Its Support Analyst Jobs

POSITION: ITS Support Analyst (Replacement)

REPORTS TO: Supervisor Service Desk

DEPARTMENT: Information Technology Services (ITS)

LOCATION: North Bay

REFERENCE: 800-53-24

WHO WE ARE:

Ontario Northland Transportation Commission (ONTC) is an Agency of the Province of Ontario that provides efficient and vital transportation services. We employ over 900 skilled professionals and are over 120 years old and proud of our heritage and connection to the communities we serve. We are focused on moving forward with the goal of being a valued leader in transportation. We offer competitive salary, excellent benefits, a defined benefit pension plan, paid vacation, 3 paid personal leave days along with discounted transportation on our bus and passenger rail services.

ACCOUNTABILITY STATEMENT:

The ITS Support Analyst is accountable for providing operations support to ONTC employees and its customers. This may also include assisting with the operation and maintenance of the ONTC technology infrastructure.

MAJOR DUTIES/ RESPONSIBILITIES:

• Take ownership of requests and incidents to ensure end-to-end support processes are followed
• Deploy workstations, printers, scanners, mobile phones and accessories to staff and customers throughout all of our geographical locations from Toronto to Moosonee
• Provide technical support to employees and customers
• Support major business systems such as e-mail, file servers, intranet sites and active directory.
• Work as part of the ONTC Service Desk to answer live calls, respond to emails, and work with employees in person to ensure courteous, timely, and effective resolution to end user issues
• Provide first contact call resolution for requests and incidents where possible within scope of Service Desk responsibilities
• Enforce IT Security Policy
• Any other tasks as assigned by the Supervisor Service Desk or Manager ITS
• Manage end-user accounts, permissions, access rights, storage allocations in accordance with ITS policies and procedures
• Expected to carry on a relationship with ITS vendor and service providers for ongoing support or troubleshooting of services
• Responsible for incident investigation, diagnosis, resolution and closure

REQUIREMENTS:

• 3+ years of experience in Information technology field or equivalent
• Proficiency with IBM iSeries an asset
• Strong customer service skills
• Able to communicate effectively with non-technical staff and with members of interdisciplinary teams
• Detail-oriented with the ability to probe and ask questions to clarify understanding
• Able to work overtime when required
• Excellent knowledge and experience in a Microsoft environment
• ITIL or similar (Six Sigma, Lean, 15020000, COBIT, etc.) certifications are an asset
• Ability to work both independently and in a team oriented, collaborative environment
• MCP or equivalent certification
• Able to concurrently handle and coordinate multiple items/tasks at various stages of their lifecycle, including the ability to multi-task and adjust to multiple and changing demands and priorities in a high pressure environment
• Working knowledge of various Microsoft products (SharePoint, Project Server, SQL, Exchange, SCCM, WSUS)
• Excellent oral and written communication skills
• College or university graduate in a technology or business field or equivalent
• Proficiency in Linux an asset
• Proven analytical and problem solving abilities

BACKGROUND INVESTIGATION: The successful candidate will need to pass the following clearances: criminal record check, employment references and education verification.

CLOSING DATE: June 11, 2023 no later than 11:59 p.m. We thank all applicants for their interest; however, only those selected for an interview will be contacted. Qualified individuals are invited to apply in writing with a current covering letter and resume (provided in one document), stating reference name and number.

Ontario Northland is an equal opportunity employer. Accommodation is available for applicants with disabilities throughout the recruitment process. Please contact Human Resources.

Job postings are also available in English. Visit our careers website or call 1-800-363-7512, ext. 494 for more information.

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