Technical Analyst

**Department**:CYBER SECURITY AND DIGITAL SOLUTIONS

**Location**:KENTVILLE

**Type of Employment**: Temporary

**Union Status**: NSGEU - NSPG

**Closing Date**:07-Aug-23 (Applications are accepted until 11:59 PM Atlantic Time)

**About Us**:
The Nova Scotia Digital Service of the Department of Cyber Security and Digital Solutions* (CSDS) is a leader in client focused service delivery. This branch is responsible for all NS Government departments, agencies, boards and commissions’ technology services and support as well as supporting the NS Health Authority and IWK.

The scale and scope of what Nova Scotia Digital Service does may surprise you. The rapid pace of change makes it a business imperative for us to be smart and open-minded in the way we think about technology. The Province’s technology and business teams become more intertwined as new opportunities present themselves.
- _Formerly known as the Nova Scotia Digital Service (NSDS) group, a part of the previously named Department of Service Nova Scotia and Internal Services._

**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 strong attention to detail;
- Continued knowledge of new and emerging technologies;
- Knowledge of desktop hardware, software, printers, Windows desktop OS (7 and above), and Microsoft technologies such as Microsoft Office Suite or Office 365, Outlook, Skype For Business;
- Experience working with support tools such as remote PC management, antivirus, and incident management tools to resolve customer requests in a timely fashion;
- Strong understanding of Windows Group Policy administration and knowledge of the Microsoft Tools Suite (Active Directory Services, DNS, DHCP, SCCM, Intune);
- Demonstrate prioritization skills, sound judgment, excellent communication (verbal and written) and interpersonal skills;
- The ability to work well in a dynamic team environment where innovative thinking and excellent client service are part of the culture;
- Must have access to reliable transportation while providing on-call support; and,
- May perform other related duties as assigned.

A Foundations certificate in Information Technology Infrastructure Library (ITIL) would be an asset.

**Equivalency**:
**Other Considerations**:
This posting will be used to fill one permanent position.

Adhere to the NS Gov Vaccine Mandate of being fully vaccinated prior to the start date

Work location is Kentville, NS.

This competition may be used within 4 months to fill similar positions in other