Technical Specialist - Field Services (Computer Service Officer 3)

 

 

Competition # : 46192 

Department: Cyber Security & Digital Solutions

Location: AMHERST

Type of Employment: Permanent

Union Status: NSGEU - NSPG 

Closing Date: ​11-Jun-25 ​ (Applications are accepted until 11:59 PM Atlantic Time)

About Us

Welcome to the Department of Cyber Security and Digital Solutions (CSDS), the guiding force behind digital transformation within the Government of Nova Scotia. At CSDS, we support government departments and partners in their digital transformation journeys. We don't just implement digital solutions; we navigate the complexities of digital transformation, modernizing outdated systems and ways of working. Our role is to ensure that digital services are user-centered, efficient, and make a real difference to Nova Scotians.

Our team is diverse and passionate, championing innovation and embracing the richness of multiple perspectives. We're not just an IT department; we're a community dedicated to enabling digital transformation and bolstering cybersecurity across the province.

Join us at CSDS as we shape the future of digital services in Nova Scotia, and make a real difference to Nova Scotians.

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 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.

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.

Primary Accountabilities

Supervisor Responsibilities – Approximately 20% of Workload:

As a supervisor, you will coordinate and delegate tasks within the local Field Services support team to ensure effective support for clients and systems in health facilities within this region. You will create and foster an inspiring team environment with an open communication culture, motivating team members and leading by example. Your role will involve delegating tasks, setting deadlines, overseeing day-to-day operations, assigning staff tasks, and performing follow-ups on work assigned. Additionally, you will develop, maintain, and adjust the on-call rotation schedule in accordance with vacation plans, monitor team performance, and report on metrics. You will also reallocate staff site locations when shortages arise due to vacations or sick time, identify training needs, provide coaching, listen to team member feedback, resolve any issues or conflicts, and implement policies from CSDS Management.

Additional Responsibilities:

You will be accountable for servicing incident support and service request tickets that appear in our ITIL-based service management software (Assyst). Representing this region on all projects and initiatives containing a CSDS component, including those with a provincial scope, you will liaise with local NSH Management to ensure services are provided effectively. You will act as the subject matter expert on project teams and coordinate small projects within your own work unit. Your role will include providing specialized technical installation services for clients, offering Tier 2 advice to Technical Analysts, clients, and other Field Services support personnel. You will lead projects within your work unit that have financial and operational risk to ensure efficient and effective implementation of the project and related support activities. Collaborating with other CSDS teams, you will maintain and monitor systems to guarantee consistent connec