IT Support Analyst

Champion Petfoods; Edmonton; Hybrid; CAD 50,000 - 80,000; Full time

Job summary

An established industry player in the pet food sector is seeking an IT Support Analyst to enhance its operations. This hybrid role involves swiftly resolving technical issues, managing hardware and software setups, and ensuring seamless communication across platforms. The ideal candidate will have a strong technical background, exceptional communication skills, and a passion for problem-solving. Join a company dedicated to safety and quality, where your contributions will help shape the future of pet care. If you're ready to take your career to the next level in a supportive environment, this opportunity is for you.

Benefits

Free Bag of Premium Pet Food each month

Free Parking

Medical Benefits

Dental Benefits

Vision Benefits

Education Assistance Program

RRSP with Company Matching

Employee Assistance Programs

Continuing Education Opportunities

Competitive Wages

Qualifications

• 3+ years of relevant IT support experience required.
• Hands-on experience with primary technologies including Microsoft Windows and VOIP.
• Degree or diploma in Computer Science or related field.

Responsibilities

• Provide technical support for end-users via various channels.
• Troubleshoot and repair desktop/laptop PCs and peripherals.
• Ensure IT ticketing system is updated with accurate records.

Skills

Microsoft Windows

VOIP Systems

Microsoft O365

Analytical Skills

Interpersonal Skills

Communication Skills

Education

Degree in Computer Science

Diploma in Computer Science

Tools

ITIL

Job description

Changing the World, One Kibble at a Time

Champion Petfoods is expanding! We are excited to announce we are looking for an 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 IT Support Analyst is tasked with swiftly resolving end-user technical problems to maintain company-wide computer operations, recording issues in Champion Petfoods' IT ticketing system, facilitating problem diagnosis and guiding users towards fixing issues while communicating complex solutions clearly. Additionally, the role involves setting up and maintaining hardware and software, plus helping to evaluate new technology for efficiency and compatibility with current systems.

Reporting to the Manager, Desktop & IT Support, this position is hybrid (Remote and In-office) and based at the Champion headquarters in Edmonton and involves travel to additional Champion sites (Acheson, Morinville, Yellowhead).

What a typical day looks like :

• Deliver prompt and effective technical support for information systems to employees and independent contractors across the organization, directly, or through phone, email, or other communication channels.
• Execute on-site troubleshooting and repairs of desktop / laptop PCs, printers, and various peripherals.
• Serve as a knowledgeable adviser on issues pertaining to voice over internet protocol and data telecommunications.
• Manage the facilitation of communication-related relocations, changes, or additions with external vendors and internal corporate teams.
• Determine suitable technology solutions through consultations with relevant departments, researching requirements, and adhering to technical standards.
• Provide assistance in technical planning and backing for upgrades, new software implementations, system integrations, and help establish guidelines and procedures for using standardized IT hardware and software.
• Ensure the IT ticketing system is updated promptly with accurate records of issues and resolutions; consistently analyze these records to spot trends and problem areas to undertake pre-emptive maintenance or repairs.
• Troubleshoot and address minor networking problems such as local area network access, and efficiently manage the repair of IT equipment under third-party maintenance contracts.
• Compile and submit regular reports on network status, summaries, and other documentation as needed.
• Exhibit an extensive understanding, professionalism, and cordiality when responding to end-user inquiries about standard hardware and software use, Internet access, password recovery, system configurations, etc.
• Provide instructional sessions for end users when necessary or instructed, and partake in educational courses, workshops, or conferences as mandated.
• Configure and distribute computers and mobile devices to personnel according to organizational standards.
• Support the management and upkeep of deployment services and endpoint management systems.

What are we looking for?

• Candidates should have a Degree or Diploma in Computer Science or a related field.
• At least 3 years of relevant work experience is necessary.
• Applicant should feel at ease working in both office settings and industrial facility / warehouse spaces.
• Must be willing to commute to various Champion sites across Edmonton as required.
• Candidate should possess hands-on experience with the company's primary technologies used by end-users, including Microsoft Windows, VOIP Systems, and Microsoft o365.
• Exceptional interpersonal and communication skills are required, both spoken and written, with the capacity to effectively convey concepts and engage in technical discussions with non-technical customers.
• Should demonstrate strong analytical skills, with the aptitude to identify issues and devise and apply solutions promptly within a time-constrained environment.
• Needs to have solid organizing skills, which include the ability to manage tasks, prioritize actions, and execute them, frequently within tight deadlines.
• Must be capable of dismantling and reassembling all machinery in the department for cleaning purposes.
• A current and valid Driver’s License (excluding motorcycle) is essential, with willingness to travel between the company's locations and take on temporary assignments at other Company facilities when needed.
• Prepared to work beyond regular business hours, including evenings and weekends if required, and to be reachable (via company cell phone) for providing after-hours IT support to corporate employees.
• Participation in the weekly On-Call rotation is expected.
• Experience with ITIL in managing incidents, changes, problems, requests, and events is also sought.

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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