Technical Analyst

Competition: #43301

Salary: $1,587.24- $2,867.11 Bi-Weekly / $41,268.24 - $74,544.86 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 Pension

Location: Bridgewater

Department: Cyber Security and Digital Solutions

Union Status:  NSGEU-NSPG

Closing Date: June 26, 2024 @ 11:59PM Atlantic Time

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

At the Department of Cyber Security and Digital Solutions ( CSDS ), 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We don’t just implement digital solutions; we navigate the complexities of digital transformation by modernizing outdated systems and ways of working.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. 

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 Bridgewater 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 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 11

Salary Range:  $1,587.24 - $2,867.11 Bi-Weekly

Employment 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  .