IT Support Analyst - ERP & General Support

Good People, Good Food. Do you love healthy, organic products? Want to work in a fun environment that helps you grow and thrive? Come to work at Nature's Fare Markets.

IT Support Analyst - ERP & General Support

The Opportunity:

As a key member of our Business Applications team, you will be our go-to person when it comes to our IT support.

As our  ERP & General support specialist - you will be the primary first responder to helpdesk & ERP support requests, including triaging, prioritizing, and tracking each request through Nature’s Fare incident tracking system, Jira. This position is part of a small, collaborative team that works closely together on support-related tasks and projects. The volume of support requests is generally low to moderate, so other duties for the support analyst will include. You will perform:

• Provide technical support and assistance to end-users experiencing issues with the ERP system.
• Troubleshoot and resolve user-reported problems, escalating issues to higher levels of support as necessary.
• Serve as a liaison between end-users and the ERP development team, conveying user feedback and enhancement requests.
• Assist with ERP system configurations, setups, and customizations as needed.
• Develop and maintain documentation, including user guides and training materials, to support end-users in utilizing the ERP system effectively.
• Conduct user training sessions to educate new users on ERP system functionalities and best practices.
• Monitor system performance and identify opportunities for optimization and improvement.
• Collaborate with cross-functional teams to implement system upgrades, patches, and enhancements.
• Stay informed about industry trends and best practices related to ERP systems and support methodologies.
• Participate in special projects and initiatives related to ERP system implementations, integrations, and migrations.

General

• Imaging desktops/laptops with a standard image
• Deploying desktops/laptops to end users, providing a quick overview of any new features.
• Visiting stores periodically to ensure support needs are being met and to perform desktop maintenance
• Creating/modifying Active Directory profiles for new hires/terminations
• Creating/archiving Exchange mailboxes as needed, tracking any increase in Exchange CALS as needed
• Deploying/troubleshooting printers both remotely and on-site
• Troubleshooting till hardware, software, networked digi scales, and handheld Symbol scanners
• Participate in refining the systems monitoring platform (Solar Winds Network Performance Monitor) to ensure all critical systems are monitored effectively, making recommendations as needed
• Work with HR and store managers to ensure new hires and terminations are handled promptly and encompass all aspects such as forwarding inbound email and/or providing full access to a terminated employee’s mailbox for the designated staff member.
• Work with the Senior Systems Admin to diagnose any store WiFi issues (critical service) and suggest improvements
• Participate in project work such as:
• Head office server refresh (replace physical machines with new hosts with Hyper V)
• Active Directory cleanup and configuration
• Refine IT documentation and research tools to help increase efficiencies (IP management, etc.)
• Other duties as assigned

What We are Looking For:

• 3 years of experience in a customer facing IT support role
• 2 years of education in related field considered an asset
• On-call availability (after necessary training received on company systems)

You check all the boxes if you have:

• A passion for local, organic and sustainable food and natural supplements
• A desire to deliver great service in the retail and food service industry
• Exceptional interpersonal and communication skills
• Strong work ethic and desire to contribute to people’s health and wellbeing
• Ability and desire to confidently lead by example and contribute to a positive, supportive working environment
• An affinity for our company’s core values and philosophy
• Ability to work in an energetic, fast-paced environment.

Perks:

• Competitive wages with a starting hiring range set at $28.00 - 34.00/hr; experience and skillset dependent
• Flexible benefits
• Up to 25% store discount
• Education allowance
• Free swag (products, food, clothing + more)
• Share in some laughs, air high-fives, and fun each day

Some things you should know about us is:

• We expect our people to lead by example by promoting wellness, mindfulness and movement throughout our week.
• We appreciate involving our teams in the decision-making process before we move forward with programs and initiatives.
• What makes us successful is we are dedicated, care about the mission of our company and the people that are our reason for being, and we’re not afraid to ask for help.

You should also know that:

• This position is located on-site at our related banner Choices head office located at:
  • 19580 Telegraph Trail Surrey, B.C..
• This position requires occasional travel across the Lower Mainland and to Vancouver Island
• This position works in collaboration with other members of the IT team

Does this sound like the opportunity for you?  Then you must be awesome, and we would love to hear from you!