ITS Support Analyst

Opportunity Reference #
North Bay
Posting Date
Closing Date
Time Sensitive


POSITION:                 ITS Support Analyst 

REPORTS TO:             Supervisor, Service Desk

DEPARTMENT:          Information Technology Services (ITS)

LOCATION:                North Bay

REFERENCE:            800-120-23


Ontario Northland Transportation Commission (ONTC) is an Agency of the Province of Ontario that provides efficient and vital transportation services.  We employ over 750 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.


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.


  • 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 a relationship with ITS vendor 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 as assigned by the Supervisor, Service Desk or Manager ITS


  • 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



The successful candidate will need to successfully complete the following clearances:    

  • Criminal record check
  • Employment references
  • Education verification


CLOSING DATE:  November 28, 2022 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 to:


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

Pour des renseignements en français composez le 1.800.363.7512 poste 494.