Enterprise Technology Analyst

Columbia Forest Products; Quebec; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading paper and forest products company in Quebec is seeking an experienced Enterprise Technology Analyst to deliver comprehensive IT support. This role involves troubleshooting technical issues, managing IT equipment, and ensuring optimal performance of the end-user environment. The ideal candidate will have 3-5 years of relevant experience and be proficient with various IT systems. The position offers competitive benefits and opportunities for professional growth.

Benefits

401K

Medical insurance

Dental insurance

Vision insurance

Life insurance

Qualifications

• 3-5 years relevant field experience.
• Proficient with Microsoft Office applications and troubleshooting IT systems.
• Knowledge of supporting Windows, Mac, mobile devices, and networking fundamentals.

Responsibilities

• Provide second-level IT support and services.
• Diagnose and troubleshoot hardware and software issues.
• Create and maintain documentation for common issues.

Skills

Technical support

Troubleshooting

Communication skills

Teamwork

Attention to detail

Education

A+, N+, Project+, ITIL, MTA/MCSA/MCTS/MCTIP certifications preferred

Tools

Microsoft Office

Windows

Mac

Windows Server

Job description

Join to apply for the Enterprise Technology Analyst role at Columbia Forest Products

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.

Key Responsibilities

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

• Provide remote assistance to employees at all CFP locations, including home-based offices and while traveling.
• Provide in-person support at all local facilities.
• Diagnose and troubleshoot PC hardware, peripherals, and software issues, including operating systems (Windows 10/11, iOS, macOS), Office 365, Microsoft Teams, OneDrive, business applications, mobile devices, and basic network connectivity.
• Log all support requests into the Enterprise Support Desk ticketing system with detailed descriptions, accurate categorization, and timely updates until resolution.
• Escalate unresolved issues to other IT support teams with clear details and collaborate with other teams as needed.
• Create and maintain documentation within the knowledge base for common issues and solutions.
• Assist with software/hardware installation and configuration, ensuring systems are up to date.
• Manage IT equipment inventory, including distribution, setup, and retrieval.
• Follow CFP’s IT Security policies and promote security awareness.
• Participate in ongoing training and support Kaizen activities, providing training for software and procedures.

Tier 2 Support Duties

• Develop and recommend IT solutions using standard technologies and best practices.
• Visit Columbia locations to address site-specific issues and build relationships.
• Collaborate with users and IT team to ensure performance, security, and connectivity.
• Support hardware, software, cloud services, VOIP systems, and mobile devices.
• Administer user accounts and security roles in Active Directory.
• Participate in projects related to cloud, enterprise computing, and infrastructure.
• Work with vendors to resolve issues.

Experience

• 3-5 years relevant field experience.

Technical Skills

• Proficient with Microsoft Office applications and troubleshooting IT systems.
• Knowledge of supporting Windows, Mac, printers, mobile devices, and Windows Server.
• Understanding of networking fundamentals and internet technologies.
• Experience with Agile, LEAN methods, and relevant certifications (A+, N+, Project+, ITIL, MTA/MCSA/MCTS/MCTIP) preferred.

Logistics

• Availability during non-business hours and for domestic/international travel (Canada & US).
• Up to 90 days of travel per year.
• Current passport required.

Soft Skills

• Effective communication skills, teamwork, conflict resolution, and attention to detail.
• Ability to work independently, manage multiple demands, and lift up to 50 lbs.

Columbia Forest Products offers benefits including 401K, Medical, Dental, Vision, and Life Insurance. We are committed to our employees and community through our CFP Foundation.

Our core values include Customer Service, Family, Sharing Success, and Integrity. If these resonate with you, apply online for this rewarding career opportunity.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology

Industry: Paper and Forest Product Manufacturing