Technical Analyst

**Competition**: #42745

**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**: Yarmouth

**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 centre of digital innovation and enablement within the Nova Scotia Public Service. With a team of over 700 dedicated professionals (and growing), we are at the forefront of designing and delivering digital solutions that enable government to deliver what people expect in the internet era and touch the lives of hundreds of thousands of Nova Scotians every day.

**Our Mission**: To enable our partners through digital solutions in order to create accessible, user-centered services that improve the quality of life for Nova Scotians. We are leaders in human-centered service design and embrace modern internet-era practices to keep our work cutting-edge and impactful.

**Our Reach**: Serving an expansive range of departments, from Health to Justice, Education and so much more, CSDS is a pivotal force in the government's digital landscape. Our contributions are vital to the seamless operation and innovation across all sectors, making us one of the largest technology employers east of Montreal, supporting over 11,000 clients.

**Our Culture**: At CSDS, diversity, inclusion, and belonging are not just ideals; they are the principles that guide our work because we understand the value it brings. We believe in reflecting the diverse community we serve, fostering an environment where every team member can thrive. Our approach to digital service is iterative, open-minded, and always puts people first, ensuring that we deliver services that are not only effective but truly meet the needs of Nova Scotians.

At CSDS, you become a pivotal part of a team dedicated to transforming how digital government services are delivered. Our vision is clear: to create intuitive, inclusive, and user-centered digital solutions that meet the needs of every Nova Scotian. Your work here directly influences the digital landscape of Nova Scotia, presenting endless opportunities to grow, innovate, and make a significant impact.

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 stron