Technical Analyst - Computer Services Off 1(a)-(b)-2(a)-(c)(44982)

ABOUT THE DEPARTMENT OF CYBER SECURITY AND DIGITAL SOLUTIONS (CSDS)

At CSDS, we prioritize people—both within our team and in the communities we serve. Our mission is to redefine how Nova Scotians engage with government by creating accessible, reliable digital solutions centered around user needs.

In today's tech-driven world, CSDS empowers government departments with essential digital solutions to meet Nova Scotians' expectations. As a trusted partner across government, we enable departments to fulfill their mandates with secure, user-friendly services. From healthcare and education to public safety, we collaborate to transform how services are designed and delivered.

We don't just implement technology; we modernize outdated systems and reimagine processes. Our agile, data-driven approach ensures that digital services are both efficient and adaptable to Nova Scotia's evolving needs.

Joining CSDS means contributing to work that makes a real difference. From providing vital tech support to healthcare professionals to strengthening cybersecurity and developing scalable digital platforms, you'll play a key role in building a more inclusive, responsive government for Nova Scotians.

Together, we're setting new standards for digital public service, delivering resilient solutions that meet today's needs—and anticipate tomorrow's challenges.

About Our Opportunity

As a Technical Analyst, you would provide IT support in a continuous operational environment for critical services within the shared services mandate of the Department of Cyber Security and Digital Solutions (CSDS). You will provide support to government departments, boards, agencies commissions and offices, as well as the Nova Scotia Health (NSH) and the Sir Izaak Walton Killam Health Center (IWK).

You may be the first point of contact for clients and represent the front face of the organization. You will be required to deal with clients of various personalities and levels of IT knowledge in determining the root cause of their problem before initiating a plan of resolution. You must have the ability to use common, non-technical language when necessary. You play a key role in supporting the core Information Technology Infrastructure Library (ITIL) Service Support processes to ensure consistent level of services.

Other Responsibilities of a Technical Analyst:

• Exhibit strong 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 knowledge of the importance of your client's priorities, possible causes of the issue, know who to ask for assistance, and the affect it has on the client/public when their IT services are not working.

• Know what level of service should be provided and communicate that to the client, as this will result in the individual feeling that they have been treated with professionalism, respect, and confidence.

• Provide remote/onsite Tier 1 and Tier 2 support including desktop hardware, software, and printers.

• Record and document hardware/software problems, system crashes, actions and solutions.

• Follow established procedures to record knowledge articles and share knowledge with co-workers.

• Participate in projects and initiatives as part of a project team within the work unit, and complete tasks as assigned by the manager, project manager, or supervisor/coordinator to ensure an efficient and effective implementation.

About You

To be successful in this role, you will possess a Bachelor's Degree in Computer Science; or have graduated from a recognized Information Technology program.

You will also have the following skills or experience:

• Capacity to manage various tasks while maintaining task deadlines under pressure and a strong attention to detail.

• Continued knowledge of new and emerging technologies.

• Knowledge of desktop hardware, software, printers, Windows desktop OS (10 and above), and Microsoft technologies such as Microsoft Office Suite or Office 365, Outlook, Skype For Business.

• Experience working with support tools such as remote PC management, antivirus, 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, DNS, DHCP, SCCM, 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 excellent client service are part of the culture.

• Provide on-call support as required to ensure appropriate device and application availability in accordance with predefined on call schedules and processes.

• Must have access to reliable transportation while providing on-call support.

• May perform other related duties as assigned.
  

Asset

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

Other Considerations

This posting will be used to fill one current permanent position, as well as any upcoming vacancies that arise within the 4-month period, in accordance with the collective agreement.

The work location is Yarmouth.

Benefits & Perks

At 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: Access a defined benefits pension plan for a stable retirement.

• Annual Leave & Holidays: Start with 3 weeks (15 days) of annual vacation.

• Supportive Leadership: Our leadership prioritizes flexibility, communication, and enabling your success.

• Support in Times of Need: Rely on short- and long-term support options tailored to help you and your family when it matters most.

• Employee and Family Support: Access our Employee and Family Assistance Programs for comprehensive resources and guidance.

• Cross-Sector Collaboration: Engage with various stakeholders and government departments, building expertise and connections that enrich Nova Scotia's future, and your own professional development.

• Growth & Development: Explore career paths in specialized areas like digital service design, cybersecurity, enterprise risk, digital platforms, mission IT, and more.

• Lifelong Learning: Expand your skills with ongoing training and development opportunities.

• Professional Advancement: Dive into public service with endless opportunities for growth, learning, and meaningful contributions.

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.