NetOps Support Desk Representative

Canadian National Railway Company•Homewood, IL

5d•$70,000 - $92,000•Hybrid

About The Position

The NetOps Support Desk Representative is responsible for providing technical assistance and support related to CN's Positive Train Control Systems which includes locomotive, signals, communications, and back office computer systems hardware and software. The incumbent responds to queries, runs diagnostic programs, isolates problems, determines and assists internal customers. The position also takes part in CN’s fuel initiatives, and investigates and documents failures and other issues.

Requirements

Between 3 to 5 years of transferable experience in a technical help desk environment or 3 to 5 years railroad experience.
Experience working with HP Service Manager (HPSM) or other industry leading service management platform
Previous experience with problem analysis, problem solving and troubleshooting
Experience in CN Operations and familiarity with PTC
2 years of Information and Technology (IT) service management experience
High School Diploma or General Education Diploma (GED)
Must be at least 18 years of age
Valid driver’s licence
Bachelor’s Degree in Engineering, computer sciences
Ability to provide written and verbal instructions including technical writing skills required for internal and external documentation
Ability to communicate on a technical level with Engineers, customers, and team members
Ability to read and interpret technical documents
Working knowledge of fundamental operations of relevant software, hardware and other equipment
General Microsoft computer skills
Knowledge of the railroad industry

Nice To Haves

Any experience for these above would be considered as an asset
Any designation for these above would be considered as an asset
Any knowledge for any of the above would be considered as an asset

Responsibilities

Follow standard help desk procedures in order to respond and resolve issues reported to PTC Help Desk including opening, documenting, and closing tickets based on communications with appropriate stakeholders
Diagnose and resolve technical hardware and software issues
Research questions using available resources
Administer help desk software
Stay current with system information, changes and updates
Proactively monitor trains to detect issues
Run reports as required
Follow up with train crews and management on ongoing fuel initiatives