Provides first-line IT support for fleet maintenance operations, including hardware and software troubleshooting, user account lifecycle management, Microsoft 365 administration, endpoint and mobile device management, IIS support, asset tracking, procurement assistance, documentation, and performance reporting. The role supports desktops, laptops, printers, iPhones, Zebra tablets, and enterprise systems while coordinating with vendors, stakeholders, and cross-functional teams.
The IT Support Specialist will be responsible for maintaining and supporting the IT infrastructure of Metrolinx’s Legacy Fleet Maintenance operations. Reporting to the IT Infrastructure Manager, this role includes installing and configuring hardware and software, managing user accounts, and resolving technical issues as they arise. The specialist will act as the first point of contact for all IT support needs, helping through phone, Teams, email, and in person. They will work closely with the management team, customers, suppliers, and other stakeholders, while also overseeing device management (including iPhones and Zebra tablets), Microsoft 365 services, Entra ID, Intune, and NinjaOne.
Responsibilities- Ensure full compliance with all Health, Safety, and Environmental (HSE) policies and procedures.
- Serve as the first point of contact for all IT-related issues via phone, Microsoft Teams, email, in person, and through the organization’s IT ticketing system.
- Log, track, and escalate support requests as needed to ensure timely resolution and proper documentation.
- Provide hands-on technical support for desktops, laptops, printers, peripherals, and end-user equipment.
- Set up, manage, and support employee mobile devices, including iPhones and Zebra tablets, using SOTI MDM.
- Manage the complete user onboarding and offboarding process, including account provisioning, deactivation, access configuration, and device setup via Entra ID (Azure AD).
- Administer and support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) and perform license management.
- Deploy, manage, and monitor endpoints using Microsoft Intune and NinjaOne.
- Support and troubleshoot IIS server environments used for internal applications.
- Monitor system health and resolve or escalate hardware, software, and network issues as required.
- Maintain device security, ensure compliance with policies, and track IT inventory.
- Assist with procurement of IT assets and maintain detailed and accurate asset documentation.
- Generate and report IT performance metrics to operations and senior leadership.
- Collaborate effectively with unionized personnel, vendors, and cross-functional teams.lines
- 5–10 years of proven experience in IT support or a related technical role.
- Strong hands-on knowledge of:
- Microsoft Intune and NinjaOne for endpoint deployment and monitoring.
- Microsoft 365 and Entra ID (Azure AD) for user and license management.
- Windows OS, Office applications, and basic network troubleshooting.
- SOTI MDM for managing mobile devices.
- iPhone and Zebra tablet configuration and support.
- Ticketing systems (e.g., Freshservice, NinjaOne) for tracking and managing support requests.
- Experience with user account lifecycle management and maintaining IT documentation.
- Proficiency in PowerShell scripting to automate workflows, perform bulk operations, and manage Microsoft 365/Intune environments.
- Diploma or degree in Information Technology, Computer Science, or a related field.
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