Job Description

Competition: #42294Salary: $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: SydneyDepartment: Cyber Security and Digital SolutionsUnion Status: NSGEU-NSPGEOI Close Date: March 26, 2024 @ 11:59PM Atlantic TimeClosing Date: April 2, 2024 @ 11:59PM Atlantic TimeABOUT THE DEPARTMENT OF CYBER SECURITY AND DIGITAL SOLUTIONS (CSDS)Welcome to the Department of Cyber Security and Digital Solutions (CSDS), the guiding force behind digital transformation within the Government of Nova Scotia. Formerly known as the Nova Scotia Digital Service (NSDS) within the Department of Service Nova Scotia and Internal Services (SNSIS), we have evolved into a standalone department with a focused mission.At CSDS, we support government departments and partners in their digital transformation journeys. We don\'t just implement digital solutions; we navigate the complexities of digital transformation, modernizing outdated systems and ways of working. Our role is to ensure that digital services are user-centered, efficient, and make a real difference to Nova Scotians.Our team is diverse and passionate, championing innovation and embracing the richness of multiple perspectives. We\'re not just an IT department; we\'re a community dedicated to enabling digital transformation and bolstering cybersecurity across the province.Join us at CSDS as we shape the future of digital services in Nova Scotia,
and make a real difference to Nova ScotiansYour Impact as a Technical Analyst:You are not just passionate about IT; you\'re passionate about IT support. Your focus is on resolving complex technical issues at the service desk and providing hands-on field services support. You\'re adaptable, thriving in fast-paced environments and committed to delivering exceptional customer service around the clock. Your ultimate goal is to ensure minimal downtime and maximize operational efficiency.As a Technical Support Analyst focusing on service desk and field services, you will be the first point of contact for IT-related issues, supporting the crucial work of Nova Scotia\'s healthcare system.Key Responsibilities: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.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.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.Documentation and Knowledge Sharing:
- Document hardware/software problems, system crashes, actions, and solutions.
- Follow established procedures to record knowledge articles and share knowledge with colleagues.You Bring:You will possess a bachelor\'s 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 365technologies 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.

• Be open to perform other related duties as assigned.

Assets

• Foundations certificate in Information Technology Infrastructure Library (ITIL).

• Previous experience in a service desk or field support role is highly desired.

We recognize that everyone brings different skills and experiences to the table.If you don\'t \xe2\x80\x9ccheck all the boxes\xe2\x80\x9d, we encourage you to apply anyway and tell us why you\'re the right fit for the job.We value diversity of thought and believe that the best teams are those that bring together people with a range of experiences and perspectives.EquivalencyAt the Department of Cyber Security & Digital Solutions (CSDS), we highly value the diversity of experiences and educational backgrounds as key contributor\'s to our team\'s success and innovation. Recognizing that talent and capability can be developed in many ways, we are committed to considering an equivalent combination of education, certifications, and practical experience for all our positions.For positions requiring a bachelor\'s degree and a specific number of years of related experience, we are open to candidates who can demonstrate that their education/training and/or experience equip them with the necessary knowledge, skills, and abilities to excel in the role.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 CDSD 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.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