Systems Administrator/Operations Support Specialist - Junior

Assignment: RQ00164 - Systems Administrator/Operations Support Specialist - Junior

Requisition: RQ00164

Job Title: Systems Administrator/Operations Support Specialist - Junior

Client: Metrolinx

Start Date: 2025-09-29

End Date: 2025-12-29

Department: Operations

Office Location: 277 Front St West, Toronto

Business Days: 66.00

Location: 2 days onsite/3 days remote

Public Sector Experience: No

Must Haves:

• 1 3 years of experience Providing first-level technical support via phone, email, chat, and ticketing system.
• 1 3 years of experience Diagnosing and resolving hardware, software, and network issues.
• 1 3 years of experience Logging, tracking, and managing incidents and service requests using ITSM tools.
• 1 3 years of experience Escalating unresolved issues to appropriate support teams.

Description

• The IT Support Analyst is the first point of contact for all IT-related issues and requests. This role is responsible for providing technical support to end-users, resolving incidents, and ensuring timely and effective communication. The analyst will work closely with other IT teams to escalate and resolve complex issues, contributing to a high level of customer satisfaction and operational efficiency.

Key Responsibilities:

• Provide first-level technical support via phone, email, chat, and ticketing system.
• Diagnose and resolve hardware, software, and network issues.
• Log, track, and manage incidents and service requests using ITSM tools.
• Escalate unresolved issues to appropriate support teams.
• Assist with onboarding/offboarding tasks including account setup and equipment provisioning.
• Maintain documentation of procedures, known issues, and solutions.
• Monitor system alerts and respond to outages or performance issues.
• Support remote users with VPN, virtual desktops, and mobile device management.
• Participate in continuous improvement initiatives and contribute to knowledge base articles.
• Qualifications:
• Diploma or degree in Information Technology, Computer Science, or related field.
• 1 3 years of experience in a technical support or help desk role.
• Strong knowledge of Windows OS, Microsoft 365, Active Directory, and basic networking.
• Experience with ITSM platform - ServiceNow
• Excellent communication and customer service skills.
• Ability to prioritize tasks and work under pressure in a fast-paced environment.
• ITIL Foundation certification is an asset.