Technical Specialist Job at Province of Nova Scotia
Province of Nova Scotia Halifax, NS
Job Info.
Competition: 39171
Salary: $68,656.90 - $83,603.00 Annually (PR 14)
Type: Full-Time Permanent (35 hours a week)
Benefits: Paid Holidays, Vacation, Sick/Family Leave, Health, Dental, and Defined Benefits Pension
Location: Multiple Locations (see below)
Department: SNSIS – Nova Scotia Digital Service
Union/Classification: NSGEU – NSPG /
Computer Services Officer 3
Apply By: June 4, 2023
The Hiring Pool Process
In accordance with the collective agreement, we have established a Hiring Pool to streamline our hiring process and efficiently fill multiple positions in the coming months. Please note that these opportunities are province-wide, as we will be using the Hiring Pool to backfill new vacancies across the entire province.
Our Hiring Pool initially prioritizes a number of permanent positions that need to be filled on a priority basis. However, it may also be used to fill additional vacancies such as term, temporary or casual positions. Opportunities may arise in any region across the province, including, but not limited to, the following locations:
- Central (Halifax Regional Municipality & West Hants)
- Western (Yarmouth, Digby, Annapolis, Kings, Lunenburg, Queens)
- Eastern (Antigonish, Guysborough, Cape Breton Island)
- Northern (Colchester, Cumberland, Pictou, East Hants).
About the Nova Scotia Digital Service
The Nova Scotia Digital Service (NSDS), a division of Service Nova Scotia and Internal Services (SNS-IS), is a government team that puts people first. We're dedicated to driving digital transformation by helping government work in line with modern expectations.
Our large, diverse, and passionate team believes in user-centered, iterative, digital service design and embraces internet-era ways of working. At NSDS, you'll be part of a team that makes a real difference by designing, continuously improving, and delivering the programs and services people need, while working alongside caring, compassionate, and highly-skilled professionals.
At NSDS, we don't just accept differences - we celebrate a culture of diversity, inclusion, and belonging!
We recognize that the people who use government programs and services come from all walks of life, and it's essential that NSDS reflects the communities we serve. This enables us to deliver better, more accessible, and inclusive public services. We're committed to creating an environment where diverse perspectives and experiences are valued and where diverse talent can thrive.
Who We’re Looking For
You are passionate about people's service experience and are committed to resolving complex technical problems and requests using various channels, such as over the phone, in person, and through our ticketing system. As a technical expert, you excel in providing advanced support in a 24/7 environment for critical services while collaborating with diverse teams. You demonstrate adaptability and a readiness to work night shifts and on-call rotations.
Sharing our values of respect, integrity, diversity, accountability, and the public good, you have a passion for service excellence and actively promote and encourage the importance of people, teams, diversity, and culture. You can mentor others, lead projects, and apply your technical expertise to a wide range of challenges.
Benefits & Perks
At the NSDS with the Government of Nova Scotia, we are committed to providing a fulfilling work environment with numerous benefits and opportunities:
Work-Life Balance: Enjoy excellent work-life balance with a 35-hour work week.
Flexible Work Arrangements: We offer flexible work options to accommodate your needs.
Modified Work Weeks: Benefit from customized work week arrangements.
Comprehensive Insurance: Gain access to health, dental, and life insurance coverage.
Pension Plan: Secure your future with our defined benefits pension plan.
Disability Support: Receive short- and long-term disability assistance when needed.
Generous Time Off: Take advantage of all national/civic holidays, 18 sick days, and family leave provisions.
Employee and Family Support: Utilize our Employee and Family Assistance Programs for additional support.
Mentorship Opportunities: Grow professionally through our mentorship programs.
Career Development: Access a variety of training and development opportunities to further your career.
Diverse Career Paths: Explore numerous career paths and opportunities across the government.
Job Security: Benefit from excellent job security and a strong collective bargaining agreement.
The Technical Specialist Role
As a Technical Specialist with Mission IT at NSDS, you will provide advanced support in a 24/7 operational environment for critical digital services supporting government and healthcare. You will collaborate with government departments, agencies, boards, commissions, and offices, as well as Nova Scotia Health and the IWK. Participating in projects and initiatives that improve the lives of the citizens of Nova Scotia, you will make a significant impact!
In this role, you will address more complex issues that cannot be resolved at Tier 1, serving as a subject matter expert and providing technical guidance to your peers. You will also be responsible for planning and leading maintenance and upgrade activities, ensuring the availability and security of digital solutions and their underlying infrastructure. Building effective, collaborative, high-impact relationships with clients, peers, colleagues, and management, you will be characterized by mutual trust and respect.
Additional Technical Specialist Responsibilities
- Play a key role in supporting the core Information Technology Infrastructure Library (ITIL) Service Support processes to ensure a consistent level of service.
- Exhibit exceptional client service skills, providing timely and efficient service within established standards.
- Act as a liaison between NSDS and client departments regarding their service needs and requirements.
- Ensure the client is well-informed of the necessary steps to resolve their issues, maintaining a professional and positive attitude when interacting with clients and coworkers.
- Gain a depth of understanding of your clients' priorities and the impact it has on them and the public when digital services are not working.
- Act as a subject matter expert on NSDS project teams, leading and coordinating projects within the work unit.
- Represent NSDS as a subject matter expert in projects, pilots, and initiatives driven by other areas of the organization.
- Provide Tier 2 technical expertise, escalating issues to other technical teams and navigating the organization to find solutions to complex issues.
- Maintain digital systems and infrastructure using specialized skills and tools to ensure consistent connectivity and accessibility.
- Provide remote and on-site Tier 2 support, addressing connectivity issues, network, desktop hardware, software, and printers.
- Mentor Junior team members and lead by example, potentially supervising or coordinating work tasks for CSO2 team members.
Qualifications and Skills
Must hold a bachelor's degree in Information Technology or Computer Science with a minimum of three years of experience, or have graduated from a recognized Information Technology or Information Management program with three years and six months of experience (or an equivalent combination of training and experience).
Additionally, you will possess the following skills and experience:
- Experience in leading projects or supervising the daily activities of team members.
- Solid understanding of project management and change management methodologies for coordinating system rollouts and upgrades.
- Proven track record in implementing major system rollouts.
- Exceptional problem-solving and research abilities.
- Proficiency in supporting Microsoft Windows desktop operating systems and Microsoft 365 applications.
- Hands-on experience with support tools such as remote PC management tools, endpoint protection, and incident management tools to efficiently resolve customer requests.
- Comprehensive understanding of Windows Group Policy administration and knowledge of the Microsoft Tools Suite (Active Directory Services, Azure AAD, DNS, DHCP, Microsoft Endpoint Manager, Intune).
- A team player with robust negotiation and facilitation skills.
- Ability to stay well-organized, prioritize, and manage high-level work under tight deadlines while exercising sound judgment under pressure.
- Excellent communication (both verbal and written) and interpersonal skills.
- Capability to effectively interact with and communicate technical concepts in plain language to clients, peers, and leadership teams.
- Capacity to manage multiple tasks while adhering to deadlines under pressure, with strong attention to detail.
- Willingness to travel to client locations for on-site support and possession of reliable transportation.
- Preparedness to work non-traditional shifts in a 24/7 environment.
- Openness to performing other related duties as assigned.
The following experience will be considered an asset:
- Familiarity with the ITIL Service Management framework.
- Experience supporting large environments and knowledge of the Province's IT and Security policies and procedures.
Other Considerations
Please be aware of the following aspects related to this position:
Work Location and Transportation: As the nature of this role may require you to work on-site, your work locations could span across government buildings, healthcare facilities, or hospitals. Consequently, having access to reliable transportation is essential.
On-call and Shift Work: You will need to participate in the scheduled on-call rotation for frontline support (on-site) outside standard business hours, including weekends. Additionally, shift work may involve working night shifts, weekends, and holidays.
Criminal Records Check: As part of your terms of employment, you will be required to provide proof of a clean criminal records check.
Immunization Requirements: An immunization form must be completed, confirming your immunity to the following diseases, or that blood work or vaccinations are scheduled or in progress:
- Measles, Mumps, Rubella (vaccination date)
- Tetanus, Diphtheria, Pertussis (vaccination date)
- Varicella (vaccination date, or blood work to confirm antibodies that would be present if the person had chickenpox)
Pay Grade: PR 14
Salary Range: $2,640.65 - $3,215.50 Bi-Weekly
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 Women in 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 candidates. PLEASE NOTE: Candidates will not be considered for an interview if applications are incomplete or are missing information.
Offer of employment is conditional upon the completion of all applicable background checks and confirmation of credentials, the results of which must be satisfactory to the employer. We thank all applicants for the interest, however, only those selected for an interview will be contacted. All questions and concerns may be directed to Competitions@novascotia.ca.
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