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Technical Analyst I
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Technical Analyst I
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Technical Analyst I
1 week ago
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Technical Analyst
5 months ago
**Department**:Service Nova Scotia and Internal Services
**Location**:HALIFAX
**Type of Employment**: Permanent
**Union Status**: NSGEU - NSPG
**Closing Date**:3/29/2023 (Applications are accepted until 11:59 PM Atlantic Time)
**About Us**:
The Nova Scotia Digital Service (NSDS), a division of Service Nova Scotia and Internal Services (SNS-IS) is a team within government, and we are putting people first. We are called a “digital” service for a reason - because we are helping government work the way that people expect things to work these days.
Our team is large, diverse, and passionate about making a difference in peoples’ lives. We believe in user-centered iterative digital service design, and practice internet-era ways of working. Working at the NSDS means you will be a part of a team whose work makes a difference through designing, continuously improving and delivering the programs and services people need, alongside caring, compassionate, highly skilled people.
**_At the NSDS, we don't just accept difference - we celebrate a supportive culture of diversity, inclusion and belonging_**
The people who use government programs and services come from all walks of life. It is important that the NSDS reflects the people that we serve - so we can deliver better, and more accessible, and inclusive public services. We work hard to create an environment where different perspectives and experiences are valued. We are committed to helping diverse talent thrive.
**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.
**What We Offer**:
- Career Development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career.
- Engaging workplace. Our Employees feel valued, respected, connected, and tuned in. We have forward-thinking policies and strategies.
- Countless Career Paths.
- Department Specific Flexible working schedules.
**About Our Opportunity**:
As a Technical Analyst with Mission IT, NSDS, you will provide support in a 24/7 operational environment for critical digital services supporting government and health care. You will support government departments, agencies, boards, commissions and offices, as well as Nova Scotia Health and the IWK. You will participate in projects and initiatives that improve the lives of the citizens of Nova Scotia - you will make a difference
You will be the first point of contact for clients and represent the front face of the organization. You will be required to work with clients with varying levels of digital literacy in determining the root cause of their problem and initiating a resolution plan. You must have the ability to use common, non-technical, business language to explain technical solutions.
Other Responsibilities of a Technical Analyst:
- Play a key role in supporting the core Information Technology Infrastructure Library (ITIL) Service Support processes to ensure consistent level of services.
- Exhibit exceptional 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 a depth of understanding around the importance of your client’s priorities and the impact it has on the client and the public when digital services are not working.
- Collaborate across all technical support teams to quickly resolve a client’s technical problem or request.
- Participate in projects, pilots and initiatives as part of a project team and complete tasks as assigned by the manager or supervisor to ensure an efficient and effective implementation.
- Provide remote and onsite Tier 1 and Tier 2 support including but not limited to connectivity issues, desktop hardware, virtual device issues, software, mobile devices, and printers.
- Deploy desktop hardware, printers, and peripherals.
- Ensure availability of systems within the device management landscape, including systems such as SCCM or JAMF or Intune, Azure Virtual Desktop, VMWare Horizon, or Beyond Trust Remote Support.
- Record and document hardware/software problems, system crashes, actions and solutions.
- Follow established procedures to record knowledge articles and share knowledge with co-
