Enterprise Technology Analyst

The Enterprise Technology Analyst is responsible for the delivery of comprehensive IT support and services to ensure the optimal performance of the organization’s end-user computing environment. The analyst participates within a cross functional team to implement new projects, provide technical services, and create solutions to achieve the goals of the business. The Enterprise Technology Analyst is required to be bilingual in English and French. The projected salary range for this position is between 65-85k.

Key Responsibilities

• Primary: Provide remote assistance to employees at all CFP locations including home-based of ices and while traveling.
• Secondary: Provide in-person support at all local facilities.
• Problem Solving: Diagnose and troubleshoot PC hardware, peripherals and software issues including but not limited to operating systems (Windows 10/11, iOS, macOS), Of ice 365, Microsoft Teams, Microsoft OneDrive, business applications, mobile devices, and basic network connectivity.
• Ticket Management: Log all support requests into the Enterprise Support Desk ticketing system, ensuring detailed descriptions, accurate categorization, and timely updates until resolution.
• Escalation: Escalate unresolved issues to other IT support teams as required while providing clear and concise details about the problem. Collaborate with other teams (e.g., network engineers, system administrators) when needed.
• Documentation: Create and maintain documentation within the knowledge base for common issues and solutions to facilitate knowledge sharing within the IT team and the employee community.
• Software/Hardware Installation: Assist with the installation and configuration of software, drivers, and basic hardware components. Ensure that the systems are up to date with necessary patches and updates.
• Asset Management: Track and manage IT equipment inventory, ensuring proper distribution, setup, and retrieval of hardware.
• Security: Follow CFP’s IT Security policies and promote security via employee education.
• Training and Continuous Improvement: Participate in ongoing training to stay current with technological developments and company policies. Take an active part in supporting Kaizen activities. Provide general training for software applications and standard procedures.

Tier 2 Support Duties

• Develop, and recommend IT solutions using standard technologies, and best practices.
• Routinely visit Columbia locations to address site specific issues, action projects, and build local relationships.
• Collaborate with users and IT team members to help ensure the performance, security, and connectivity of the end user computing environment.
• Identify issues and initiate timely support for Columbia’s computing environment.
• Provide business computing hardware support through the installation, investigation, troubleshooting, and resolution of issues on equipment such as desktops, laptops, servers, networking, and accessories.
• Provide work center support through the installation, upgrading, and troubleshooting of Windows 10/11, Mac, Of ice 365, and business applications.
• Provide cloud services support through the configuration, and troubleshooting of Office 365 products such as OneDrive, Teams, and SharePoint for the business.
• Investigate, troubleshoot, and resolve issues with VOIP systems, and mobile devices.
• Secure CFP assets through the timely patching of systems, and employee education.
• Administer user accounts, and security roles in Active Directory.
• Partner with application owners to perform backup and recovery of business applications and data.
• Maintain hardware and software inventories at Columbia sites.
• Participate in new projects as they are identified across disciplines such as cloud, enterprise computing, and infrastructure.
• Work within a cross functional team to collaborate on projects and provide escalated support as required.
• Work with vendor support contacts to identify and resolve issues.

Experience

• 3-5 years relevant field experience.

Technical Skills

• Proficient with Microsoft Office software applications (e.g., Word, PowerPoint, Excel, Outlook, Microsoft Teams).
• Proven problem-solving skills.
• Excellent troubleshooting skills as they relate to IT systems, and equipment.
• Demonstrated knowledge of supporting end user computing software including Windows
• Operating System, Office 365, and Azure.
• Demonstrated knowledge of supporting a wide variety of computer equipment, including PC, Mac, printers, and mobile devices.
• Demonstrated knowledge of supporting Windows 11, and current Windows Server versions.
• Working knowledge of telecommunications, networking fund