Technical Specialist

7 months ago

New Glasgow, Canada Province of Nova Scotia Full time

**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**: New Glasgow

**Department**: Cyber Security and Digital Solutions

**Union Status**: NSGEU-NSPG

**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. 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 We don't just implement digital solutions; we navigate the complexities of digital transformation, modernizing outdated systems and ways of working.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_**

**Who We're Looking For**:
You are passionate about people's service experience and are committed to resolving complex technical problems and requests using various channels, such as over the phone, in person, and through our ticketing system. As a technical specialist, you excel in providing advanced support in a 24/7 environment for critical services while collaborating with diverse teams. You demonstrate adaptability and a readiness to work night shifts and on-call rotations.

You have a proven track record of using due diligence and data-driven approaches to solve problems, demonstrate objectivity and professionalism, bring a positive and can-do attitude, take ownership of activities, and communicate progress and outcomes proactively and effectively.

**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 task 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 CSDS 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 region 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.
- Provide specialized technical installation of services for clients.
- Providing Tier 2 advice to Technical Analysts, clients and other Field Services support personnel.
- Lead projects within their own work unit which have financial and operational risk to ensure the efficient and effective implementation of the project and related support activities.
- Work with other CSDS teams to maintain and monitor systems to guarantee consistent connectivity and accessibility.
- Maintain 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.
- Provide technical advice to Technical Analysts to assist in the more complex operational activities.
- Provide support after hours on a standby rotation schedule and perform maintenance after hours as required.

**Qualifications and 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 skil

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