IT Support Analyst - Contract at Reyes Holdings in New Westminster, BC

Job description

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