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
Qualification
- 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 tool
- Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCIT)
- 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 DH
- Knowledge of network troubleshooting tools and methodologies
- Experience with virtual environments and cloud services
- Experience with ITIL or other IT service management framework
- 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 BC
- 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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IT Support Analyst in Richmond employer: Nature's Path Foods
Join a leading organic food company in Richmond that values its employees and fosters a collaborative work culture. As an IT Support Analyst, you'll enjoy a competitive salary, comprehensive benefits, and opportunities for professional growth while working in a hybrid environment that balances flexibility with in-person teamwork. With a commitment to sustainability and innovation, this company not only supports your career development but also contributes positively to the community.
