Job Description

Competition # : 39746

Department: Service Nova Scotia and Internal Services

Location: NEW GLASGOW

Type of Employment: Permanent

Union Status: NSGEU - NSPG

Closing Date: 7/14/2023 (Applications are accepted until 11:59 PM Atlantic Time)

About Us

Cyber Security and Digital Solutions (CSDS)* is a team within government, and we are putting people first. We are called a \xe2\x80\x9c \xe2\x80\x9d service for a reason \xe2\x80\x93 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\xe2\x80\x99 lives. We believe in user-centered iterative digital service design, and practice . Working at CSDS 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 CSDS, 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 CSDS reflects the people that we serve \xe2\x80\x93 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.

*Formerly known as the Nova Scotia Digital Service (NSDS) group, a part of the previous named Department of Service Nova Scotia and Internal Services.

Who You Are

You are passionate about people\xe2\x80\x99s service experience and want to help resolve technical problems and requests over the phone, in person, and through our ticketing system. 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 an amazing user experience. You thrive on providing support to 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.

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.

About Our Opportunity

As a Technical Analyst with Mission IT, CSDS, 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 be a member of the support team located at the Colchester East Hants Health Centre in Truro, with a primary focus on frontline onsite technical support services for our Nova Scotia Health clients in hospital facilities throughout Colchester and East Hants counties. You will participate in projects and initiatives that improve the lives of the citizens of Nova Scotia \xe2\x80\x93 you will make a difference!

You will be the first point of contact for clients and represent the front face of the organization. You will be required to work with clients with varying levels of digital literacy in determining the root cause of their problem and initiating a resolution plan. You must have the ability to use common, non-technical, business language to explain technical solutions.

Other Responsibilities of a Technical Analyst:

• 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.
• 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\xe2\x80\x99s priorities and the impact it has on the client and the public when digital services are not working.
• Collaborate across all technical support teams to quickly resolve a client\xe2\x80\x99s technical problem or request.
• 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.
• Provide onsite Tier 1 and Tier 2 support including but not limited to connectivity issues, desktop hardware, virtual device issues, software, mobile devices, and printers.
• Ensure successful deployment of computing hardware, printers, and peripherals.
• Ensure availability of systems within the device management landscape, including systems such as SCCM or JAMF or Intune, Azure Virtual Desktop, VMWare Horizon, or Beyond Trust Remote Support.
• Administer user account access to resources such as network access, shared folders, e-mail distribution groups, network printers, and multi-function devices.
• Record and document hardware/software problems, system crashes, actions and solutions.
• Follow established procedures to record knowledge articles and share knowledge with co-workers.

About You

To be successful in this role, you will possess a bachelor\xe2\x80\x99s degree in Computer Science; or have graduated from a recognized Information Technology program (or the equivalent combination of training and experience).

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 desktop OS, and Microsoft 365 technologies such as Outlook and Teams.
• Maintain your knowledge of new and emerging technologies.
• 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, Azure AAD, DNS, DHCP, Microsoft Endpoint Manager, Intune)
• 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.
• Be willing to work non traditional shifts to support a 24/7 environment, and
• Be open to perform other related duties as assigned.

A Foundations certificate in Information Technology Infrastructure Library (ITIL) would be an asset.

Equivalency

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

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 access to reliable transportation.

You may 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.

You will be required to provide proof of a clean criminal records check as part of your terms of employment.

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

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.

Pay Grade: PR 01 - PR 11

Salary Range: $1,579.34 - $2,852.85 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.

Government of Nova Scotia