Technical Analyst

**Salary**:$1,579.34- $2,852.85 Bi-Weekly / $41,062.84 - $74,174.10 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**:Multiple Locations (Antigonish, New Glasgow and Truro)**

**Department**: Cyber Security and Digital Solutions

**Union Status**: NSGEU-NSPG

**About the Department of Cyber Security & Digital Solutions (CSDS)**:
The Department of Cyber Security and Digital Solutions (CSDS) puts people first. We’re dedicated to driving digital transformation by helping government work in line with modern expectations.

Our large, diverse, and passionate team believes in user-centered, iterative, digital service design and embraces internet-era ways of working. At CSDS, you’ll be part of a team that makes a real difference by designing, continuously improving, and delivering the programs and services people need, while working alongside caring, compassionate, and highly skilled professionals.

**At CSDS, we don’t just accept difference - we celebrate a culture of 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 CSDS reflects the communities we serve. This enables us to deliver better, more accessible, and inclusive public services. We’re committed to creating an environment where diverse perspectives and experiences are valued and where diverse talent can thrive.

**About Our Opportunity**:
As a Technical Analyst with Mission IT, CSDS, 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 be a member of the support team located at a regional hospital facility in either Truro, New Glasgow, or Antigonish. Your primary focus will be on frontline onsite technical support services for our Nova Scotia Health clients in hospital facilities throughout the Colchester, Pictou, or Antigonish County. 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 onsite Tier 1 and Tier 2 support including but not limited to connectivity issues, desktop hardware, virtual device issues, software, mobile devices, and printers.
- Ensure successful deployment of computing 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-workers.

**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 (or the equivalent combination of training and experience).

You will also have the following skills or experience:

- Capacity to manage various tasks while maintaining task deadlines under pressure with a strong attention to detail.
- A strong working knowledge of desktop hardware, software, printers, Windows desktop OS, and Microsoft 365 technologies such as Outlook and Teams.
- Maintain your knowledge of new and emerging technologies.
- Experience working with support tools such as remote PC ma