171134 - (2) Service Centre Analysts - Department of Finance - Temporary

The Department of Finance is committed to Equity, Diversity, Inclusion and Accessibility. Our goal is to build a public sector workforce that reflects the diverse communities we serve and to promote welcoming, diverse, inclusive, respectful workplaces that are accessible to all. We welcome all interested individuals including Indigenous People, persons with disabilities, Black, racialized, ethnic and culturally diverse groups, as well as people regardless of their sexual orientation, gender identities, and gender expressions. Those looking for more information are invited to visit our Equity, Diversity, and Inclusion Policy.

Our Vision: Forward-looking people, service, and technology.

Our Mission: Our Team proudly delivers quality IT expertise and advice with our partners to make citizen and business-centric service possible.

These positions provide first level support for computer system problems by diagnosing, prioritizing, and tracking problems to successful resolution. These positions provide front line Help Desk support to all government users including schools, hospital, and office environments. This is a 7/24/365 operation. Shift work will be required.

Duties will include but are not limited to:

• Provide hardware, software, network, and application help desk support;
• Receive telephone, e-mail, and written client assistance requests;
• Use on-line Consolidated Help Desk system to record and track problem details and resolutions;
• Connect remotely to workstations to create user profiles/accounts or to unlock user accounts;
• Identify, diagnose, and resolving computer problems and cellular devices with a wide variety of hardware, software, and corporate applications;
• Advise individuals who are IT/site technical contacts or are working in various technology-related positions on troubleshooting techniques;
• Assess client problems and assigning to appropriate technical staff or group with accompanying diagnostic information;
• Elicit additional information for diagnosis and research beyond initial contact level;
• Use available software tools to remotely install or make changes to client's computer and cellular devices for applications, printers, and other network-based functions;
• Escalate, track, and provide follow-up on unresolved problems with technical staff or service contractors;
• Ensure users receive information on systems updates, errors, and features (new viruses, system outages);
• Document and place service calls with third-party service providers for defective hardware;
• Monitor progress on problem resolution and advising users on status;
• Perform network-related tasks and software application tasks;
• Perform tasks related to maintaining and updating the Help Desk software as required;
• Train clients in learning how to use information technology;
• Other duties as required.

Minimum Qualifications:

• Applicants must have a university degree or college diploma with major course work in Computer Technology or a discipline related to the position and experience in the IT industry;
• Demonstrated equivalencies will be considered.
• Must have knowledge of the installation, configuration, and basic and advanced functions of current government standard software versions such as Microsoft Office suite, Microsoft Office 365, etc.;
• Must also have the ability to listen and respond to others' concerns and to think analytically while problem solving, and be able to work as part of a cooperative team environment;
• Must have the ability to build working relationships to achieve goals; to document details of problems, solutions, and installation procedures clearly and concisely; and be able to communicate effectively both orally and in writing; and to effectively manage time and stress pressures;
• Must have a good previous attendance and work record.

Other Qualifications:

• Time management and project planning skills are considered assets;
• Technical certifications in A+ and CNA or MCP/MCT/MSCA will be considered an asset;
• Experience with telecommunications (i.e. cellular device support) will be considered an asset;
• The ability to communicate in French will be considered an asset;
• Additional relevant education and experience will be considered an asset.

This competition may be used to fill future vacancies.

Please Note: Please ensure the application clearly demonstrates how you meet the noted qualifications as applicants will be screened based on the information provided. We would like to thank all applicants for their interest; however, only those who are selected for an interview will be contacted.

Where possible, submitting an electronic resume or job application is preferred. Otherwise, please return forms to PEI Public Service Commission, P.O. Box 2000, Charlottetown, Prince Edward Island, C1A 7N8. Applications may be sent by fax to

IT IS THE RESPONSIBILITY OF THE APPLICANT TO CONFIRM RECEIPT OF THE APPLICATION, BY TELEPHONE OR IN PERSON PRIOR TO THE CLOSING DATE.

Please ensure that the appropriate Posting ID number is stated on all application forms. You can apply online or obtain an application form by visiting our web site at Forms may also be obtained by contacting any PEI Government office, ACCESS PEI Centre, Regional Services Centre, or by telephone

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