Technical Specialist (Computer Services Officer 3)

ABOUT THE DEPARTMENT OF CYBER SECURITY AND DIGITAL SOLUTIONS (CSDS)

At the Department of Cyber Security and Digital Solutions (CSDS), we prioritize people and are dedicated to driving digital transformation that meets modern expectations. Our mission is to support government departments and partners in their digital transformation journeys, ensuring that digital services are user-centered, efficient, and impactful for all Nova Scotians.

We don't just implement digital solutions; we navigate the complexities of digital transformation by modernizing outdated systems and ways of working. Our role is to make a real difference by ensuring that our digital services are accessible and user-friendly.

At CSDS, we celebrate 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 we reflect the communities we serve. We are committed to creating an environment where diverse perspectives and experiences are valued, and where all talent can thrive. By embracing these values, we deliver better, more accessible, and inclusive public services.

We are Hiring for:

Field Services Multidisciplinary Technical Specialist - Evening Shift - 9 positions multiple locations (Halifax Regional Municipality, Amherst, New Glasgow, Truro, Bridgewater, Yarmouth)

These technical specialists will be responsible for providing advanced support in our 24/7 environment for critical services, ensuring consistent availability and security of digital systems and infrastructure. Collaborating with the Field Services Team Leads, they will coordinate operational activities, address tasks and lead projects that can be completed more efficiently after hours, and complete tasks that require more time and focus. They will provide technical expertise and escalation support for clients and peers, monitor ticketing queues, and take action to address backlog and open tickets while also providing mentorship and guidance to team members.

Device Management Technical Specialist - 1 position

You will be responsible for providing advanced support in our 24/7 environment for critical services, ensuring consistent availability and security of digital systems and infrastructure. Responsibilities include researching, reporting and making recommendations for the technical direction and device management of systems as well as assisting in planning and implementing of new systems and upgrades. You will configure and optimize device systems and services, ensuring compliance with Government standards and policies, while providing input to strategies for, and ensuring the integrity of, device management systems as well as oversight of associated hardware and software. The technical specialist will provide input into future technologies as it pertains to services and technology as well as management of devices while proposing innovative solutions to meet the business needs of clients. Responsibilities also include monitoring ticketing queues and taking action to address backlog and open tickets.

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 specialist, 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 evening shifts and/or 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.

You have a proven track record of using due diligence and data-driven approaches to solve problems, demonstrate objectivity and professionalism, bring a positive and can-do attitude, take ownership of activities, and communicate progress and outcomes proactively and effectively.

The Technical Specialist Role

As a Technical Specialist with CSDS, 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 CSDS 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 CSDS project teams, leading and coordinating projects within the work unit.

• Represent CSDS 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.

What Will You Be Doing

As a Technical Specialist, you will be responsible to:

• Lead teams supporting daily administration, monitoring, and maintenance of digital solutions and infrastructure.

• Oversee deployment and maintenance of digital solutions, exceeding client expectations.

• Provide specialized technical services for clients.

• Offer Tier 3 support and problem resolution to team members and clients.

• Maintain hardware, software, and resolve incidents.

• Support ITIL Service Support processes for consistent service levels.

• Deliver exceptional client service within established standards.

• Lead project teams and provide subject matter expertise on broader projects.

• Understand client priorities and their impact when digital services are not functioning.

• Maintain digital systems and infrastructure, ensuring consistent connectivity and accessibility.

• Provide remote and onsite Tier 3 support for hardware, software, and printers.

• Advise the business and service leadership teams on key decisions, including the adoption of new technologies through the evaluation/assessment of new technologies, mapping those to the business requirements and making recommendations on implementation approaches and training requirements.

• Work on tickets (incidents, service requests, change requests, problems, etc.)

• Implement corrective actions to ensure timely resolution of the technical issues.

Your Responsibilities will also include:

• Take ownership of operational aspects, including but not limited to investigating issues, analyzing evidence, documenting recommendations with rationale, mapping processes, creating procedures and standards, coordinating efforts, and communicating thoroughly and efficiently.

• Consistently deliver on accountabilities, and support clients, peers, management and leadership.

• Coach and lead teammates and peers on new technologies and processes.

• Help create a culture of humility, learning, collaboration, ownership and results.

• Show continuous learning and knowledge update by completing or renewing agreed technical certification(s) every year as part of performance metrics.

• Participate in on-call rotation - Device Management position only.

Qualifications & 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.

• Valid driver's license and consistent access to a reliable vehicle.

• 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.

Your experience should include:

• Decision making responsibilities for development and ongoing management of high-quality digital support services.

• Leading continual service improvement initiatives by leveraging internet-era practices and collaborating with multidisciplinary teams to achieve business/policy outcomes.

• Establishing KPIs, monitoring results and trends, and using them to drive continual service improvement.

We recognize that everyone brings unique skills and experiences to the table and not everyone "checks all the boxes". We encourage you to apply and tell us why you're the right fit for the job.

Other Considerations

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 a reliable vehicle 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)

Benefits & Perks

At the CSDS with the Government of Nova Scotia, we are committed to providing a fulfilling work environment with numerous benefits and opportunities:

• Work-Life Balance: Maintain a healthy work-life balance with a 35-hour work week.

• Secure Your Future: Take advantage of our defined benefits pension plan for a stable retirement.

• Generous Time Off: Enjoy vacation, all national/civic holidays.

• Flexible Work Arrangements: Accommodate your needs with various options for flexibility, such as hybrid schedules.

• Employee and Family Support: Access our Employee and Family Assistance Programs for resources and guidance.

• Support in Times of Need: Access to our EAP.

• Cross-Sector Collaboration: Experience the power of collaboration as you engage with various government departments. Unlock a world of knowledge, expertise, and connections, contributing to the betterment of our province.

• Growth & Development: Open doors to professional growth within the department and beyond. Explore diverse career paths in specialized areas such as digital service design, cybersecurity, enterprise risk, digital platform services, and mission IT.

• Lifelong Learning: Continuously expand your knowledge and skills through training and development programs.

• Professional Advancement: Immerse yourself in the government landscape and discover endless opportunities for learning, advancement, and making a meaningful impact.

Join the Department of Cyber Security & Digital Solutions and experience the benefits of a fulfilling career, supported by comprehensive perks, career development opportunities, and a diverse range of paths to explore within our department and across the government.