IT Support Analyst

Responsibilities

Position Summary

The IT Support Analyst will provide Level 2 and Level 3 support for business applications and devices. This position is accountable for resolving complex computing, networking, and application issues at a national IT level. The IT Support Analyst will write and review the logging and documenting of solutions to issues, as well as identifying common, recurring issues, and escalating as appropriate. This position will also be responsible for enforcement of Martin Brower IT Policies and will interact with Corporate IT support and resolution teams. The ideal candidate is an experienced IT professional with a solid background and education in IT, an independent decision maker and risk taker, with a goal to advance in their career. This position is customer-facing and requires a customer service, technical support, and consulting mindset where supporting business solutions and customer service are essential. This position will interact with all levels end users and stakeholders. The success of this position depends on strong customer service, strong technical and analytical skills, effective documentation, and excellent communication skills.

This is an exciting new role supporting the technology needs of our new Vancouver distribution centre and existing operations. In the first few months, the focus will be on training and gaining hands-on knowledge of our IT systems and distribution centre operations, including travel to other facilities.

This is a 12-month contract position

Position Responsibilities may include, but not limited to:

• Independent issue resolution for support incidents, demonstrating consistent ability to own issue resolution from start to finish, including making business critical decisions that may affect the immediate abilities of groups of users or a distribution center’s capabilities to continue business
• Able to attend priority 1 or 2 business impacting or business outage support conference calls and make sound business critical decisions that may affect operations
• Demonstrate self-confidence while showing respect and support to others
• Independently develop and nurture strong and appropriate relationships with business and technical partners as well as customers in order to advance system efficiency and overall IT perception and support
• Assist in solving issues for distribution center/call center customers with business applications including ERP-JDE and WMS-Infios and other enterprise platforms
• Monitoring and troubleshooting standard, aligned infrastructure, including:
• Personal computing devices (laptops, desktops, etc.)
• Network equipment (switches, routers and access points)
• Material handling equipment (MHE) technology (Vehicle Mounted Devices VMU)
• Handheld device support (VoCollect Headsets, RF Scanners, PDA devices etc.)
• Printers (Label, laser, thermal, line, copiers, etc.)
• UPS units, Tablets, Projectors, Camera systems, Door Security Access
• Lead and support laptop deployment (Imaging) and related technology packs, as needed, in alignment of agreed IT procurement processes and LCM standards
• Document and escalate issues to appropriate IT technology, infrastructure and application groups via standard processes and business leadership
• Creation of training documents and training of peers and end-users
• Perform audits and asset management, as needed
• Maintain service tickets in Help Desk ticketing database
• Other projects or duties as assigned

Qualifications

Required Skills and Experience

• Associates degree in Information Systems, Management Information System, Computer Science or related field with 2-4 years previous work-related experience working in a technical support environment, specifically supporting business applications and devices
• Strong knowledge of Windows 11 and Networking
• Experienced using Office 365 software suites at application and administration support level including CoPilot
• Working knowledge of common network and end user devices and troubleshooting
• Must be analytical and detail-oriented with excellent troubleshooting and problem-solving abilities
• Must have strong communication, organization, and interpersonal skills, in addition to excellent customer service skills the ability to work well with peers and vendors at all organizational levels
• Ability to write reports, business correspondence, and procedure manuals
• Ability to effectively present information and respond to questions in a group setting
• Ability to provide remote support to end users over telephone or screen sharing
• Ability to learn and implement new technologies
• Strong work ethic and be personally accountable
• This position must pass a post-offer background

Preferred Skills and Experience

• Network & Security Certification preferred
• Distribution Centers and Warehouses Management Systems (WMS) experience
• RF Scanners and label printers
• Project management experience and/or certification
• Active directory and Tanium experience
• Able to troubleshoot and search for solutions through available tools, internet, knowledge base, manuals
• Mobile Device Management, Apple Business Manager, AirWatch, iOS & Android experience
• Remote support tools
• Familiarity of business intelligence and data analytics solutions

Benefits

At the Reyes Family of Businesses, our Total Rewards Strategy prioritizes the holistic well-being of our employees. This position offers a comprehensive benefits package that includes Medical, Dental, Vision coverage.

Physical Demands

The Company is committed to providing reasonable accommodation to applicants and employees in accordance with applicable law. Requests for accommodation should be directed to your point of contact in the Talent Acquisition or Human Resources departments.

Background Check

Offers of employment are contingent upon successful completion of a background check.

Pay Transparency

Our compensation philosophy embraces diverse factors for fair pay decisions, valuing skills, experience, and the needs of our business. Moreover, this role may have the opportunity to participate in a discretionary incentive program, subject to program rules.

Transparency in the use of AI

Our recruitment process may utilize artificial intelligence (AI)-enabled tools, such as virtual assistant, to support candidates in exploring job opportunities, initiating applications, and obtaining answers to common questions. Artificial intelligence (AI) is not used to make final hiring decisions.All employment decisions are made by human reviewers.