Network Support Analyst - Service Desk

Metrolinx; Greater Toronto Area; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company in the Greater Toronto Area seeks a Network Support Analyst for its Service Desk. This role focuses on providing IT support, troubleshooting equipment, and ensuring customer service excellence. Ideal candidates will have strong communication skills and relevant qualifications. Join a diverse team committed to connecting communities across Ontario.

Qualifications

• Knowledge of network technology from a community college program.
• Qualifications like MCP, A+, ITIL Foundations preferred.

Responsibilities

• Providing IT Service Desk support as the single point of contact.
• Configuring and troubleshooting desktop/laptop equipment and software.
• Creating technical documentation for internal use.

Skills

Customer Service

Organizational Skills

Interpersonal Skills

Oral Communication

Written Communication

Education

Three-Year Community College Program

Tools

ServiceNow

Windows 10/11

Microsoft Office

Office 365

AirWatch

Microsoft Intune

Job description

Join to apply for the Network Support Analyst - Service Desk role at Metrolinx

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.

This position involves 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?

• Providing IT Service Desk support, acting as the single point of contact (SPOC) for end user customers to communicate, manage, and resolve IT incidents and service requests.
• Configuring, testing, maintaining, and troubleshooting desktop/laptop equipment, smartphones, printers, software, and peripherals via SCCM.
• Delivering support resolutions through various channels including telephone, email, in person, chat, or remote connection.
• Ensuring process consistency and commitment to customer service excellence for problem resolution.
• Creating and publishing technical documentation to the knowledge base for end user and internal use.
• Maintaining accurate asset and inventory records for laptops, desktops, printers, and other devices in the Service Management tool.
• Supporting office moves involving IT end user equipment and peripherals across all locations.

What Skills and Qualifications Do I Need?

• Knowledge of computer science, particularly network technology, typically obtained through a three-year community college program.
• Qualifications such as MCP, A+, ITIL Foundations, Help Desk Professional, or equivalent experience.
• Strong skills in customer service, organizational, interpersonal, oral, and written communication.
• Experience with desktop and conference room technologies, PCs, smartphones, peripherals, and telephony in a network environment.
• Support experience with desktop technologies, Windows 10/11, Microsoft Office, Office 365, and Service Desk applications like ServiceNow is preferred.
• Knowledge of VOIP devices (Cisco, Polycom, Turret, Crestron) is an asset.
• Understanding of ITIL processes and Mobile Device Management technologies (AirWatch, Microsoft Intune) is beneficial.

Accommodation

We value each individual's unique skills and experiences and are committed to an inclusive environment. For accommodations during the hiring process, contact our Recruitment team at: 416-202-5601 or [e-mail].

Application Process

Applicants must be legally eligible to work in Canada. Communication will be via email, so ensure your contact information is current and checked regularly. A Criminal Record Check may be required. Misleading or inaccurate information may disqualify your application. Only shortlisted candidates will be contacted.

We are an equitable and inclusive employer.