Network Support Analyst - Service Desk

Metrolinx

About The Position

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.

Requirements

Knowledge of computer science field with particular emphasis on network technology, normally attained through completion of three-year community college program.
Qualified for Microsoft Certified Professional (MCP) in Windows Server AD or SMS; A+ or N+ certification.
Information Technology Information Library (ITIL) Foundations Certified, Certified Help Desk Professional preferred or equivalent combination of education and experience.
Be able to obtain job-related certifications as required.
Minimum three years experience, and strong skills, in testing, configuration, implementation, and support of desktop technologies, PCs, peripherals, and software in a network environment.
Minimum three years experience in supporting desktop technologies associated with SPOC service desk, demonstrating excellent listening skills, empathy, patience and initiative using their resourcefulness, thorough research, and problem solving skills.
First-rate working knowledge of workstation configuration, and support of desktop PCs, peripherals and application software in a network environment.
Advanced knowledge of Microsoft Office Suite, Windows NT/XP operating systems, and Adobe applications.
Service Desk applications such as Magic Solutions experience preferred.
Excellent organizational, interpersonal and customer service skills.
Good oral and written communications skills.
Maintains thorough knowledge of the technologies and issues encountered in desktop installation and use.

Responsibilities

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.