Information Technology Support Analyst

Recochem Inc.; Montreal (administrative region); On-site; CAD 52,000 - 75,000; Full time

Benefits offered by this job

Competitive compensation

Career growth opportunities

Employer funded retirement plan

Comprehensive health benefits

Paid vacation and statutory holidays

Tuition assistance program

Tuition assistance program

Job summary

A global fluid solutions company is seeking an IT Support Analyst to provide desktop support and manage hardware and software resources. The role involves logging IT incidents, coordinating repairs, and ensuring timely responses to support requests. We prioritize internal promotions and offer competitive compensation, comprehensive health benefits, and career growth opportunities. Applicants should possess solid technical know-how and experience in IT support within a dynamic team environment.

Qualifications

• Solid knowledge of PC and network standards, including hardware.
• Experience with patch management tools like Intune or SCCM.
• Strong written and verbal communication skills.
• Experience configuring Cisco phones and managing printers via print servers.
• Good knowledge of Microsoft 365 tools (Teams, SharePoint, OneDrive).
• Strong written and verbal communication and customer service skills.

Responsibilities

• Serve as the first point of contact for IT support.
• Log and prioritize IT incidents and service requests.
• Coordinate IT equipment repairs and track progress.
• Handle support calls; explain appropriate escalation if First Call Resolution (FCR) is not achievable and communicate any delays.
• Ensure timely responses to all service requests and incidents.
• Adhere to service level agreements (SLAs) and escort issues as needed.
• Execute IT onboarding, offboarding, and related workflow processes.
• Maintain accurate records of loaned IT equipment.
• Coordinate IT equipment repairs; track progress, particularly for warranty items.
• Source quotes and procure hardware, software, and related equipment in alignment with IT standards.
• Order replacement components for faulty or upgradeable devices (e.g., mice, keyboards, hard drives, memory).
• Configure and deploy computers and mobile phones.
• Maintain an up‑to‑date inventory of hardware and software assets (PCs, laptops, printers, etc.).
• Work closely with Infrastructure and Applications teams as needed and when available.
• Create and update technical documentation, including work instructions and standard operating procedures.
• Participate in after‑hours support rotations as required.
• Be available for remote or on‑site support during on‑call periods; must be within one hour of company facilities.
• Occasional travel required, including the ability/need to rent a car. Valid driver’s license is required.
• Occasional work in company plants is required.

Skills

PC knowledge

Microsoft Windows proficiency

Experience with patch management tools

Cisco phone configuration

Microsoft 365 tools knowledge

Customer service skills

Education

Degree in Computer Science or related field

3-5 years experience in IT support

ITIL certification

ITIL knowledge or certification

Tools

Intune

SCCM

Cisco phones

Print servers

Microsoft 365

Job description

We engineer leading fluid solutions that keep the world moving and we’re building a better future while we do it. As a vertically integrated global powerhouse, we operate 17 manufacturing facilities and 4 R&D centers across the world, delivering performance from lab to road in over 40 countries.

PFX Group™ brings together a family of trusted companies including Recochem, Prestone, Adam’s Polishes, B&B Blending, Kost USA, Ultra Clear, POR and Auto-Chem, each with deep expertise, regional insight, and a shared commitment to engineering excellence.

From automotive and heavy‑duty thermal management systems to household and industrial solutions, our products are built for performance, reliability, and a commitment to sustainability. Join us and be part of a team that’s redefining what’s possible in fluid technology.

The Role

The IT Support Analyst serves as the first point of contact for end‑user technical support and is responsible for delivering desktop support services, managing hardware and software resources, and resolving technical issues.

This role supports the effective operation of IT systems and contributes to the overall efficiency of the organization’s technology environment.

Key responsibilities

• Serve as the first point of contact for IT support and assist in resolving technical issues.
• Log and prioritize IT incidents and service requests based on severity and business impact.
• Accurately record all support activities in the ITSM system.
• Handle support calls; explain appropriate escalation if First Call Resolution (FCR) is not achievable and communicate any delays.
• Ensure timely responses to all service requests and incidents.
• Adhere to service level agreements (SLAs) and escort issues as needed.
• Execute IT onboarding, offboarding, and related workflow processes.
• Maintain accurate records of loaned IT equipment.
• Coordinate IT equipment repairs; track progress, particularly for warranty items.
• Source quotes and procure hardware, software, and related equipment in alignment with IT standards.
• Order replacement components for faulty or upgradeable devices (e.g., mice, keyboards, hard drives, memory).
• Configure and deploy computers and mobile phones.
• Maintain an up‑to‑date inventory of hardware and software assets (PCs, laptops, printers, etc.).
• Work closely with Infrastructure and Applications teams as needed and when available.
• Create and update technical documentation, including work instructions and standard operating procedures.
• Participate in after‑hours support rotations as required.
• Be available for remote or on‑site support during on‑call periods; must be within one hour of company facilities.
• Occasional travel required, including the ability/need to rent a car. Valid driver’s license is required.
• Occasional work in company plants is required.

Key skills and attributes

• Safety – Follows safety procedures, completes required training, maintains a clean workspace, and promptly reports concerns.
• Teamwork – Respectful, courteous, and communicates openly and honestly. Shares necessary information in a timely manner.
• Problem Solving – Uses critical thinking to identify issues, prevent recurrence, and support change initiatives.
• Attention to Detail – Performs tasks accurately, follows procedures, and checks work to reduce errors.
• Customer Focus – Provides timely, quality support to internal and external users.
• Technical Aptitude – Continuously learns and demonstrates technical expertise across job functions.

Qualifications

• Solid knowledge of PC and network standards, including hardware.
• Proficiency in Microsoft Windows, Office, and common office applications.
• Experience with patch management tools (e.g., Intune, SCCM or equivalent).
• Experience configuring Cisco phones and managing printers via print servers.
• Good knowledge of Microsoft 365 tools (Teams, SharePoint, OneDrive).
• Strong written and verbal communication and customer service skills.

Education and experience

• Degree in Computer Science or related field preferred, or equivalent work experience.
• 3 - 5 years of experience in IT support or a combination of education and experience.
• Certifications (Microsoft, Cisco, CompTIA A+, etc.) are considered an advantage.
• ITIL certification or demonstrated knowledge of ITIL processes is preferred.

Physical requirements

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Able to lift and carry up to 50 pounds unassisted.
• Occasionally required to handle heavier equipment with tools or team assistance.
• Occasionally it involves bending, kneeling, or reaching in tight spaces such as under desks or inside server racks.
• May occasionally use ladders or step stools and work in server rooms or confined spaces.

*** The company reserves the right to change or revise this job description at any time.

What We Offer

• Competitive compensation
• Career growth opportunities – we prioritize internal promotions
• Employer funded retirement plan
• Comprehensive health benefits, including medical and dental coverage and Telemedicine
• Employee Assistance Program (EAP) – confidential support for mental health, financial advice, and more
• Paid vacation and statutory holidays
• Tuition assistance program – support for continued education and professional development.