IT Service Desk Analyst

West Coast Reduction Ltd.; Vancouver; Hybrid; CAD 50,000 - 60,000; Full time

Benefits offered by this job

Extended health benefits

RRSP matching after 1 year

Job summary

West Coast Reduction Ltd. is seeking an IT Technical and Application Support specialist to provide first-level technical assistance across all divisions. The role covers troubleshooting, system maintenance, and user support for a range of IT applications and devices.

The position involves working with operating systems, network connectivity, and software upgrades, with occasional after-hours on-call duties and travel to local sites in the Lower Mainland.

Qualifications

• 2 years of experience in a technical support role with a focus on customer service.
• Strong knowledge of Windows hardware and software, including Microsoft Office, SharePoint, and OneDrive.
• Experience with helpdesk ticketing systems is required.
• Ability to travel to other local sites in the Lower Mainland occasionally.

Responsibilities

• Provide timely technical support and troubleshooting guidance for operating systems, network connectivity, internet, and computer application issues.
• Investigate and resolve problems related to technical assistance and support.
• Support users through direct coaching or remote assistance as required.
• Assist in upgrading and testing operating systems and software upgrades.
• Install and configure computer systems and software within established standards.
• Perform preventative maintenance tasks by applying fixes, patches and updates.
• Diagnose and solve hardware/software issues in-person and remotely.
• Create knowledge base documentation within the IT department.
• Assist with ad-hoc IT projects including new network systems and hardware upgrades.
• Occasional evening or weekend work and rotating after-hours on-call duties.

Skills

Good communicator

Customer service & multitasking

2 years technical support

Tools

Windows hardware/software

Microsoft Office

SharePoint

OneDrive

Helpdesk ticketing systems

Job description

West Coast Reduction Ltd. - Nothing Left Behind* At West Coast Reduction, nothing is important to us. Because when there’s nothing left - that is when we’ve done our job. We collect food waste and by-products from food producers, like farms, restaurants, bakeries and even supermarkets, transforming them into ingredients used in animal feed, renewable energy and thousands of other products we use every day. Our efforts contribute to a sustainable local food supply and help us all live in cleaner and healthier communities. Visit our Company website at www.wcrl.com to learn more.

The IT Technical and Application Support is responsible for providing first level technical support across all WCRL Divisions and affiliate companies for IT systems, and performing maintenance tasks on network connectivity, mobile devices, desktop and laptops PCs, software and applications. The daily responsibilities include problem solving of general issues submitted to the IT Help Desk for a variety of business applications, operating systems, workplace productivity tools, laptops, telecommunications, and network services.

Annual base salary range $50,000 to $60,000

WHY JOIN OUR TEAM?

• Build a stable career with a reputable, family-owned company of more than 450 employees
• Continuous training and development available
• Full compensation package provided to full-time employees (including extended health benefits)
• Generous RRSP matching for employee contributions after 1 year

SPECIFIC ACCOUNTABILITIES & RESPONSIBILITES

• Provide timely technical support and troubleshooting guidance pertaining to operating systems, network connectivity, internet, and computer application issues
• Investigate and resolve problems related to technical assistance and support
• Support users through direct coaching or remote support, as required
• Assist in upgrading and testing of operating systems and software upgrades
• Installation and configuration of computer systems and software within established standards
• Perform preventative maintenance tasks by implementing fixes, patches and updates as needed
• Diagnose and solve hardware/software issues both in-person and remotely
• Creation of knowledge base documentation within the IT department
• Assistance with ad-hoc IT projects including implementation of new network systems, hardware upgrades, network upgrades and others
• Assist with occasional evening or weekend work and rotating on-call after-hours support
• Foster a positive team and company culture by ensuring treatment of others is respectful and aligned with company values
• Perform other duties as assigned by Manager or Supervisor

QUALIFICATIONS & FUNCTIONAL REQUIREMENTS

• Good communicator
• Excellent customer service skills and ability to multitask
• 2 years of experience in a technical support role or similar capacity with a focus on customer service
• Strong knowledge of various Windows computer hardware and software applications, including Microsoft Office, document management systems such as SharePoint, OneDrive, etc.
• Prior experience with helpdesk ticketing systems a requirement
• Ability to travel to other local sites in the Lower Mainland on an occasional basis