Technical Analyst

About The Department of Cyber Security & Digital Solutions

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 We don't just implement digital solutions; we navigate the complexities of digital transformation, modernizing outdated systems and ways of working.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 believe in user-centered iterative digital service design, and practice internet-era ways of working. 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, supporting our partners in their journey towards a digital future

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 (7 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.

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

Other Considerations

This posting will be used to fill one permanent positions.

Adhere to the NS Gov Vaccine Mandate of being fully vaccinated prior to the start date.

Work locations Kentville NS.

This competition may be used within 4 months to fill similar positions in other areas of Nova Scotia should they become available.

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.