Job Description

Competition # : 40093

Department: Service Nova Scotia and Internal Services

Location: HALIFAX

Type of Employment: Permanent

Union Status: NSGEU - NSPG

Closing Date: 17-Aug-23 (Applications are accepted until 11:59 PM Atlantic Time)

About Cyber Security and Digital Solutions

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 We\'re Looking For

You have a genuine passion for providing outstanding service experiences and take pride in resolving technical issues and requests through various channels, such as over the phone, in person, and via our ticketing system. Thriving in a 24/7 support environment, you enjoy being on the front lines, delivering critical services to a diverse clientele. As a team player, you consistently go above and beyond to ensure an exceptional user experience. Flexible and adaptable, you are prepared to work night shifts and participate in on-call rotations.

Aligned with our core values of respect, integrity, diversity, accountability, and the public good, you embody a commitment to service excellence. You champion the significance of people, teams, diversity, and a positive workplace culture in all that you do.

The Technical Analyst Role

As a Technical Analyst within Mission IT at CSDS, you\'ll 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 \xe2\x80\x93 making a real difference!

As the first point of contact for clients, 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.

Additional Technical Analyst Responsibilities

• Support core Information Technology Infrastructure Library (ITIL) Service Support processes to ensure a consistent level of service.
• Demonstrate exceptional client service skills, providing timely and efficient support within established standards.
• Keep clients well-informed of necessary steps to resolve issues while maintaining a professional and positive attitude in all interactions.
• Develop a deep understanding of your clients\' priorities and the impact on them and the public when digital services are not functioning.
• Collaborate with all technical support teams to quickly resolve client issues and requests.
• Participate in projects, pilots, and initiatives as a team member, completing tasks assigned by managers or supervisors to ensure efficient and effective implementation.
• 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.
• Manage user account access to resources such as network access, shared folders, email distribution groups, network printers, and multi-function devices.
• Document hardware/software problems, system crashes, actions, and solutions.
• Follow established procedures to record knowledge articles and share knowledge with colleagues.

Qualifications and Experience

To excel in this role, you should have a bachelor\'s degree in Computer Science or a recognized Information Technology program, or an equivalent combination of training and experience. Your skills and experience should include:

• The ability to manage multiple tasks under pressure, while maintaining deadlines and attention to detail.
• Strong working knowledge of desktop hardware, software, printers, Windows desktop OS, and Microsoft365 technologies such as Outlook and Teams.
• Commitment to staying informed about new and emerging technologies.
• Experience with support tools such as remote PC management tools, endpoint protection, and incident management tools to resolve customer requests efficiently.
• Solid understanding of Windows Group Policy administration and knowledge of the Microsoft Tools Suite (Active Directory Services, Azure AAD, DNS, DHCP, Microsoft Endpoint Manager, Intune).
• Demonstrated prioritization skills, sound judgment, excellent communication (verbal and written), and interpersonal skills.
• Ability to work effectively in a dynamic team environment that encourages innovation and prioritizes excellent client service.
• Willingness to work non-traditional shifts in a 24/7 environment.
• Flexibility to perform other related duties as assigned.

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

Other Considerations

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 reliable transportation 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)

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.

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: $1,579.34 - $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