Job Description

Competition: #42787Salary: $1,579.34- $2,852.85 Bi-Weekly / $41,062.84 - $74,174.10 Annually (PR 1 - PR 11)Position Type: Full-Time Permanent (35 hours a week)Benefits: Paid Holidays, Vacation, Sick/Family Leave, Health, Dental, and Defined Benefits PensionLocation: Multiple Locations (Antigonish, New Glasgow and Truro)Department: Cyber Security and Digital SolutionsUnion Status: NSGEU-NSPGClosing Date: May 16, 2024 @ 11:59PM Atlantic TimeAbout the Department of Cyber Security & Digital Solutions (CSDS)The Department of Cyber Security and Digital Solutions (CSDS) puts people first. We\xe2\x80\x99re dedicated to driving digital transformation by helping government work in line with modern expectations.Our large, diverse, and passionate team believes in user-centered, iterative, digital service design and embraces internet-era ways of working. At CSDS, you\xe2\x80\x99ll be part of a team that makes a real difference by designing, continuously improving, and delivering the programs and services people need, while working alongside caring, compassionate, and highly skilled professionals.At CSDS, we don\xe2\x80\x99t just accept difference \xe2\x80\x93 we celebrate a culture of diversity, inclusion, and belonging!We recognize that the people who use government programs and services come from all walks of life, and it\xe2\x80\x99s essential that CSDS reflects the communities we serve. This enables us to deliver better, more accessible, and inclusive public services. We\xe2\x80\x99re committed to creating an environment where diverse perspectives and experiences are valued and where diverse talent can thrive.About Our OpportunityAs 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 a regional hospital facility in either Truro, New Glasgow, or Antigonish. Your primary focus will be on frontline onsite technical support services for our Nova Scotia Health clients in hospital facilities throughout the Colchester, Pictou, or Antigonish County. 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 YouTo 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 nontraditional shifts to support a 24/7 environment, and

• Be open to perform other related duties as assigned.

AssetA Foundations certificate in Information Technology Infrastructure Library (ITIL) would be an asset.Other ConsiderationsDue 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 will be required to participate in the scheduled on-call rotation for frontline support (onsite) after standard business hours and on weekends. You will 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 & PerksAt 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 hybrid schedules.

• 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 department 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.Pay Grade: PR 01 - PR 11Salary Range: $1,579.34 - $2,852.85 Bi-WeeklyEmployment 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.Current government employees may access this posting through the link below: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