Global Senior IT Support Analyst

Mars, Incorporated and its Affiliates; Edmonton; On-site; CAD 60,000 - 80,000; Full time

Job summary

Champion Petfoods is seeking a Global Senior IT Support Analyst to resolve end-user productivity issues related to IT services. This role involves managing ticketing systems, supporting hardware/software, and ensuring stable network operations across company locations. Ideal candidates will have a degree in Computer Science with 3-5 years of experience in IT support.

Benefits

Competitive Wages

Medical, Dental, and Vision Benefits

Free Bag of Premium Pet Food each month

RRSP with Company

Qualifications

• 3-5 years’ relevant work experience required.
• Must have a valid Driver’s License.
• Fluency in English, strong analytical and planning skills.

Responsibilities

• Provide timely IT technical support to employees and contractors.
• Manage all issues in IT ticketing system for resolution.
• Assist with hardware installations and troubleshooting.

Skills

Interpersonal skills

Analytical abilities

Problem-solving

Communication skills

Planning skills

Education

Post-Secondary Degree or Diploma in Computer Science

Tools

Windows Server 2008/2012

VOIP Systems

Exchange/Office 365

Salesforce

Job description

Job Description:

Changing the World, One Kibble at a Time

Champion Petfoods is expanding! We are excited to announce we are looking for a Global Senior IT Support Analyst to join our rapidly growing company.

Champion Petfoods is an award-winning pet food crafter with a reputation of trust spanning 35+ years. From our humble beginnings, founded in a small town in Alberta, Canada, Champion – with its ORIJEN and ACANA brands – is a key player in the global premium pet food industry.

Our purpose,To Earn Pet Lover Trust Every Day so Pets Thrive for a Lifetime,provides the foundation for our highest aspirations as a company. Being a partner to the communities that surround us – and the environment that sustains us – are top priorities.

We would love to hear from you if you are passionate about personal and professional growth and see yourself as a key player contributing to our continued success as an award-winning company.

Here’s the scoop - Summary

The Global Senior IT Support Analyst (Helpdesk) has primary responsibility for identifying and implementing timely and effective resolutions to end-user productivity issues as they relate to IT-serviced computer operations throughout the Company.

This position is required to manage and record all issues in Champion Petfoods’ IT ticketing system and to achieve problem resolution by conducting question/problem diagnoses, guiding users through to issue resolution, and communicating technical solutions in user-friendly language. The Global Senior IT Helpdesk Analyst also has responsibility for configuring, installing, and supporting the Company’s hardware and software and for assisting in the research, testing, and evaluation of new hardware and software to determine efficiency, reliability, and compatibility with existing systems.

What a typical day looks like

• Provide timely I.T. technical support and problem resolution to employees and to independent contractors throughout the Company.
• Perform in-person, on-site repairs of PC desktop/laptop hardware, printers, and other peripherals.
• Act as a Tier 2 resource for IT Support Analysts.
• Act as a resource on issues regarding voice over internet and data telecommunications.
• Coordinate the implementation of communication-related moves, changes, or additions, both externally (vendors) and internally (various corporate departments).
• Assist IT leaders in identifying appropriate technology to use based upon consultation with relevant departments, researched requirements, and defined and/or established technical standards.
• Assist with technical planning and support for upgrades, new applications, and system integration, and assist with the creation of specifications and procedures for the installation and use of standard hardware and software technologies.
• Maintain timely and accurate records of problems/solutions within the I.T. ticketing system
• Ensures the stable operation of the in-house computer network and all connected PCs and peripherals, including planning, developing, installing, configuring, maintaining, supporting, and optimizing all network hardware, software, and communication links.
• Analyzes and resolves end user hardware and software computer problems in a timely and accurate fashion, and provides end user training where required.
• Assists the Service and Support team with hardware installations and troubleshooting.
• Conduct research on network products, services, protocols, and standards in support of network procurement and development efforts.
• Ensure network connectivity of all workstations and printers.
• Monitor and test network performance and provide network performance statistics and reports.
• Prepare status reports, network summaries, and other reports and/or documentation as requested, and maintain a comprehensive recordkeeping system.
• Demonstrate a high level of knowledge, professionalism, and courtesy to end-user queries regarding the use of standard hardware and software, Internet connectivity, password resets, configurations, etc.
• Conduct training sessions for end-users as required or directed, and attend training classes, seminars, and/or conferences as required or directed.
• Monitor and maintain kitchen application server.
• Assist PLC technicians with network connectivity.
• Assist with M3 User Profile Creation and Profile Troubleshooting.
• Assist with the maintenance of corporate firewall under the direction of CPF Network specialists and or network vendors.
• Assist in the management of Salesforce, user accounts, access and dashboard working spaces.
• Assist in the procurement of IT related hardware through corporate approved vendors.
• Manage the Businesses’ Canadian Mobile Corporate Account (Telus IQ).
• Provide leadership and direction to the deployment of mobile devices and application of MDM.

What you'll bring

• Post-Secondary Degree or Diploma in Computer Science.
• 3-5 years’ relevant work experience.
• Relevant experience with the Company’s information system technologies: Windows Server 2008/2012, VOIP Systems, Exchange/Office 365, and Salesforce.
• Excellent interpersonal skills and effective communication skills, both verbal and written, with ability to clearly communicate ideas and proposals and to discuss technical issues with non-technical clients.
• Fluent in English, both written and spoken.
• Strong analytical abilities, with ability to identify problems and determine, implement solutions, often within a time sensitive framework.
• Good planning skills, including ability to organize, prioritize, and execute, often within a time sensitive framework.
• Ability to break down and reassemble all equipment in the department for sanitation purposes
• Must have and maintain a valid Driver’s License (other than motorcycle), with ability to travel between the Company’s locations and willingness to accept temporary assignment(s) to additional Company locations.
• Ability to work extended business hours, days and weekends as necessary, and to be accessible (via company cell phone) to corporate employee end-users needing after-hours IT support.
• Ability to attend and/or conduct presentations.
• Travel to other locations may be required.

What can you expect from Champion?

• Safety:a strong commitment to ensure all people are provided with a safe, healthy and respectful environment.
• Earnings:Competitive Wages that give financial peace of mind, RRSP with Company, and donation matching.
• Industry Competitive Benefits:Medical, Dental, Vision and Employee Assistance Programs to meet your individual or family needs.
• Continuing Education:In House & Online Learning & Development, as well as an Education Assistance Program.
• Quality:a dedication to uphold the highest standards of authenticity, nutritional integrity, and food safety, to earn the trust of Pet Lovers everywhere.
• Other Perks:Free Bag of Premium Pet Food each month, Free Parking and more!

What are you waiting for? Join the pack!

Come as you are.

We value diversity in all forms and know the power it can bring. Workplace equality allows for creative ideas to bloom, diverse points of views to be heard, and increases overall happiness. That sounds pretty good to us.

Champion is an equal opportunity employer. Regardless of your race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age, veteran status, or any other creed, you are wanted here.

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