Network Support Analyst & End User Computing

Metrolinx; Canada; On-site; CAD 60,000 - 80,000; Full time

Job summary

A public transportation agency in Canada is seeking a Network Support Analyst to provide technical assistance and support to end users, focusing on desktop systems and IT services. The role involves troubleshooting hardware and software issues, monitoring incidents for timely resolution, and ensuring quality service delivery. The ideal candidate should possess strong problem-solving skills, relevant educational background, and be committed to a diverse and inclusive workplace. This is a full-time position based in Toronto.

Benefits

Inclusive work environment

Opportunities for professional development

Qualifications

• Experience in providing technical support for desktop and network systems.
• Knowledge of security patches and software updates.
• Ability to manage and resolve IT incidents effectively.

Responsibilities

• Provide technical support for hardware and software issues.
• Support end users in using IT services effectively.
• Monitor and resolve incidents based on service level agreements.

Skills

Technical problem-solving

Customer service

Network administration

Installation and configuration

Education

Post-secondary education in Information Technology or a related field

Tools

Microsoft Systems Management Server (SMS)

Service Desk application software

Job description

Network Support Analyst - End User Computing

Canada

Trending

Job Description

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.

Metrolinx's Innovation and Information Technology group supports female team members via "Go Tech Women" an affinity group for women in Information Technology, led by our Chief Information Officer.

If you enjoy technology and innovation, value diversity, appreciate work/balance and are looking for an opportunity to make a better world via public service, Metrolinx would like to hear from you!

POSITION MISSION

• Under the supervision of the Supervisor, Network Operations & IT User Services to serve as a technical specialist, configuring, testing, distributing, maintaining and troubleshooting desktop equipment, software and peripherals to meet client needs; provide end user customers with a single point of contact (SPOC) to communicate, manage and resolve Information Technology incidents (break/fix and work order requests). Delivering quality support resolutions directly and ensuring process consistency and commitment to customer service excellence for problem resolution.

What will I be doing? POSITION MANDATE

• This position is responsible for:
• Supporting the end user customers of GO Transit, in effectively using Information Technology services.
• Installing, supporting and monitoring of networked or standalone PC desktops, laptops, peripherals devices and associated business applications for use on the corporate network or stand-alone clients.
• Resolving incidents and determining problem severity, classification of incident and assigning to the appropriate support group. Accountable to ensure that escalated support calls are resolved to the end user customer’s satisfaction
• Restoring normal service operation as quickly as possible with minimal disruption to the business, while monitoring all Incidents, including escalated calls and acting as central point of contact that communicates the status of all-major IT incidents that affects the business of the end user customer community.

POSITION ROLES

• Prepares, installs and deploys desktop computers, peripheral devices and associated software providing PC technical support to all GO Transit offices, stations, and bus terminals as required and in accordance with IT standards.
• Using Microsoft Systems Management Server (SMS), installs standard desktop images to all networked computers, updates security patches, tests new software packages and submits proof of concept to Network Administrators for verification process.
• Prepares Request for Change (RFC) forms for system changes, outlining test plan, implementation and backout plans for review by IT Change Advisory Board.
• Assists with research and testing of workstation configurations, new software and compatibility to enable all required applications to function correctly and be readily supported and maintained. Resolves problems associated with installation and use of desktop productivity software and maintains related documentation.
• Conducts special diagnostic procedures on desktop and researches workstation operating system errors, resolving conflicts and minimizing loss of productivity to end user.
• Performs tape backup functions on various systems; reviewing logs, submitting and recalling tapes from off-site storage as required.
• Adds, moves and changes user accounts and password resets in an Active Directory environment. Administers and supports print servers and print queues, as required.
• Tracks, tests and documents software versions and patches, vendor service pacs and updates; ensures software is licensed and inventoried; investigates any issues associated with licences and support contracts.
• Initiates purchase requisitions for software licences and hardware components. Maintains accurate records for Visa card purchases, reconciles monthly budget and submits summary.
• Answers, evaluates and prioritizes incoming problems or requests via telephone, voice mail, e-mail and ad hoc contact from end users for work order requests or problems they are experiencing with hardware, software, interconnectivity, networking and other computer-related technologies
• Responds, assesses, records, and monitors Incident tickets based on Service Level Agreements. Maintains history of service ticket records and related problem documentation using the Service Desk application software. Collecting information regarding incidents using thorough diagnostic procedures including, researching on the internet, interviewing and/or connecting remotely to end users located at all networked sites including administrative offices and GO Stations to determine source of error
• Resolves routine technical support problems including password resets, workstation configurations, application configuration, and problems with peripherals such as printers, palm devices, digital cameras, projector equipment and provides end user coaching, including How To’s.
• Runs pre-specified management reports, such as trend analysis, usage reports on Service Desk activities, hardware/software inventory and performance assessment, using the Service Desk application database reporting tool.
• Updates and maintains Service Desk application Knowledgebase with reference documentation and records problems and known error data, resolutions and workarounds. Workarounds can include identified steps to bypass a known error. These workarounds can be escalated to second level support teams, external service providers, or pre-defined work provided to the Service Desk to bypass a known problem until a permanent solution is implemented.
• Co-ordinates the repair or replacement of GO Transit computer equipment through service calls placed to pre-identified external services, where appropriate.
• Effectively utilizes network management tools to proactively review pre-specified system and network reports, record and report on activities, and report on any issues discovered.

Follows Incident Management Process that includes diagnostic procedures, researching resolutions, processing notification, status updates, and root cause analysis of service disruptions to the business in a timely manner, as per standard operating procedures.

What Skills and Qualifications Do I Need? Accommodation:

We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email [e-mail].

Application Process:

All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.

Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.

Job Info

• Job Identification 115084
• Job Category Information and Technology
• Posting Date 01/29/2026, 09:36 PM
• Apply Before 02/10/2026, 04:59 AM
• Job Schedule Full Time
• Locations 277 Front Street West
• Is this a Contract Position? No