IT Workplace Service Specialist

Join Riverside Natural Foods Ltd., a $300 million+ Canadian-based, family-owned, and globally operating business, committed to leaving the world better than we found it. As a B-Corp certified, Triple-Bottom Line company, we proudly manufacture nutritious, 'better-for-you' snacks such as MadeGood and GOOD TO GO. We value teamwork, humility, respect, ownership, adaptability, grit, and fun.

We're on an ambitious mission to double our business by 2027, and we need talented individuals like you to help us reach new heights. At Riverside, you'll have the opportunity to chart your own path to success while contributing to ours. We believe anything worth doing is worth doing right, and our values will guide us through the rugged terrain – and yes, it will get rough. But that's what makes the journey worthwhile.

So, lace up your boots and let's tackle the climb together.

You can learn more about us at 

Position Summary:

The Workplace Service Specialist is a member of the IT Helpdesk team led by the Workplace Service and Innovation Manager. Please note that this role is on-site.

Riverside IT Helpdesk is staffed by both employees and 3rd party service providers. The helpdesk supports Riverside users to use workplace technologies and solutions effectively and efficiently. The users are based at sites in GTA, Calgary, Chicago, Europe and at home offices. Helpdesk support is provided during regular business hours and after hours. The workplace technologies and solutions that are utilized at Riverside include computers (PC and Mac) and peripherals, printer, RF scanner, VoIP phone, cell phones, tablets, Microsoft Office 365 applications, such as Outlook, Teams, OneDrive, etc., MFA, Adobe, DocuSign, Shared Drive, websites and domains, AWS, Azure cloud, ITSM, and other desktop and Cloud based solutions.

Primary Responsibilities:

• Troubleshooting of all on-prem IT related equipment such as Windows and Mac laptops/desktops, tablets, phones, printers, scanners, and other end user devices.
• Troubleshooting user issues escalated from 3rd party helpdesk service provider.
• Fulfilling change requests that require on-site actions, such as hardware deployment.
• Delivering the IT part of the user on-boarding and off-boarding process.
• Deploying, tracking, maintaining and decommissioning of workplace technologies and solutions.
• Administering and supporting Office 365 environment, including users, Exchange Online, SharePoint, Teams, and Single Sign-On (SSO) integration.
• Providing user-training in the workplace technologies and solutions.
• Managing RMA (Return Merchandise Authorization) and repair process for all IT devices
• Coordinating the support provided by other 3rd parties for technologies such as Printers, RF Scanners, Meeting room A/V etc.
• Maintaining comprehensive and up-to-date knowledge of the workplace services and solutions.
• Tracking Incident and Change Request SLA.
• Looking continuously for opportunities to improve the helpdesk process.
• Leading tasks to implement new or to improve existing workplace services and solutions.
• Collaborating with other members of the IT Infrastructure team to implement new or to improve existing IT infrastructure solutions, such as Network Operations, Cybersecurity Operations, Disaster and Recovery Plan of IT infrastructure etc.
• This is a full-time on-site position.
• This role requires traveling within Canada and the USA up to four times a year, as well as regularly to multiple sites in the GTA area. Requires working occasionally outside of the regular business hours due to project work or IT emergencies
• Other duties as required.

Reporting Relationships

• This position reports to the Workplace Service and Innovation Manager
• This position does not have direct reports.

Qualifications

• Post-Secondary diploma in Information Technology related fields.
• Minimum of 3 years of experience as an IT support technician.
• Must have hands-on experience in using and supporting common IT hardware, such as computer, printer, tablets etc.
• Must have hands-on experience in using and supporting key Microsoft 365 applications, such as Outlook, OneDrive, Teams etc.
• CompTIA A+ certification is a strong asset.
• Must have experience in using common ITSM solutions. ITIL or other ITSM certifications strongly preferred.
• Microsoft 365 administration experiences preferred. Microsoft 365 administration certification is an asset.
• Hands-on experience with core IT infrastructure components, including DNS, DHCP, Active Directory, file servers, and general server administration (Windows Server preferred).
• Experiences in IT network operations and Cybersecurity operations are preferred.
• AWS training, certification is an asset.
• PASSIONATE and has a desire to learn, roll-up their sleeves and set an example as a "doer".
• Ability to lift and move items up to 49 pounds.
• Ability to prioritize and multitask multiple projects at the same time.
• Ability to work autonomously.
• Ability to work well under pressure in a fast-paced environment.
• Ability to walk in and around the warehouse frequently throughout the shift.
• Candidate must have a valid driver's license and maintain a reliable means of transportation.
• Strong problem-solving skills and attention to detail and accuracy.
• Excellent interpersonal and collaboration with a proven ability to successfully deal with complex issues working within the context of cross-functional teams.
• Strong verbal, written and interpersonal skills.
• Exceptional time management and organizational skills, self-starter with a high level of initiative and ADAPTABILITY
• TEAM player with a positive attitude.
• Demonstrates HUMILITY throughout the company on a daily basis.
• Aptitude to exhibit, RESPECT and protect Riverside's Core Values in a changing environment

What we expect:

• Values-led: You'll be a member of a thoughtful and compassionate team that prioritizes respect, teamwork and resourcefulness along with a good dash of fun. Sometimes, even making granola bars is hard, and life's too short to take ourselves so seriously that we don't enjoy the journey.
• Unparalleled experiences and opportunities: We're still determining who we are and what we can be. Help us shape what this organization will look like and what we'll offer the world, into the future. This means rolling up your sleeves and sometimes building the process – fast – while employing it. At Riverside, progress occasionally means proceeding imperfectly, and we're okay with that, as long as we're staying true to our values and learning and improving along the way.
• Access to everyone: We're a flat organization with few silos which means you'll have full access to everyone from our founders to our production staff. Even when employees dress up, they wear steel-toed shoes. So don't be shy. Speak up, share your ideas and go places you normally wouldn't – like the plant, or the boardroom.
• Personal development: We'll support and empower you to chart your own path and reach any heights you set for yourself. Career paths at Riverside are carved by the people walking on them, not dictated by leaders. Count on us to give you the training and tools to grow and progress.
• Gratitude: As a growing business, we can't always offer formal recognition like awards programs, but we do show our true gratitude and appreciation. At Riverside, we're all in this together and we value you.

What We Offer:

• Values-led: We don't cut corners or step on anyone or anything on our way to our summit. There is no winning at all costs here. Every step you take must align with our values, no compromises.
• Courageous determination: As a family-run, rapidly growing business, we are often challenged to find ways to deliver that aren't obvious or easy. You must be willing to try, ask and answer challenging questions, test and learn, turn over every stone, keep moving forward and help us find a way through. Resourcefulness and grit will be your constant companions at Riverside and will serve you well.
• Humility: We're a small (but growing) fish in a sea of whales and sharks. We know the products we offer are some of the healthiest and most sustainable, but we don't brag about it, and know we have a steep path ahead. We pride ourselves in being respectful and supportive of others while shining brightly through our innovative, high-quality products. There isn't one superstar at Riverside. We take turns leading the way as we climb to the summit.
• Continuous improvement: As a learn-as-we-go organization, we rely on each other to continuously improve everything we touch to make it better, more efficient, more sustainable, and more endearing to customers, consumers, employees, vendors, partners and the community. We own our mistakes and learn from them as we wind our way to the top.

Wait There's more

• Immerse yourself in our comprehensive benefits program, with Riverside taking care of the costs
• RRSP matching or 401k matching for an empowered financial journey
• Join Employee-Led Resource Groups (ERGs) championing mental health, sustainability, diversity, women, and LGBTQ+ rights
• Develop your career further through our Riverside University program and with our Tuition Reimbursement Program
• An open concept work environment that embodies our Values

How to Apply:

If you have the commitment to excellence, the energy, the attitude and experience we need, then please submit your resume to with the job title you are applying for in the subject line or click the apply button

Riverside Natural Foods Ltd. is committed to providing an inclusive and accessible environment for everyone. If you have a disability and require accommodation in the interview process, please let us know when you apply. We thank all applicants for their interest; however, due to volume, please note that only candidates selected for an interview will be contacted.