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.

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.

Term length: 6 months What will I be doing? 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.

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?

• KNOWLEDGE GAINED BY FORMAL EDUCATION AND PREVIOUS TRAINING (Consider only what level and type of education is required to do the job today as well as any accreditation and/or certification required for the job) 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.
• KNOWLEDGE GAINED BY EXPERIENCE (Consider the experience actually required to perform the job. Also consider continuing education requirements such as refresher courses, seminars, etc.) 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
• JUDGEMENTS MADE (Identify guidelines used such as legislation, government policies, corporate policies and procedures, precedents, professional or technical practices, etc.)
• Reference and guidance are provided by accepted IT methodologies, documentation, Information Technology Service Level Agreements (SLA), Operating Level Agreements (OLA) and corporate policies and procedures.
• Judgement is made in clarifying and selecting the most appropriate, timely and cost-effective response to reported problems; when researching and testing workstation and software configurations; when interpreting users’ requirements and providing the most effective technical response; when recommending IT procedures and preparing documentation; when communicating with external providers; when responding to users who may be frustrated and upset; when establishing priorities between competing tasks.
• CONTRIBUTION TO POLICY (Describe input to policy making process and/or long term corporate/department planning, how it occurs, and at what level)
• Recommends improvements to service desk, computer builds and deployment procedures. Reference and guidance are provided by accepted IT methodologies, documentation, corporate policies and procedures.
• PROGRAM/DECISION IMPACT AND SCOPE (Identify those individuals/organizations directly affected by programs/decisions, the consequences of errors in judgement and the level and frequency of access to confidential material
• Errors while configuring, testing computers and software, poor problem resolution, could result in damage to workstation, ineffective delivery, significant interruption of productivity for business users and possible network impacts. Inconsistent reporting of inventory data results could result in loss of control of corporate assets and licence information. Poor communications or interactions with customers could lead to loss of confidence in IT.
• Confidentiality: Position has access to corporate data where disclosure or misuse could have financial and/or legal consequences or cause embarrassment to the organisation.
• INTERNAL/EXTERNAL CONTACTS (Consider the level, frequency and impact of the incumbent’s contacts)
• Internal Regular contact with all offices and levels of management within GO Transit to provide support of PC desktop, software and peripherals.
• External Frequent contact with external consultants, suppliers and vendors for regular procurement of software, hardware and when placing service calls for warranties.
• WORKING CONDITIONS AND LEVEL OF EFFORT (Consider the job environment, degree of physical stress, and the intensity of mental concentration required)
• Normal office environment. Prolonged periods at a computer terminal. Required to lift and carry heavy computer equipment and peripherals.

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 hr.recruitment@metrolinx.com.

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.