IT Support Analyst

**RG Henderson**

**Who we are**:
RG Henderson, a division of Heritage Food Service Group of Canada, is the largest service provider for the food service industry in Toronto (GTA) with operations in the south-western Ontario area. We have over 100 years of history and our licensed, factory-trained technicians minimize downtime and prioritize urgent service. In addition, we have an extensive support team to drive service excellence and we maintain a sizable inventory of OEM parts. We are the industry leader in Canada, and we care beyond service

**IT Support Analyst: What will you do ?**

**Your Duties and Core Responsibilities will be**:

- Supports all aspects of the IT operations (ie. hardware, software, network) with direction from the IT Support Analyst Team Lead and the Director, IT.
- Consult user guides, technical manuals and other documents to research and implement solutions.
- Install, maintain, and support company hardware and software including, but not limited to, client equipment; copiers and printers; hand scanners and Zebra thermal devices; audio/visual equipment; mobile phones; and tablets.
- Execute full system virus and malware scans, mitigating any threats present on the network
- Works with the IT team to maintain data security by monitoring systems and logs; ensuring data is backed up, archived, and purged as necessary; preventing intrusions; and using whatever means necessary to maintain data integrity
- Assist in maintaining the Support Desk ticketing system to manage, prioritize, document, and successfully close customer reported problems in a time sensitive manner. This would include the maintenance of custom programming within the environment and completing performance tuning and optimization (PTO) of the system database.
- Monitor the Heritage environment and proactively report potential problem areas.
- Provide and/or support in-house user training as required.
- Update and maintain documentation to include system configurations; disaster recovery processes/procedures; equipment inventories and locations; educational material; and how-to documents to aid in system usage.
- Support all project work on an as needed basis and other duties as assigned.

**Your Qualifications (Education, Experience, and Licenses/Certifications) are**:

- Minimum high school graduation required. Completion of a post-secondary technical IT program at an accredited institution is preferred.
- Minimum of 3 years of relevant IT and client support experience.
- Relevant system certifications are preferred.
- Experience with Group Policy, PowerShell, Print and File services, virtual environments such as VMware, Voice over IP (VOIP) systems, as well as LAN/WAN technologies is desirable.
- Knowledge of networking, operating system, and server architectures.

**Your Required Knowledge, Skills and Abilities are**:

- Customer focused, responding quickly to customer needs and interacting successfully with all levels of employees within the organization.
- Ability to work in a team environment as an individual contributor; working in an atmosphere of respect and care, and providing support to each other and our customers, emphasizing communication to achieve our common goals.
- Ability to exercise independent discretion and make decisions in a time sensitive environment with mínimal or no supervision.
- Demonstrates an eagerness to learn; and expand technical knowledge and experience, keeping up with current technical developments and performing complex tasks.
- In-depth problem solving; solving difficult problems through careful and systematic evaluation of information, possible alternatives, and consequences.
- Detail-oriented and organized, with attention to accuracy, good research skills, analytical and problem solving ability, ability to multi-task and work under pressure to meet deadlines; effectively organizing and planning work according to organizational needs by defining objectives and proactively anticipating needs and setting priorities.
- Ability to keep information confidential.
- Ability to explain technical concepts and theories to nontechnical audiences.
- Available to participate in the on-call rotation shift.
- Availability for night/weekend work during system outages, upgrades, or changes as necessary.
- Valid provincial driver's license.
- Preferred use of personal vehicle that is insured and in good repair for use over the course of business; mileage will be reviewed and reimbursable in accordance to CRA guidelines.
- Clean driver's abstract.
- Work background checks.
- Fluency in English is required and French is an asset