Client Services and Technical Specialist

Cyber Security & Digital Solutions
Permanent
At CSDS we prioritize people both within our team and in the communities we serve. Our mission is to redefine how Nova Scotians engage with government by creating accessible reliable digital solutions centered around user needs.
In todays tech-driven world CSDS empowers government departments with essential digital solutions to meet Nova Scotians expectations. As a trusted partner across government we enable departments to fulfill their mandates with secure user-friendly services. From healthcare and education to public safety we collaborate to transform how services are designed and delivered.
Our agile data-driven approach ensures that digital services are both efficient and adaptable to Nova Scotias evolving needs.
From providing vital tech support to healthcare professionals to strengthening cybersecurity and developing scalable digital platforms youll play a key role in building a more inclusive responsive government for Nova Scotians.
Together were setting new standards for digital public service delivering resilient solutions that meet todays needsand anticipate tomorrows challenges.
As a Technical Analyst with Mission IT CSDS you will provide support in a 24/7 operational environment for critical digital services supporting government and health care. You will support government departments agencies boards commissions and offices as well as Nova Scotia Health and the IWK. You will be a member of the support team located at the Cumberland Regional Health Care Centre in Amherst with a primary focus on frontline onsite technical support services for our Nova Scotia Health clients in hospital facilities throughout Cumberland County. You will participate in projects and initiatives that improve the lives of the citizens of Nova Scotia you will make a difference!
You will be required to work with clients with varying levels of digital literacy in determining the root cause of their problem and initiating a resolution plan. You must have the ability to use common non-technical business language to explain technical solutions.
Other Responsibilities of a Technical Analyst:

Play a key role in supporting the core Information Technology Infrastructure Library (ITIL) Service Support processes to ensure consistent level of services.
Exhibit exceptional client service skills and provide a timely and efficient service within established standards.
Gain a depth of understanding around the importance of your clients priorities and the impact it has on the client and the public when digital services are not working.
Collaborate across all technical support teams to quickly resolve a clients technical problem or request.
Participate in projects pilots and initiatives as part of a project team and complete tasks as assigned by the manager or supervisor to ensure an efficient and effective implementation.
Provide onsite Tier 1 and Tier 2 support including but not limited to connectivity issues desktop hardware virtual device issues software mobile devices and printers.
Ensure successful deployment of computing hardware printers and peripherals.
Ensure availability of systems within the device management landscape including systems such as SCCM or JAMF or Intune Azure Virtual Desktop VMWare Horizon or Beyond Trust Remote Support.
Administer user account access to resources such as network access shared folders e-mail distribution groups network printers and multi-function devices.
Record and document hardware/software problems system crashes actions and solutions.
To be successful in this role you will possess a bachelors degree in computer science; or have graduated from a recognized Information Technology program (or the equivalent combination of training and experience).
A strong working knowledge of desktop hardware software printers Windows desktop OS and Microsoft 365 technologies such as Outlook and Teams.
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)
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 nontraditional shifts to support a 24/7 environment and
A Foundations certificate in Information Technology Infrastructure Library (ITIL) would be an asset.
Due to the nature of this position you will be required to work on-site and work locations may be anywhere in government buildings health care facilities or hospitals. You may be required to participate in the scheduled on-call rotation for frontline support (onsite) after standard business hours and on weekends. You may be required to work shiftwork which includes night shifts weekends and holidays.
You will be required to provide proof of a clean criminal records check as part of your terms of employment.
An immunization form needs to be completed confirming immunity to the following or that bloodwork or vaccinations are scheduled or in progress:
Measles Mumps Rubella (vaccination date)
Tetanus Diphtheria Pertussis (vaccination date)
Varicella (vaccination date or bloodwork to confirm antibodies that would be present if the person had chicken pox)
Based on the employment status and union agreement the Government of Nova Scotia offers its employees a wide range of benefits such as a Defined Benefit Pension Plan Health Dental Life Insurance General illness Short and Long Term Disability Vacation and Employee and Family Assistance Programs. Career Development where you have access to career guidance tools resources and ongoing training for every stage of your career.
We have forward-thinking policies and strategies.
Department Specific Flexible working schedules.

Employment Equity Statement:
Our goal is to be a diverse workforce that is representative at all job levels of the citizens we serve. The Government of Nova Scotia has an Employment Equity Policy and we welcome applications from Indigenous People African Nova Scotians and Other Racially Visible Persons Persons with Disabilities and Womenin occupations or positions where they are under-represented. If you are a member of one of these equity groups you are encouraged to self-identify on your electronic application.

This is a bargaining unit position initially restricted to current civil service employees represented by the Nova Scotia Government Employees Union (NSGEU). If applying from outside a government office employees must apply correctly via this link:

Failure to apply correctly means that your application will not be given first consideration as a bargaining unit applicant and will only be included if external applications are pursued.

External applicants and current casual employees will only be considered if there are no qualified civil service bargaining unit NOTE: Candidates will not be considered for an interview if applications are incomplete or are missing information.