Information Technology Support Analyst

2 weeks ago

Richmond, British Columbia, Canada Nature's Path Foods Full time

The
IT Support Analyst
involves being the first point of contact for internal users experiencing technical issues, providing timely and effective solutions to ensure smooth business operations. You will support a diverse range of hardware, software, and networking issues, contributing to the overall efficiency of our IT infrastructure. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a commitment to delivering exceptional customer service.

The day to day:

  • Serve as the primary contact for internal users seeking technical assistance, including troubleshooting hardware, software, and network issues.
  • Diagnose and resolve technical problems via phone, email, and in-person support.
  • Install, configure, and maintain computer systems, software applications, and peripheral devices.
  • Manage and prioritize support tickets in the IT service management system, ensuring timely resolution and follow-up.
  • Provide user training and support on various IT systems and applications.
  • Monitor and maintain IT inventory, including computers, printers, and other hardware.
  • Collaborate with other IT team members to identify and address recurring issues or potential improvements.
  • Assist with system updates, patches, and upgrades as needed.
  • Maintain documentation for IT procedures, support processes, and troubleshooting guides.
  • Adhere to IT security policies and practices to safeguard organizational data and systems.

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
  • Proven experience (2+ years) in IT Support, with a strong understanding of computer systems, software, and networking.
  • Proficiency in Windows and macOS operating systems.
  • Good understanding of Azure, M365 administration, networking, and server management.
  • Experience with ticketing systems and remote support tools.
  • Strong problem-solving skills and ability to work independently.
  • Excellent verbal and written communication skills.
  • Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP)
  • Strong customer service orientation with a patient and professional demeanor, and the ability to communicate using non-technical language.
  • Participate in the scheduled on‑call rotation, providing after-hours support as required. Additional compensation is provided for on‑call duty.

Preferred Skills:

  • Experience with Active Directory, DNS, and DHCP.
  • Knowledge of network troubleshooting tools and methodologies.
  • Experience with virtual environments and cloud services.
  • Experience with ITIL or other IT service management frameworks.
  • Ability to script or automate tasks using languages such as PowerShell or Python.
  • Willingness to provide on-site support at the Delta production plant one day a week (mileage compensated).

Notes:

  • This role is a hybrid position (three days in the office) based out of our HQ in Richmond
  • Salary will be based on experience and range between $70,000 - $77,000 with a 10% bonus
  • Three weeks paid vacation and great benefits are also included
  • You will need a vehicle to travel to Delta 1x a week

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