Network Support Analyst - Service Desk

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto's subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario. At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team. This position will involve working a standard shift pattern of 8:00am to 5:00pm, Monday to Friday at Metrolinx's downtown office locations 20 Bay St, 277 Front St, and 97 Front St. Term: 6 months What will I be doing? IT Service Desk function, providing end user customers as the single point of contact (SPOC) to communicate, manage and resolve Information Technology incidents (break/fix) and service requests. Configuring, testing, distributing, maintaining and troubleshooting desktop/laptop equipment, smartphones, printers, software and peripherals via SCCM. Delivering quality support resolutions directly, via telephone, email, in person, chat, or remote connect. Ensuring process consistency and commitment to customer service excellence for problem resolution. Creating technical documentation and publishing to our knowledge base for end user and internal consumption. Ensuring all asset and inventory records for laptops, desktops, printers and other end user devices are updated accurately in our Service Management tool. Responsible for supporting Office moves of IT end user equipment and peripherals across all our locations. What Skills and Qualifications Do I Need? Knowledge of the computer science field with particular emphasis on network technology normally attained through completion of a three-year community college program. Qualified for Microsoft Certified Professional (MCP), A+, Information Technology Infrastructure Library (ITIL) Foundations Certified, Certified Help Desk Professional preferred or equivalent combination of education and experience Demonstrated experience and strong skills in: Providing excellent customer service and demonstrating exceptional organizational, interpersonal, oral and written communication skills. Testing, configuration, implementation, and support of desktop & meeting/conference room technologies, PCs, smartphones, peripherals and software, telephony (turrets) in a network environment. Supporting desktop technologies associated with SPOC service desk, demonstrating excellent listening, empathy, patience and initiative using their resourcefulness, strong research skills, and problem-solving skills. Workstation configuration and support of desktop PCs, Windows 10/11 operating system, Microsoft Office Suite & Office 365; and applications; Experience with Service Desk applications such as Service Now is preferred. Technologies and issues encountered in desktop installation and use. Experience troubleshooting VOIP devices such as Cisco, Polycom, Turret, Crestron is an asset. Knowledge in the ITIL Incident, Problem, Request, Asset and Change Management Process is considered an asset. Knowledge of Mobile Device Management technologies (AirWatch, Microsoft Intune) is an asset.

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto's subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.