Technical Analyst- (Computer Services Off 1(A)-(B)-2(A)-(C))

Job title:

Technical Analyst- (Computer Services Off 1(A)-(B)-2(A)-(C))

Company

Government of Nova Scotia

Job description

Competition No: 43661Salary Range: $1,587.24 – $2,867.11 / Bi-Weekly / $41,268.24 – $74,544.86 Annually (PR 1- PR 11)Position Status: PermanentBenefits: Paid Holidays, Vacation, Sick/Family Leave, Health, Dental, and Defined Benefits PensionLocation: HALIFAXDepartment: Cyber Security & Digital SolutionsUnion Status: NSGEU-NSPGClosing Date: 8/9/2024 (Applications are accepted until 11:59 PM Atlantic Time)ABOUT THE DEPARTMENT OF CYBER SECURITY AND DIGITAL SOLUTIONS (CSDS)At the Department of Cyber Security and Digital Solutions ( ), we prioritize people and are dedicated to driving digital transformation that meets modern expectations. Our mission is to support government departments and partners in their digital transformation journeys, ensuring that digital services are user-centered, efficient, and impactful for all Nova Scotians.We don’t just implement digital solutions; we navigate the complexities of digital transformation by modernizing outdated systems and ways of working. Our role is to make a real difference by ensuring that our digital services are accessible and user-friendly.At CSDS, we celebrate diversity, inclusion, and belonging. We recognize that the people who use government programs and services come from all walks of life, and it’s essential that we reflect the communities we serve. We are committed to creating an environment where diverse perspectives and experiences are valued, and where all talent can thrive. By embracing these values, we deliver better, more accessible, and inclusive public services.Your 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/or 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.

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.

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.

Documentation and Knowledge Sharing:

• Participate in the documentation of hardware/software problems, system crashes, actions, and solutions.
• Share knowledge and experiences with colleagues to strengthen the team in an ever-changing environment.

You Bring:You will possess a bachelor’s degree in a related Computer Science program; 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 OS, and Microsoft 365 technologies such as Outlook and Teams.

• 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.

• An understanding of IT infrastructure (Networking and security concepts, DNS, DHCP, Firewalls, Virtualization) and knowledge of Microsoft management tools (Active Directory Services, Microsoft Azure, Intune, SCCM).

• 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.

• Ability to maintain your knowledge of new and emerging technologies.

• Be willing to work non-traditional shifts to support a 24/7 environment.

• Be open to perform other related duties as assigned.

Additional assets of value:

• 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.We value diversity of thought and believe that the best teams are those that bring together people with a range of experiences and perspectives.The Hiring Pool Process:In accordance with the collective agreement, we have established a Hiring Pool to streamline our hiring process and fill multiple positions in the coming months. Please note that these opportunities are located within the Halifax Regional Municipality (Central Zone) and surrounding areas.Our Hiring Pool initially prioritizes a number of permanent positions that need to be filled on a priority basis. However, it may also be used to fill additional vacancies such as term, temporary or casual positions. Opportunities may arise in any region across the province.Post-Application Steps:

• Application Review: After the job posting closes, we will review all applications.
• Online Assessments: Qualified candidates will be invited to complete online assessments, which will take approximately 45 minutes.
• Interviews: We’ll review the assessment results and coordinate 1-hour interviews for selected candidates.
• Reference Checks: Successful interviewees will go through reference checks and await final approvals.
• Job Offers: Finally, job offers will be extended, and we’ll coordinate start dates.

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: $1,587.24 – $2,867.11 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 [email protected].

Expected salary

Location

Halifax, NS

Job date

Sat, 27 Jul 2024 23:57:17 GMT

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