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IT Support Specialist

2 months ago


Burnaby, British Columbia, Canada Refrigerative Supply Limited Full time
Job Title: IT Service Desk Analyst

We are seeking a highly motivated and detail-oriented IT Service Desk Analyst to join our team at Refrigerative Supply Limited. As a key member of our IT team, you will be responsible for providing exceptional technical support to our employees and ensuring the smooth operation of our business applications and systems.

Key Responsibilities:
  • Provide Tier 1 and 2 technical support to our branches, warehouses, and admin offices.
  • Be the first point of contact for incoming support requests, ensuring courteous, timely, and effective resolution of end-user issues.
  • Understand and support the technologies used by our company.
  • Resolve problems and liaise with customers to find ways to continually improve services and processes.
  • Troubleshoot issues and make decisions to assess customer priority and impact.
  • Escalate issues to senior support if required.
  • Use remote tools and diagnostic utilities to aid in troubleshooting.
  • Research solutions through internal and external knowledge bases as needed.
  • Setup, deploy, and troubleshoot PCs, peripherals, and printers, etc.
  • Identify, prioritize, and perform service requests based on demand and defined SLAs.
  • Work with other IT team members to resolve issues and make process improvements.
  • Provide IT business and application support services for projects, special tasks, and requests.
Requirements:
  • Technical diploma or university degree in Computer Science or related field.
  • Microsoft MD100/101, COMPTIA A+, and ITIL certifications desired.
  • 2+ years' experience in an End-User Support Role.
  • 2+ years supporting Windows 7 and 10 Operation Systems.
  • 2+ years supporting Office 365 and Teams.
  • 2+ years supporting IT Equipment and Hardware.
  • Intermediate knowledge of Azure, Windows Server, Active Directory, Routing and Switching.
  • Technical IT Systems and Equipment knowledge & troubleshooting skills required.
  • Ability to take direction and follow practices and procedures consistently and accurately.
  • Excellent communication and time management skills.
  • Ability to work independently as well as in a team environment.
  • Intermediate understanding of data warehousing principles, ERP software, SQL, SSRS, and other reporting applications.
Other Responsibilities:
  • Requires travel throughout Western Canada.
  • Follow company policy and procedures.
  • Practice honesty and integrity in customer and vendor relations.
  • Positively and professionally represent our company.
  • Other related duties as may arise.