Enterprise Technology Analyst

Columbia Forest Products; Hearst; On-site; CAD 65,000 - 85,000; Full time

Benefits offered by this job

401K

Medical insurance

Dental insurance

Vision insurance

Life Insurance

CFP Foundation

Job summary

Columbia Forest Products is seeking an Enterprise Technology Analyst to deliver comprehensive IT support for end-user computing. The role includes remote and on-site user assistance across CFP locations, along with cross-functional project work and ongoing kaizen-related initiatives.

Responsibilities cover hardware/software installation, asset management, security compliance, and knowledge-base development. Fluency in English and French is required.

Qualifications

• 3-5 years relevant field experience.
• Proficient with Microsoft Office applications.
• Experience supporting Windows and macOS environments.
• Knowledge of Office 365 and Azure.
• Strong problem-solving and troubleshooting skills.
• Experience with Active Directory and IT security policies.
• Willingness to travel domestically and internationally.

Responsibilities

• Provide second-level IT support and remote assistance.
• Visit Columbia locations to address site issues.
• Log and manage support tickets with detailed descriptions.
• Escalate unresolved issues to other IT teams.
• Install and configure software, drivers, and hardware.
• Maintain inventory and asset management for IT equipment.
• Ensure systems are patched and secure per policy.
• Create knowledge base documentation for common issues.
• Collaborate with vendors and cross-functional teams.
• Support Kaizen and training activities as needed.

Skills

Problem solving

Troubleshooting

End-user support

Communication

Teamwork

Documentation

Time management

Independent work

Attention to detail

Education

IT certifications: A+

IT certifications: N+

IT certifications: Project+

IT certifications: ITIL

IT certifications: MTA/MCSA/MCTS/MCTIP

Tools

Office 365

Azure

Active Directory

Windows 10/11

Windows Server

MacOS

Job description

The Enterprise Technology Analyst is responsible for the delivery of comprehensive IT support and services to ensure the optimal performance of the organization’s end-user computing environment. The analyst participates within a cross functional team to implement new projects, provide technical services, and create solutions to achieve the goals of the business.

The Enterprise Technology Analyst is required to be bilingual in English and French.

The projected salary range for this position is between 65-85k.

Key Responsibilities

Technical Support: Provide second level contact and convey resolutions to user issues in a timely manner either via phone, email, or in-person support.

• Primary: Provide remote assistance to employees at all CFP locations including home-based of ices and while traveling.
• Secondary: Provide in-person support at all local facilities.
• Problem Solving: Diagnose and troubleshoot PC hardware, peripherals and software issues including but not limited to operating systems
  (Windows 10/11, iOS, macOS), Of ice 365, Microsoft Teams, Microsoft OneDrive, business applications, mobile devices, and basic network connectivity.
• Ticket Management: Log all support requests into the Enterprise Support Desk ticketing system, ensuring detailed descriptions, accurate categorization, and timely updates until resolution.
• Escalation: Escalate unresolved issues to other IT support teams as required while providing clear and concise details about the problem. Collaborate with other teams (e.g., network engineers, system administrators) when needed.
• Documentation: Create and maintain documentation within the knowledge base for common issues and solutions to facilitate knowledge sharing within the IT team and the employee community.
• Software/Hardware Installation: Assist with the installation and configuration of software, drivers, and basic hardware components. Ensure that the systems are up to date with necessary patches and updates.
• Asset Management: Track and manage IT equipment inventory, ensuring proper distribution, setup, and retrieval of hardware.
• Security: Follow CFP’s IT Security policies and promote security via employee education.
• Training and Continuous Improvement: Participate in ongoing training to stay current with technological developments and company policies. Take an active part in supporting Kaizen activities. Provide general training for software applications and standard procedures.
• Develop, and recommend IT solutions using standard technologies, and best practices.
• Routinely visit Columbia locations to address site specific issues, action projects, and build local relationships.
• Collaborate with users and IT team members to help ensure the performance, security, and connectivity of the end user computing environment.
• Identify issues and initiate timely support for Columbia’s computing environment.
• Provide business computing hardware support through the installation, investigation, troubleshooting, and resolution of issues on equipment such as desktops, laptops, servers, networking, and accessories.
• Provide work center support through the installation, upgrading, and troubleshooting of Windows 10/11, Mac, Of ice 365, and business applications.
• Provide cloud services support through the configuration, and troubleshooting of Office 365 products such as OneDrive, Teams, and SharePoint for the business.
• Investigate, troubleshoot, and resolve issues with VOIP systems, and mobile devices.
• Secure CFP assets through the timely patching of systems, and employee education.
• Administer user accounts, and security roles in Active Directory.
• Partner with application owners to perform backup and recovery of business applications and data.
• Maintain hardware and software inventories at Columbia sites.
• Participate in new projects as they are identified across disciplines such as cloud, enterprise computing, and infrastructure.
• Work within a cross functional team to collaborate on projects and provide escalated support as required.
• Work with vendor support contacts to identify and resolve issues.

Experience

• 3-5 years relevant field experience.

Technical Skills

• Proficient with Microsoft Office software applications (e.g., Word, PowerPoint, Excel, Outlook, Microsoft Teams).
• Proven problem-solving skills.
• Excellent troubleshooting skills as they relate to IT systems, and equipment.
• Demonstrated knowledge of supporting end user computing software including Windows
• Operating System, Office 365, and Azure.
• Demonstrated knowledge of supporting a wide variety of computer equipment, including PC, Mac, printers, and mobile devices.
• Demonstrated knowledge of supporting Windows 11, and current Windows Server versions.
• Working knowledge of telecommunications, networking fundamentals, and equipment.
• Solid understanding of TCP/IP, DNS, WINS, DHCP and Windows networking fundamentals.
• Ability to diagnose, and repair a wide variety of computer equipment, including PC, Mac, printers, and mobile devices.
• Prior experience with Agile methodologies (Scrum, Kanban) preferred.
• Exposure to LEAN methods and practices preferred.Relevant IT certifications such as A+, N+, Project+, ITIL, MTA/MCSA/MCTS/MCTIP preferred.

Logistics

• Availability during non-business hours
• Availability for domestic and international travel (Canada + United States)
• Up to 90 days of travel per year

Soft Skills

• Capacity to communicate with audiences at varying levels.
• Strong teamwork and interpersonal skills with all levels of the organization.
• Excellent conflict resolution.
• Excellent verbal and written communication skills in English.
• Detail oriented with sound analytical and troubleshooting skills.
• Strong note taking and technical detail capture.
• Ability to work independently with exceptional planning, organizational, documentation, and time management skills.
• Consistently meets commitments and takes ownership and responsibility for actions and issues while working toward resolution.
• Ability to manage competing demands
• Must be able to lift and carry IT equipment up to 50 lbs.

Columbia Forest Products is an employee-owned company that has a wide array of benefits: 401K, Medical, Dental, Vision, and Life Insurance. Our company stands out because of our commitment to our employees. In fact, we have a CFP Foundation dedicated to helping our employees, employees' families and the local community.

Our Core Values we take pride in: Customer Service Above all Else, We Are Family, Share the Success and Absolute Integrity.