how services are designed and delivered.

We don’t just implement technology; we modernize outdated systems and reimagine processes. Our agile, data-driven approach ensures that digital services are both efficient and adaptable to Nova Scotia’s evolving needs.

Joining CSDS means contributing to work that makes a real difference. From providing vital tech support to healthcare professionals to strengthening cybersecurity and developing scalable digital platforms, you’ll play a key role in building a more inclusive, responsive government for Nova Scotians.

Together, we’re setting new standards for digital public service, delivering resilient solutions that meet today’s needs—and anticipate tomorrow’s challenges.

About Our Opportunity

User Support Services – Technical Analyst

We are hiring multiple Technical Analyst positions, in multiple locations within Halifax Regional Municipality. 

These positions are within a 24/7/365 environment and may include evening, weekend, overnight, or holiday shifts.

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!

Technical Analysts in User Support Services are the first point of contact for IT-related issues. 

Primary Accountabilities

Service Management:

• Support core Information Technology Infrastructure Library (ITIL) Service Support processes to ensure a consistent level of service.
  
  Client Interaction:
• Demonstrate exceptional client service skills, providing timely and efficient support within established standards.
• Keep users well-informed of necessary steps to resolve issues while maintaining a professional and positive attitude in all interactions.
  
  Technical Problem Resolution:
• Collaborate with all technical support teams to quickly resolve client issues and requests.
• Develop a deep understanding of your clients' priorities and the impact on them and the public when digital services are not functioning.
   
  Hardware and Software Support:
• Provide remote and onsite Tier 1 and Tier 2 support, addressing connectivity issues, desktop hardware, software, mobile devices, and printers.
• Deploy desktop hardware, printers, and peripherals.
   
  Project Participation:
• Participate in projects, pilots, and initiatives as a team member, completing tasks assigned by managers or supervisors to ensure efficient and effective implementation.
   
  Documentation and Knowledge Sharing:
• Participate in the documentation of hardware/software problems, system crashes, actions, and solutions.
• Share knowledge and experiences with colleagues to strengthen the team in an ever-changing environment.
  
  

Qualifications and Experience

You will possess a bachelor’s degree in a related Computer Science program; or have graduated from a recognized Information Technology program (or the equivalent combination of training and experience). 

Experience in an I.T. Support role is highly desired and will be prioritized.

You will also have the following skills or experience:

• Capacity to manage various tasks while maintaining task deadlines under pressure with a strong attention to detail.
• A strong working knowledge of desktop hardware, software, printers, Windows OS, and Microsoft 365 technologies such as Outlook and Teams.
• 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.
• An understanding of IT infrastructure (Networking and security concepts, DNS, DHCP, Firewalls, Virtualization) and knowledge of Microsoft management tools (Active Directory Services, Microsoft Azure, Intune, SCCM).
• Demonstrate prioritization skills, sound judgment, excellent communication (verbal and written) and interpersonal skills.
• The ability to work well in a dynamic team environment where innovative thinking and excellence in client service are part of the culture.
• Ability to maintain your knowledge of new and emerging technologies.
• Be willing to work non-traditional shifts to support a 24/7 environment.
• Be open to perform other related duties as assigned.

We will assess the above qualifications and experience using tools such as assessments, presentations, interviews, reference checks, etc.

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.

Working Conditions

These positions are within a 24/7/365 environment and may include evening, weekend, overnight, or holiday shifts.
May be required to work overtime on occasion 

Additional Information

PLEASE NOTE: This competition will be used to fill upcoming Permanent, term, temporary or casual positions within the Halifax Regional Municipality. 

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
• Department specific flexible working schedules