Enterprise Technology Analyst

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

Benefits offered by this job

401K

Medical

Dental

Vision

Life Insurance

Job summary

Columbia Forest Products is seeking an Enterprise Technology Analyst to deliver comprehensive IT support for end-user computing. The role involves remote and site-based assistance, ticket logging, and knowledge-base documentation to enable efficient operations.

The candidate will troubleshoot Windows, macOS, Office 365, Teams and mobile devices, with a focus on security and ongoing Kaizen participation. Travel to sites in Canada and the US may be required.

Qualifications

• 3-5 years relevant field experience in IT support.
• Experience supporting Windows/Mac and mobile devices.
• Familiarity with Office 365 suite and Teams.
• Knowledge of networking basics and security practices.
• Experience with IT ticketing and knowledge bases.

Responsibilities

• Provide remote support to CFP employees across locations.
• Troubleshoot hardware, software, and OS issues (Windows, macOS, iOS).
• Log requests in ticketing system with clear details and updates.
• Escalate complex problems to IT teams with documentation.
• Maintain documentation in knowledge base for common issues.
• Assist with software/hardware installations and patches.
• Manage IT assets and inventory, ensure proper distribution.
• Support security policies and user awareness training.

Skills

Office 365

Troubleshooting

End user support

Windows 10/11

Mac/iOS

Networking basics

AD/Identity

ITIL basics

Agile/Scrum

Tools

Office 365

Active Directory

Ticketing system

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

• 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.

Tier 2 Support Duties

• 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.
• Understanding of Internet technologies including browsers, proxies, SSL, and encryption.
• 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
• Current passport

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.