End User Computer Specialist

 
Competition:          #41259
Salary:                    $2,640.65 - $3,215.50 Bi-Weekly / $68,656.90 - $83,603.00 Annually (PR 14)
Position Type:        Full-Time Permanent (35 hours a week)
Benefits:                 Paid Holidays, Vacation, Sick/Family Leave, Health, Dental, and Defined Benefits Pension
Location:                Halifax
Department:           Cyber Security and Digital Solutions
Union Status:         NSGEU-NSPG
Closing Date:        January 16, 2024 11:59PM Atlantic Time
ABOUT 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 We don't just implement digital solutions; we navigate the complexities of digital transformation, modernizing outdated systems and ways of working.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 Scotians
The Mission:
As the Technical Specialist, you will report to and be supported by the Manager, End User Computer (Health).  You will lead and be proficient in coordinating the work of a local team that is responsible for supporting clients, the devices and systems that they use, and their related infrastructure, while also providing technical guidance at a Tier 2 level. You will also be required to perform frontline technical support services for our Nova Scotia Health clients in hospital facilities by directly servicing their onsite incident support and service request tickets. 
The Technical Specialist ensures effective and efficient availability, deployment and maintenance of IT assets for the Government of Nova Scotia, servicing the Health sector, in a manner that meets or exceeds the established client service standards. This position plays a key role in supporting the core Information Technology Infrastructure Library (ITIL) Service Support processes to ensure a consistent level of service to clients. 
Who You Are
You are passionate about people’s service experience and want to help resolve technical problems and requests over the phone, in person, and through our ticketing system. You enjoy providing front line support in a 24/7 environment for critical services, working as part of a team, and going the extra mile to provide an amazing user experience. You thrive on providing support to a diverse client base. You are flexible and available to work night shifts and on-call rotations.
You share our values of respect, integrity, diversity, accountability and the public good, have a passion for service excellence and actively promote and encourage the importance of people, teams, diversity, and culture.
Primary Accountabilities
Supervisor Responsibilities – Approximately 20% of Workload
 
-Coordinating and delegating tasks within the local Field Services Support Team to enable effective support of the clients and systems in Health facilities within this region; 
 
-Create and foster an inspiring team environment with an open communication culture;
 
-Motivate team members and lead by example;
 
-Delegate tasks and set deadlines;
 
-Oversee day-to-day operations, assigning staff tasks and performs follow up on work assigned;
 
-Develops/maintains/adjusts on-call rotation schedule in accordance with vacation plans;
 
-Monitor team performance and report on metrics;
 
-Reallocates staff site location when staff shortage arises due to vacations/sick time;
 
-Identifies training needs and provide coaching;
 
-Listen to team member feedback and resolve any issues or conflicts;
 
-Take direction and implement policies from NSDS Management.
You will also be accountable for the following:
-Service of incident support and service request tickets that appear in our ITIL based service management software (Assyst);
 
-Representing this service area on all projects and initiatives containing a CSDS component, including those with a Provincial scope; 
 
-Liaising with local NSHA Management to ensure that services are being provided effectively; 
 
-Providing subject matter expertise on project teams and coordinating small projects within the work unit; 
 
-Providing specialized technical installation of services for clients; 
 
-Providing Tier 2 advice to Technical Analysts, clients, and other Field Services support personnel to assist with more complex operational activities;
 
-Leading projects within the work unit which have financial and operational risk to ensure the efficient and effective implementation of the project and related support activities;
 
-Working with other CSDS teams to maintain and monitor systems to guarantee consistent connectivity and accessibility.
 
-Maintaining systems according to clients’ needs using specialized skills and tools, and provide specialized technical installation services to clients for hardware, networks, or other IT equipment;  
 
-Providing support after hours on a standby rotation schedule and perform maintenance after hours as required.
Qualifications and Experience
The successful candidate will possess a Bachelor’s Degree in Information Technology plus a minimum of three years’ experience, or graduation from a recognized Information Technology or Information Management program plus three years and six months of experience.  
 
The ideal candidate will have the following training and work experience:
Experience leading projects or supervising daily activities of team members;
-A good understanding of project management and change management methodologies to coordinate rollouts and system upgrades;
 
-Previous experience in the implementation of major system rollouts;
 
-Excellent problem solving and research skills;
 
-Experience in the usage and administration of Microsoft System Centre Configuration Manager (SCCM), or an analogous product;
 
-Knowledge of and experience with the support of Microsoft Windows desktop operating systems;
 
-Must be a team player with strong negotiation and facilitation skills;
 
-Well organized, be capable of prioritizing and undertaking high level work under tight deadlines, and can exercise sound judgment under pressure;
 
-Excellent communication (both verbal and written) and interpersonal skills;
 
-Interact effectively with and communicate technical concepts to clients, peers, and our leadership team. 
 
The following experience is considered an asset:
-Familiarity with the ITIL Service Management framework;
 
-Supporting large environments and knowledge of the Province’s IT and Security policies and procedures.  
Equivalency
An equivalent combination of related training and experience may be accepted in place of education requirement. Applicants relying on equivalencies must describe clearly in their resume and cover letter. 
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: 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 14  
Salary Range:  $2,640.65 - $3,215.50 Bi-Weekly
 
Employment Equity Statement:
Our goal is to be a diver