Network Support Analyst End User Computing

• 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 customers 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 research 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 licenses and support contracts.
• Initiates purchase requisitions for software licenses 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 Tos.
• 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.

KNOWLEDGE GAINED BY FORMAL EDUCATION AND PREVIOUS TRAINING

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 preferredor equivalent combination of education and able to obtain job-related certifications as required.

KNOWLEDGE GAINED BY EXPERIENCE

Minimum three years experience and strong skills in testing configuration implementation and support of desktop technologies PCs peripherals and software in a network 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 -rate working knowledge of workstation configuration and support of desktop PCs peripherals and application software in a network environment. Advanced knowledge of Microsoft OfficeSuite 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

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

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

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 license 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 organization.

INTERNAL/EXTERNAL 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

Normal office environment. Prolonged periods at a computer terminal. Required to lift and carry heavy computer equipment and peripherals.