IT Support Administrator

**Position Purpose**:
The IT Support Administrator performs the GATX Shop PC and IT related software & hardware processes required to meet the organization’s technology needs. This includes the maintenance and implementation of PC and IT related hardware to support the technical architecture.

The position carries out day-to-day operations to ensure that all service-related issues (e.g. malfunctioning hardware and software, user support/questions) are logged and resolved. Performs project work related to the installation and maintenance of GATX Shop network desktop-computing environment (i.e. PC’s, printers, tablets, phones, network hardware)

The position will be based at the GATX Rail Maintenance Facility in Montreal, QC and will be travelling to our other Canadian repair facilities (4 additional).

**Key Activities**:

- Install, maintain, and troubleshoot PC hardware and software.
- Provide technical support to clients and serve as vendor coordinator to resolve hardware and software related issues for all computing devices. This includes maintaining accurate hardware and software inventories. This would also include support for large capital projects requiring IT infrastructure.
- Provide day-to-day IT support for GATX Shops locations.
- Assist in the resolution of the more complex issues that arise from GATX Shop employees.
- Respond to client requests for service and determine nature and extent of support needed. Intake, diagnose, prioritize, and, where appropriate, resolve issues. If an issue requires additional expertise, involve more senior team members or other IT team members.
- Understand the functions of the various IT groups so that the appropriate resources needed for problem resolution can be quickly identified and deployed.
- Maintain the appropriate level of communication with the client and other IT staff involved in the resolution of the issue. Monitor open desktop and telephone support issues to closure
- Perform the functions necessary to establish and maintain effective work environments, including shop computers, network devices, printers, faxes, and telephones for clients.

**Interaction**:
Primary contacts will be IT Managers, shop managers, external service providers and clients. The IT Support Administrator must maintain a strong working knowledge of all GATX Shop assigned hardware and operating systems. This position maintains and supports GATX’s Shop PC and IT installed hardware environment and must ensure trouble free access for those machines. This individual will need to implement and perform practices ensuring well-organized maintenance, installation and upgrade processes that result in mínimal disruption to the business.

**Education and/or Experience Required (including certifications)**:

- Bachelor’s degree or equivalent work experience required.
- Experience in PC and related IT equipment installation, procurement and maintenance environment required.
- Minimum of three (3) years’ experience with PC hardware and software, technical problem isolation and resolution preferred.
- Working experience with Cisco networking devices preferred.
- Ability to build quick and effective work rapport with others and strong teambuilding skills.
- Demonstrate a strong sense of urgency, results orientation, customer focus, effective communication skills, and a win-win approach to problem resolution.
- Ability to work independently and with mínimal supervision.
- Prefer demonstrated propensity for strong customer focus / advocacy, communication skills, analytical abilities.
- Knowledge of the French language a plus

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**Key Competencies (non-technical behavioral skills, i.e. presentation, negotiation, customer service skills), in priority order. Select from “key competencies for job descriptions” list**:

- Foster a respectful and inclusive work environment
- Customer Focus
- Analytical Skills
- Communication
- Results Orientation / Follow-up
- Building Trust
- Developing Others

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**Other (i.e., physical requirements, travel, etc. that is not covered above)**:

- Requires demonstrated PC and IT related hardware support and repair experience. Requires physical effort generally involving standing, stooping, crawling, bending, lifting, etc. May lift and move IT related equipment weighing up to 50 lbs. periodically. Must follow GATX safety protocols at all times.
- The position will involve approximately 50% of their time traveling to other GATX shop locations in Canada to set up PC and IT related hardware support equipment.
- The position loads/unloads inventory into storeroom and maintains physical inventory.

**NOTE**: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

**GATX embraces diversity, and we are proud to be an Equal Opportunity Employer. All qualifie