Technical Analyst

4 months ago

Halifax, Canada Province of Nova Scotia Full time

**Department**:Service Nova Scotia and Internal Services

**Location**:HALIFAX

**Type of Employment**: Permanent

**Union Status**: NSGEU - NSPG

**Closing Date**:17-Aug-23 (Applications are accepted until 11:59 PM Atlantic Time)

**About Cyber Security and Digital Solutions**:
Cyber Security and Digital Solutions (CSDS)* 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 CSDS 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 CSDS, 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 CSDS 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.
- _Formerly known as the Nova Scotia Digital Service (NSDS) group, a part of the previous named Department of Service Nova Scotia and Internal Services._

**Who We're Looking For**:
You have a genuine passion for providing outstanding service experiences and take pride in resolving technical issues and requests through various channels, such as over the phone, in person, and via our ticketing system. Thriving in a 24/7 support environment, you enjoy being on the front lines, delivering critical services to a diverse clientele. As a team player, you consistently go above and beyond to ensure an exceptional user experience. Flexible and adaptable, you are prepared to work night shifts and participate in on-call rotations.

Aligned with our core values of respect, integrity, diversity, accountability, and the public good, you embody a commitment to service excellence. You champion the significance of people, teams, diversity, and a positive workplace culture in all that you do.

**The Technical Analyst Role**:
As a Technical Analyst within Mission IT at CSDS, you'll play a crucial role in supporting critical digital services for government and healthcare sectors in a 24/7 operational environment. By assisting government departments, agencies, boards, commissions, offices, Nova Scotia Health, and the IWK, your contributions will have a direct impact on improving the lives of the citizens of Nova Scotia - making a real difference

As the first point of contact for clients, you will represent the organization's front line, working with clients of various digital literacy levels to identify the root cause of their issues and initiate resolution plans. Your ability to effectively communicate technical solutions using clear, non-technical, and business-friendly language is essential.

**Additional Technical Analyst Responsibilities**:

- Support core Information Technology Infrastructure Library (ITIL) Service Support processes to ensure a consistent level of service.
- Demonstrate exceptional client service skills, providing timely and efficient support within established standards.
- Keep clients well-informed of necessary steps to resolve issues while maintaining a professional and positive attitude in all interactions.
- Develop a deep understanding of your clients' priorities and the impact on them and the public when digital services are not functioning.
- Collaborate with all technical support teams to quickly resolve client issues and requests.
- Participate in projects, pilots, and initiatives as a team member, completing tasks assigned by managers or supervisors to ensure efficient and effective implementation.
- Provide remote and onsite Tier 1 and Tier 2 support, addressing connectivity issues, desktop hardware, software, mobile devices, and printers.
- Deploy desktop hardware, printers, and peripherals.
- Document hardware/software problems, system crashes, actions, and solutions.
- Follow established procedures to record knowledge articles and share knowledge with colleagues.

**Qualifications and Experience**:
To excel in this role, you should have a bachelor's degree in Computer Science or a recognized Information Technology program, or an equivalent combination of training and experience. Your skills and experience should include:

- The ability to manage multiple tasks under pressure, while maintaining deadlines and attention to detail.
- Strong working knowledge of desktop hardware, software, printers, Windows desktop OS, and Microsoft365 technologies such as Outlook and

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