Desktop Support Analyst

3 weeks ago

Nanaimo, Canada Western Forest Products Inc. Full time

We are currently recruiting for an experienced **Desktop Support Analyst** based in Nanaimo for a **6-month contract,** with possibility of extension.

**THE OPPORTUNITY**

**Work Environment**: This position is to be performed in person at our Nanaimo office. **This is a 6-month contract role.**

**RESPONSIBILITIES**
- Receives requests and incidents escalated from tier 1/scheduled work
- Works to resolve technology issues that require deeper knowledge
- Identifies trends in incidents to support problem management
- Create updates and resolves tickets
- Escalation to vendors under existing support contracts, tracking and documenting vendor compliance to existing SLO’s
- Escalation to tier 3 ITBP’s and infrastructure team when applicable while providing details of troubleshooting steps already taken
- Perform scheduled and documented configuration changes or deployments
- Knowledge sharing including documentation creation for Tier 1 employees and cross-training peers.
- Receive and document knowledge/solutions from Tier 3.
- Author, edit, and QA knowledgebase articles.
- Process creation and review
- Able to work on projects and delivery
- Build solutions for users, Tier 1-2
- Onsite support
- Service request fulfillment
- HW support (replacement, build)
- Asset, Change & Problem management
- Other duties as assigned
- Service request fulfillment
- HW support (replacement, build)
- Asset, Change & Problem management
- Other duties as assigned

**QUALIFICATIONS**

**Education and Experience**
- Minimum 1-2 years of working experience as a Desktop Support Analyst; and,
- Experience with CompTIA A+/Network+ or MCP (Microsoft Certified Professional) certification is preferred.

**Skills, Knowledge and Required Competencies**
- Help maintain internal IT documentation and employee self-help wiki;
- High degree of professionalism, courtesy, and friendliness;
- Strong understanding of the Microsoft network environment;
- Good written and oral communication skills and proven analytical problem-solving abilities;
- Able to work in a team-oriented, collaborative environment with strong customer-service; and,

**YOUR CAREER**

At Western Forest Products, we believe our most significant asset is our people. Investing in our people brings value and success to our business, ensuring a safe, engaged, productive and continuously improving workplace. We offer challenging opportunities working alongside the best in the industry to meet your career and professional development goals while providing competitive total rewards and recognition.

We provide a variety of **on-the-job training** and **continuing education** in many areas at Western to ensure you have the skills you need to succeed. Our **promote-from-within** culture recognizes high performance and we offer diverse career paths across the organization for those with the talent and will to advance.

Our total rewards offering including **competitive pay, performance bonus, pension plan, benefits** and other programs designed to support our employees.

**WESTERN OVERVIEW**

Western Forest Products is a leading forest products company that sustainably manages forests and manufactures high-quality wood products. Headquartered in Vancouver, British Columbia with operations in the coastal region of BC and Washington State, Western meets the needs of customers worldwide with a specialty wood products focus and diverse product offering.

Our commitment to health and safety, environmental stewardship and community engagement is core to how we do business at Western Forest Products.

Our approach to responsible business practices in all aspects of our business is multi-faceted. We adhere to and employ the most stringent environmental practices in the world. The steps we take to ensure the forests in which we operate are renewed and remain healthy and viable for future generations are mirrored in the care we take to make certain our communities continue to grow and prosper. This includes investing in communities where we operate and continuing to forge mutually beneficial relationships with First Nations in respect of their local and cultural interests.

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