Job Description

Competition # : 37102

Department: Service Nova Scotia and Internal Services

Location: HALIFAX

Type of Employment: Permanent

Union Status: NSGEU - NSPG

Closing Date: 11/11/2022 (Applications are accepted until 11:59 PM Atlantic Time)

Who We Are

The , a division of Service Nova Scotia and Internal Services (SNS-IS) is a team within government, and we are putting people first. We are called a " " service for a reason - because we are helping government work the way that people expect things to work these days.

Our team is large, diverse, and passionate about making a difference in peoples' lives. We believe in user-centered iterative digital service design, and practice . Working at the NSDS means you will be a part of a team whose work makes a difference through designing, continuously improving and delivering the programs and services people need, alongside caring, compassionate, highly-skilled people.

At the NSDS, we don't just accept difference - we celebrate a supportive culture of diversity, inclusion and belonging!

The people who use government programs and services come from all walks of life. It is important that the NSDS reflects the people that we serve - so we can deliver better, and more accessible, and inclusive public services. We work hard to create an environment where different perspectives and experiences are valued. We are committed to helping diverse talent thrive.

Who You Are

You are passionate about people's service experience and want to help resolve technical problems and requests over the phone, by email and web forms. You enjoy providing front line support in a 24/7 environment for critical services, working as part of a team, and going the extra mile to provide excellent client service. You revel in supporting a diverse client base.

You share our values of Respect, Integrity, Diversity, Accountability & The Public Good, have a passion for service excellence and actively promote and encourage the importance of people, teams, diversity, and culture.

About Our Opportunity

This posting will be used to establish a Hiring Pool for End User Services, within the NSDS. This position supports clients within Government, Nova Scotia Health and/or the IWK. This Hiring Pool will be used to fill multiple Permanent, Term, Temporary and Casual opportunities over the next several months. Casual positions filled will not be considered bargaining unit. These positions will be located in Halifax, Nova Scotia.

As a Technical Analyst (Computer Services Officer 1-2) with the Service Desk for End User Services you will:

• Be the first point of contact for clients and represent the front face of the organization
• Be required to deal with clients of various personalities and levels of IT knowledge in restoring normal service by initiating a plan of resolution. You must have the ability to use common, non-technical language when necessary.
• Exhibit strong client service skills to provide a timely and efficient service within established standards and have an attention for detail.
• Collaborate with the End User Services team and others to quickly resolve a client's technical problem or request
• Provide remote Tier 1 and Tier 2 support - Troubleshooting and repairing desktop computer hardware, software, mobile device services, and user account management services via incoming phone calls, emails, or web forms using remote tools and utilities, and verbal/written instructions to ensure timely resolution of client's IT issues and requests.
• Record and document hardware/software problems, system crashes, actions and solutions.
• Follow established procedures to record knowledge articles and share knowledge with co-workers.
• Remotely install, test and upgrade software using the standard configuration manager application to ensure the software is current, registered and efficiently deployed for the client.
• Participate in projects, pilots and initiatives as part of a project team and complete tasks as assigned by the manager or supervisor to ensure an efficient and effective implementation.

Qualifications and Experience

To be successful in this role, you hold a bachelor's Degree in Computer Science or you have graduated from a recognized Information Technology program.

In addition, you hold at least one year of experience providing efficient IT Tier 1-2 Service Desk support in a client focused environment. The following skills are also critical:

• Capacity to manage various tasks while maintaining deadlines under pressure and a strong attention to detail.
• Demonstrated excellent customer service skills in a front line IT support environment
• Knowledge of desktop hardware, software, Windows desktop OS (7 and above), and Microsoft technologies such as Office Suite, Outlook, Teams,
• Experience working with support tools such as remote PC management, antivirus, and incident management tools to resolve customer requests in a timely fashion.
• Demonstrated 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 excellent client service are part of the culture.
• The ability to use common, non-technical language when necessary.

The following qualifications are considered an assets:

• A Foundations certificate in Information Technology Infrastructure Library (ITIL).
• Knowledge of Government of Nova Scotia hardware and software standards, established IT policies and procedure.

Equivalency

Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.

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 to learn more about our various benefits offering and eligibility criteria.

Additional Information

This position operates in a 24/7/365 environment and shift work, including nights, weekends and holidays may be required.

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.

Pay Grade: PR 01 - PR 11

Salary Range: $1,533.34 - $2,769.76 Bi-Weekly

Employment Equity Statement:

Our goal is to be a diverse workforce that is representative, at all job levels, of the citizens we serve. The Government of Nova Scotia has an Employment Equity Policy, and we welcome applications from Indigenous People, African Nova Scotians and Other Racially Visible Persons, Persons with Disabilities and Women in occupations or positions where they are under-represented. If you are a member of one of these equity groups, you are encouraged to self-identify on your electronic application.

This is a bargaining unit position initially restricted to current civil service employees represented by the Nova Scotia Government Employees Union (NSGEU). If applying from outside a government office, employees must apply correctly via this link:

Failure to apply correctly means that your application will not be given first consideration as a bargaining unit applicant, and will only be included if external applications are pursued.

External applicants and current casual employees will only be considered if there are no qualified civil service bargaining unit candidates. PLEASE NOTE: Candidates will not be considered for an interview if applications are incomplete or are missing information.

Offer of employment is conditional upon the completion of all applicable background checks and confirmation of credentials, the results of which must be satisfactory to the employer. We thank all applicants for the interest, however, only those selected for an interview will be contacted. All questions and concerns may be directed to Competitions@novascotia.ca.