Computer Services Officer 3, Technical Specialist - Kentville, Canada - Province of Nova Scotia

Province of Nova Scotia

Verified Company

Kentville, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Department:
Service Nova Scotia and Internal Services

Location:

KENTVILLE

Type of Employment:
Permanent

Union Status:
NSGEU - NSPG

Closing Date:3/7/2023 (Applications are accepted until 11:59 PM Atlantic Time)

About Us:

The Nova Scotia Digital Service (NSDS) of the Department of Service Nova Scotia and Internal Services is a leader in client focused service delivery.

This branch is responsible for all NS Government departments, agencies, boards and commissions' technology services and support as well as supporting Nova Scotia Health and the IWK.

The scale and scope of what Nova Scotia Digital Service does may surprise you.

The rapid pace of change makes it a business imperative for us to be smart and open-minded in the way we think about technology.

The province's technology and business teams become more intertwined as new opportunities present themselves.

Our users come from all walks of life and so do we.

We are committed to inclusion and belonging, and our team is large, diverse, and passionate about making a difference to citizens' lives.

We believe in user-centered iterative digital service design, and practice internet-era ways of working.

We focus on:

Delivering excellent services, built around the needs of users
Providing public servants with the digital services and tools they need to enable collaboration, add value, and be effective
Supporting and enabling the Nova Scotia public service to use new approaches to deliver better government in the internet era.

About Our Opportunity:

As the Technical Specialist, you will report to and be supported by the Manager of Client Services supporting Health.

You will lead and coordinate the work of a local team that is responsible for supporting clients and the devices and systems that they use and their related infrastructure, as well as providing technical guidance at a Tier 2 level.
You will also be required to perform frontline technical support services for our Nova Scotia Health clients in hospital facilities through onsite incident support and service request tickets.
You will ensure effective and efficient availability, deployment and maintenance of IT assets for the Province of Nova Scotia government departments, boards, agencies, commissions, and offices as well as Nova Scotia Health and the Sir Izaak Walton Killam Health Center (IWK) in a manner that meets or exceeds the established customer service standards.
This position plays a key role in supporting the core Information Technology Infrastructure Library (ITIL) Service Support processes to ensure a consistent level of service to clients.
The position will also develop procedures and processes as well as ensure the staff within the End User Compute team are familiar with new technologies, processes and procedures.
The Technical Specialist is expected develop highly effective relationships with management, peers, clients, and operational staff characterized by mutual trust and respect.

Primary Accountabilities:

Local point of contact for clients and meeting with client departments regarding their service needs and requirements.
Incident support and service request tickets that appear in our ITIL based service management software (Assyst).
Representing the Local Team on projects and initiatives containing an NSDS component, including those with a Provincial scope.
Liaising with local Nova Scotia Health (NSH) Management to ensure that services are being provided effectively.
Maintaining and monitoring systems to guarantee consistent connectivity and accessibility.
Coordinating and delegating tasks within the local Client Services support team to enable effective support of the clients and systems in Health facilities within the region.
Providing tier2 technical expertise to the local Client Services support team, escalating technical issues to other teams, and navigating the organization to find solutions to complex issues.
Working with other NSDS teams to maintain and monitor systems to guarantee consistent connectivity and accessibility.
Maintaining systems according to clients' needs using specialized skills and tools and provide specialized technical installation services to clients for hardware, networks, or other IT equipment.
Creating and fostering an inspiring team environment that is conducive to a motivated and engaged team with an open communication culture.
Managing the team schedule and adjust staff assignments as needed as well as developing, maintaining, and adjusting the oncall rotation schedule in accordance with vacation plans.
Overseeing device stock levels and forecasts
Coordinating local ICT activities in support of healthcare construction and renovation project

Primary Responsibilities Cont'd: