IT Service Desk Technician

Company Overview

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-Miller Paint in the Pacific Northwest of the United States.

Cloverdale Paint is Proudly Canadian The organization has had a special relationship with its customers ever since Cloverdale Paint 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, Cloverdale Paint has grown into one of North America's largest regional paint and coatings manufacturers.

At Cloverdale Paint we have committed to be "The Place to Be" for both our customers as well as our employees in our industry.

Job Description

We have an immediate opening for a Service Desk Technician based 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 diverse types, including copiers, printers, and scanners.

The role will be needed to perform technical maintenance, software and hardware installations, and updates as required.

Applications should include a Letter of Interest.

Cloverdale offers a very competitive compensation package and strives to be the Place to Be not only for customers but employees as well.

WHAT WE OFFER

• Company paid benefits – Medical, Dental and Vision
• Annual cost of living salary increases
• Profit-sharing Program
• Family Assistance Program
• Staff Discounts
• Comprehensive training
• A supportive and growth-oriented management team
• A great work environment with collaborative and caring colleague

RESPONSIBILITIES

• Provide technical and support assistance, manage service requests and incidents over the phone, email, remotely or in person.
• Proactively monitor IT system performance, device inventory, backup, and recovery, and apply appropriate action for alerts and notifications.
• Prioritize and resolve service requests and incidents according to defined processes to meet SLAs.
• Perform remote and onsite troubleshooting through diagnostic techniques and pertinent questions relevant to service requests.
• Work with the appropriate next level of internal 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.
• On-board users and provision system accounts for new hires, archive disabled accounts and maintain user accounts inventory.
• Setup and deploy workstations, printers, mobile devices, phone, 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 documentation.
• Contribute with 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.

REQUIREMENTS

• Degree or certification in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience that demonstrates a firm grasp of IT operations best practices.
• Minimum of 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, and meeting SLA requirements.
• Proven experience supporting Microsoft Windows workstation (desktop and laptop) systems and hardware, both in person and remotely.
• Proven experience supporting Microsoft's M365 suite of office, email, and collaboration applications.

Required Soft Skills

• Service-oriented, able to adapt in fast paced environment with keen sense of urgency.
• Excellent collaboration, communication, and people skills.
• Excellent organizational, attention to details and time management skills
• Exceptional analytical and critical thinking skills

Required Technical Skills

• Strong understanding and support ability of technical & computer systems, printers, mobile devices, and telephony systems.
• Strong working knowledge and support of Windows, email, networking, scripting, and office automation.
• Solid ability to troubleshoot and resolve basic to complex technical issues within defined SLA (service level agreements)
• In-depth and current knowledge of computer operating systems, programs, and hardware

Other Preferred Skills

• Sound knowledge of IT security policies, protocols, and best practices
• Administrative ability and support of various infrastructure components: data centers, servers, security, storage systems, phone systems, surveillance camera system, firewalls, routers, switches, wireless, bar code scanners and other related technology products.
• Administrative ability and support of key IT systems: Windows Server, Active Directory, DHCP, DNS, Email, SharePoint, POS systems, and programming.
• Administrative ability and support of key business systems: ERP, CRM, cloud infrastructure, and SQL databases.

Our employees enjoy excellent work environments, respectful workplaces with credible leadership and receive fair remuneration and annual profit sharing. Be part of a Canadian family owned business and be valued, appreciated and respected

Job Types: Full-time, Permanent

Pay: $55,000.00-$60,000.00 per year

Benefits:

• Casual dress
• Dental care
• Employee assistance program
• Extended health care
• Flexible schedule
• On-site parking
• Paid time off
• Profit sharing
• Store discount
• Vision care

Ability to commute/relocate:

• Surrey, BC: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Are you available to work 40 hours per week?

Education:

• AEC / DEP or Skilled Trade Certificate (preferred)

Experience:

• IT Service Desk: 3 years (required)

Location:

• Surrey, BC (required)

Work Location: In person