ITS Support Services Representative

POSITION:                  ITS Support Services Representative (Replacement)
REPORTS TO:           Supervisor Service Desk
DEPARTMENT:          Information Technology Services (ITS)
LOCATION:                North Bay
REFERENCE:             800-170-26
SALARY:                    $74,932 - $88,140

WHO WE ARE:
Ontario Northland Transportation Commission (ONTC) is an Agency of the Province of Ontario that provides efficient and vital transportation services. We are a modern, forward-thinking organization focused on providing safe and reliable transportation services. ONTC has a rich history of over 120 years and strong connections to the communities we serve. With over 1100 skilled professionals, we work together to enhance transportation services and ensure that they are sustainable for future generations.  We offer a dynamic workplace culture, along with a competitive salary, excellent benefit package, a defined benefit pension plan, paid vacation, paid personal leave days and discounted transportation on our bus and passenger rail services.

ACCOUNTABILITY STATEMENT:
The ITS Support Services Representative 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:

• 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
• 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
• Manage end-user accounts, permissions, access rights, storage allocations in accordance with ITS policies and procedures
• Responsible for incident investigation, diagnosis, resolution and closure
• Expected to carry on relationships with ITS vendors and service providers for ongoing support or troubleshooting of services
• Support major business systems such as e-mail, file servers, intranet sites and active directory.
• Enforce IT Security Policy
• Any other tasks assigned by the Supervisor Service Desk or Manager ITS

REQUIREMENTS:

• College or university graduate in a technology or business field or equivalent
• 3+ years of experience in Information technology field or equivalent
• MCP or equivalent certification
• ITIL or similar (Six Sigma, Lean, 15020000, COBIT, etc.) certifications are an asset
• Excellent knowledge and experience in a Microsoft environment
• Working knowledge of various Microsoft products (SharePoint, Project Server, SQL, Exchange, SCCM, WSUS)
• Proficiency in Linux an asset
• Proficiency with IBM iSeries an asset
• Strong customer service skills
• Detail-oriented with the ability to probe and ask questions to clarify understanding
• 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
• Able to communicate effectively with non-technical staff and with members of interdisciplinary teams
• Ability to work both independently and in a team oriented, collaborative environment
• Proven analytical and problem-solving abilities
• Excellent oral and written communication skills
• Able to work overtime when required
• Valid Class G Driver’s license

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

CLOSING DATE: December 18, 2025, 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 cover letter and resume (provided in one document), stating reference name and number.  Visit our career website to apply: https://www.ontarionorthland.ca/en/careers

At Ontario Northland, we are committed to employment equity.  We value the unique skills and experience each person brings to Ontario Northland and invite all interested individuals to apply and encourage applications from Indigenous peoples, racialized persons, women, persons with disabilities, and persons who identify as 2SLGBTQIA+.
Ontario Northland will provide accommodation to ensure barrier-free employment in accordance with the Canadian Human Rights Act and the Accessibility for Ontarians with Disabilities Act. You can request accommodation at any stage of the hiring process. If you require accommodation, please contact Human Resources.
Les offres d'emploi sont également disponibles en français. Visitez notre site Web sur les carrières ou appelez le 1-800-363-7512, poste 394 pour plus de renseignements.