Technical Analyst

6 months ago

Halifax, Canada Province of Nova Scotia Full time

**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**: Halifax

**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. Formerly known as the Nova Scotia Digital Service (NSDS) within the Department of Service Nova Scotia and Internal Services (SNSIS), we have evolved into a standalone department with a focused mission.

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 We don't just implement digital solutions; we navigate the complexities of digital transformation, modernizing outdated systems and ways of working.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

**Your Impact as a Technical Analyst**:
You are not just passionate about IT; you're passionate about IT support. Your focus is on resolving complex technical issues at the service desk and providing hands-on field services support. You're adaptable, thriving in fast-paced environments and committed to delivering exceptional customer service around the clock. Your ultimate goal is to ensure mínimal downtime and maximize operational efficiency.

As a Technical Support Analyst focusing on service desk and field services, you will be the first point of contact for IT-related issues, supporting the crucial work of Nova Scotia’s healthcare system.

**Key Responsibilities**:
**Service Management**:

- Support core Information Technology Infrastructure Library (ITIL) Service Support processes to ensure a consistent level of service.

**Client Interaction**:

- Demonstrate exceptional client service skills, providing timely and efficient support within established standards.
- Keep users well-informed of necessary steps to resolve issues while maintaining a professional and positive attitude in all interactions.

**Technical Problem Resolution**:

- Collaborate with all technical support teams to quickly resolve client issues and requests.
- Develop a deep understanding of your clients' priorities and the impact on them and the public when digital services are not functioning.

**Project Participation**:

- Participate in projects, pilots, and initiatives as a team member, completing tasks assigned by managers or supervisors to ensure efficient and effective implementation.

**Hardware and Software Support**:

- 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.

**Documentation and Knowledge Sharing**:

- Document hardware/software problems, system crashes, actions, and solutions.
- Follow established procedures to record knowledge articles and share knowledge with colleagues.

**You Bring**:
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 365technologies such as Outlook and Teams.
- Maintain your knowledge of new and emerging technologies.
- Experience working with support tools such as remote PC management tools, endpoint protection, 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, Azure AAD, DNS, DHCP, Microsoft Endpoint Manager, 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 excellence in client service are part of the culture.
- Be willing to work non-traditional shifts to support a 24/7 environment.
- Be open to perform other related duties as assigned.

**Assets**:

- Foundations certificate in I

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