IT Service Desk Technician

2 weeks ago

Surrey, Canada Cloverdale Paint Inc Full time

Cloverdale Paint is the largest family owned and operated paint manufacturer and distributor of Architectural, Industrial, Wood Finishes and Marine coatings in North America, with company stores and authorized dealers across Canada and through a subsidiary, Rodda Paint in the Pacific Northwest of the United States.

Cloverdale Paint has had a special relationship with its customers ever since the company was founded in 1933. That relationship was built on a commitment to exceptional quality and superior customer service. From humble beginnings on a farm near Cloverdale, BC, we've grown into one of North America's largest regional paint and coatings manufacturers.

Cloverdale Paint is Proudly Canadian It has been said that no one ever "listened themselves out of a customer." Cloverdale's commitment to creating long-term trusted relationships with customers was company co-founder Hunter Vogel's mission in 1933 and continues to this day. At Cloverdale Paint we’ve committed to be “The Place to Be” for both our customers as well as our employees in our industry.

We have an immediate opening for a Service Desk Technician at our corporate office in Surrey, BC. Reporting to the IT Manager, the Service Desk Technician will provide technical support to Cloverdale users located in the various offices and branches throughout the organization. As Service Desk Technician you will be responsible for supporting the IT department in the delivery of an efficient and cost-effective service, by providing operational service and support for end-users, offices and branches. They will respond to incoming requests for IT support, resolving a variety of network, hardware and software issues with computers, and equipment of different types, including copiers, printers, and scanners. They also perform technical maintenance, software and hardware installations, and updates as required.

**RESPONSIBILITIES**
- Prioritize and resolve service requests and incidents accordingly to the defined processes to meet SLAs
- Perform remote and onsite troubleshooting through diagnostic techniques and pertinent questions relevant to service request
- Work with the appropriate next level of support personnel, vendor or third-party partners
- for any unresolved issues or IT related activities
- Walk users through the problem-solving process and educate them regarding the resolution
- Follow-up and update status and information regarding service requests, incidents, and change tickets
- Determine and provide the best solution based on the issue and details provided by users and personnel
- Provision IT system accounts for new-hires, archive disabled accounts and maintain user accounts inventory
- Setup and deploy workstations, printers, network routers, network switches, barcode scanners and other peripherals relevant to user, branch and office requirements
- Maintain and record events for service requests, incidents, change problems, resolutions, technical contacts and IT infrastructure documentations
- Contribute on creating technical initiatives, training manuals, knowledgebase and FAQ materials for easy-access end-user guidance
- Provide accurate information to Cloverdale users related to IT products or services

**KEY REQUIREMENTS**
- At least three years' experience in an IT service desk or technical end-user support role in a manufacturing environment preferably
- Proven experience as a service desk technician or relevant technical support role utilizing ticketing system following ITIL best practices
- Proven experience supporting Microsoft Windows workstation (desktop and laptop) systems and hardware, both in office and remotely

**QUALIFICATIONS**
- Degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience that demonstrates a firm grasp of IT operations best practices.

**REQUIRED SKILLS**
- Service-oriented, able to adapt in fast paced environment and strong sense of urgency
- Excellent collaboration, communication, and interpersonal skills
- Excellent organizational, attention to details and time management skills
- Exceptional analytical and problem-solving skills
- Good understanding of computer systems, SharePoint, POS systems, label printers, mobile devices, surveillance camera system, firewalls, routers, network switches, bar code scanners and other related technology products
- Support of enterprise resource planning (ERP) and task management software
- Sound knowledge of IT security policies, protocols and best practices
- Ability to troubleshoot and resolve basic to complex technical issues within SLA
- In-depth and current knowledge of computer programs and hardware
- Working knowledge of a variety of infrastructure components: data centers, servers, security, network, storage systems, and phone systems.
- Working knowledge of key business systems: ERP, CRM, cloud infrastructure and SQL databases

**Job Types**: Full-time, Permanent

**Salary**: $46,000.00-$51,000.

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