Service Desk Support Analyst

#BeExtraordinary
At Andrew Peller Limited (APL), we deliver the perfect brand experience for every lifestyle, occasion, and generation. Through collaboration, open communication, honesty, drive to win, and accountability, we inspire teammates to be extraordinary every day.
Who We Are
We are one of Canada's largest and oldest wine companies with a rich heritage in quality winemaking.
We produce some of Canada's most recognized brands and offer our teammates a challenging and rewarding employment experience.

We are seeking a Service Desk Support Analyst to join our Information Technology Team.

**We are looking for a teammate with**:

- Recognized University Degree/College Diploma in Computer Sciences.
- Certifications and POS experience is an asset but not required.
- Current awareness of the latest technology trends and developments in the Information Technology industry.
- Minimum of 2-4 years IT support experience.
- Superior communication skills both written and oral in English.
- Strong professional and interpersonal skills required.
- Advanced troubleshooting and multi-tasking skills with a high-level attention to detail.
- Excellent time management capabilities, able to adhere to schedule and/or deadlines.
- Creative and innovative approach to problem solving.
- Flexible and adaptive to change.
- Valid driver's license, proof of insurance and access to a reliable vehicle is required, to travel to various sites.
- Travel is required.

**This teammate's accountabilities will include**:

- Provide best-in-class technical assistance and support to End Users.
- Support, monitor, test and troubleshoot hardware and software problems pertaining to the end user workstations and to the enterprise server systems.
- Perform Oracle first level support and escalate issues to second level support as required.
- Create and maintain Active Directory accounts, GPO's and OU's.
- Create and maintain Forticlient accounts for remote access.
- Create and maintain Oracle E-Business Accounts.
- Install and configure workstations, install new software releases and system upgrades as required.
- Maintain Track-It work orders and log all user issues into the Track-It system.
- Write and update documentation, tutorials and knowledge base answers to better aid both the service desk and users.
- Follow up with users, provide feedback and follow problems through to their resolution.
- Escalate, recommend and/or coordinate resolution of issues with third party vendors to resolve issues.
- Provide support and service to The Wine Shop Point-of-Sale computers and users.
- Provide Systems Administration support.
- Evaluate and install patches on desktop equipment. Evaluate, install and maintain anti-virus software.
- Monitor Exchange server and mail routing.
- Review and maintain Enterprise Firewalls (both Spam and Web Filter).
- Provide administrator level service and support for network infrastructure across all locations.
- Provide cell phone, IP phone and digital telecommunication support.
- Follow safe work procedure and practices and report all unsafe working conditions/hazards to the reporting Manager.

We are conducting an internal and external search simultaneously. We wish to thank all applicants for their interest; only those applicants selected for an interview will be contacted.

**Accommodation**:
**Equal Opportunity Employment**:
At Andrew Peller Limited, we are committed to creating and celebrating a culture of Diversity, Equity, Inclusion and Belonging. We are an equal opportunity employer committed to ensuring every person has a right to equal treatment with respect to employment without discrimination or harassment because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status or disability.