Invest Nova Scotia is Nova Scotia's business development agency that works to promote economic growth and community economic development in the province by enabling business, innovation, sustainability, and entrepreneurship. We are Nova Scotians supporting businesses small and large; new and new to our province.

Job Opportunity: IT Service Desk Technician

Reporting to the Manager, IT & Digital Solutions, the IT Service Desk Technician is the first point of contact for Invest Nova Scotia employees across the Province. Providing the highest degree of customer service, this role is responsible to track and respond to tickets for incidents and requests through a ticket tracking system, determine root causes, and plan resolutions to resolve or escalate tickets to meet Invest Nova Scotia service level commitment targets.

The IT Service Desk Technician troubleshoots end user issues on various software applications, hardware, network, and telecommunications systems and provides basic desktop support along with asset management, deployment of hardware, and onboarding training. With a solid understanding of Invest Nova Scotia's technology devices, platforms, and security standards, the IT Service Desk Technician effectively offers solutions and advice to employees.

Responsibilities

In this role, the successful candidate will:

• Act as first point of contact for IT service requests and incidents, providing first-line investigation and diagnosis for team.
• Efficiently and accurately maintain our IT Service Desk ticket system logging all relevant incident/service requests and resolutions.
• Accurately maintain the asset management system along with annual surplus and inventory reporting according to government standards.
• Maintain service portfolio and knowledge-base catalogues.
• Exhibiting strong analytical skills, resolve incidents/service requests to meet commitment standards.
• Escalate (functional and hieratic) incidents/service requests that are not resolved within agreed upon timeframes through prioritization and deductive reasoning.
• Provide quality training for new users during onboarding to meet security and governance requirements prior to access being granted to Invest Nova Scotia networks and devices.
• Plan and deliver ITDS support for physical equipment moves.
• Assist users with audio visual equipment setup and troubleshoot printer and copier issues to identify/resolve/escalate incidents as required.
• Participate in maintaining and monitoring the health, security and stability of all systems, networks, and hardware to ensure continuous delivery of services.
• Following user access protocols, deploy devices and peripherals to users and update asset and end point management systems.
• Be available to participate in maintenance and disaster recovery efforts as required outside of business hours.
• Provide remote support to regional offices across the province and periodically travel to provide onsite support.
• Other project and job duties in response to operational needs, technology innovation, and change.
• As required, act as a back-up for other ITDS staff in the delivery of IT services.

Qualifications

To be considered as a potential candidate, you possess a post-secondary diploma in an information technology discipline and at least three (3) years' experience working in a corporate service desk environment. You have acquired specialized knowledge or a professional certification in Microsoft Office 365, macOS, iOS and Windows environments. An ITIL Foundation certificate is considered an asset. You have a working knowledge of the following Platform/Network configurations - Microsoft, SharePoint, Teams, Windows and macOS, iOS, Azure, Active Directory, Salesforce, and Jamf. You communicate well by email, over the phone, and in person to understand and document incidents and requests. With strong customer service skills, you can calmly help people with technical issues and present complex ideas clearly and use common, non-technical language when necessary.

You are recognized as a team player and self starter with effective interpersonal skills to coordinate and follow-up on ticket progress. You exercise patience and professionalism during stressful situations and can handle a constantly changing flow of traffic. You possess excellent analytical and problem-solving skills with the ability to follow instructions, troubleshoot complex integrations, and provide creative workarounds that fall within the range of acceptable service support processes. You have a high degree of accuracy and attention to detail, and actively listen to understand business requirements and exercise sound judgement in recommending solutions.

Work With Us

Invest Nova Scotia's professional team is as innovative and energetic as the clients we serve. If you have what it takes to join our team, we would like to hear from you. To learn more about us, please visit our website at www.investnovascotia.ca

Resumes and cover letters will be used to screen applicants for this role. Please ensure that you clearly articulate in your cover letter how your skills and attributes will serve to apply to the requirements of this position.

Classification: This is a bargaining unit position with a NSBI 3 rate of pay range of $42,396.90 - $51,967.88 based on the March 31, 2021, collective agreement. Preference will be given to qualified Invest Nova Scotia NSGEU bargaining unit candidates.

Closing Date: Thursday, May 11, 2023

Competition #: 24-INS-004

Please send your resume and cover letter merged as a PDF document via e-mail to careers@investnovascotia.ca. The competition number must be included in the subject line.

We thank all applicants for their interest; however, only those selected for an interview will be contacted. Pre-employment screening will be conducted for final candidates, and results will be considered in the hiring process.

Invest Nova Scotia is committed to embracing diversity and fostering a workplace that is reflective of the multicultural and global community in which we operate. We welcome applications from Aboriginal people, African Nova Scotians, and other racially visible persons, persons with disabilities and persons who identify in the LGBTQ+ community. If you are a member of one of the groups who reflect the diversity of Canadian society, you are encouraged to self-identify on either your cover letter or resume.