Network Support Analyst - End User Computing

Metrolinx

About The Position

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.

Responsibilities

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.
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.