IT Support Analyst

Nature's Path Foods; Richmond; Hybrid; CAD 70,000 - 77,000; Full time

Benefits offered by this job

Three weeks paid vacation

10% performance bonus

Great benefits

Job summary

A leading organic food company in Richmond is seeking an IT Support Analyst to act as the first point of contact for technical issues. This hybrid role offers a competitive salary ($70,000 - $77,000) along with a bonus, paid vacation, and benefits. The ideal candidate should have strong problem-solving skills and relevant IT certifications, providing support for a diverse range of hardware and software. Vehicle access is necessary for on-site support at the Delta production plant once a week.

Qualifications

• 2+ years of experience in IT Support with strong understanding of computer systems.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional.
• Strong ability to communicate using non-technical language.

Responsibilities

• Provide technical assistance and support for incoming queries and issues.
• Install, configure, and maintain computer systems.
• Manage and prioritize support tickets efficiently.

Skills

Problem-solving skills

Excellent communication skills

Customer service orientation

Experience with Windows and macOS

Experience with ticketing systems

Education

Bachelor’s degree in Computer Science or related field

Tools

Azure

M365 administration

Networking

Remote support tools

Job description

The IT Support Analyst involves being the first point of contact for internal users experiencing technical issues, providing timely and effective solutions to ensure smooth business operations. You will support a diverse range of hardware, software, and networking issues; contributing to the overall efficiency of our IT infrastructure. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a commitment to delivering exceptional customer service.

The day to day

• Serve as the primary contact for internal users seeking technical assistance, including troubleshooting hardware, software, and network issues
• Diagnose and resolve technical problems via phone, email, and in-person support
• Install, configure, and maintain computer systems, software applications, and peripheral devices
• Manage and prioritize support tickets in the IT service management system, ensuring timely resolution and follow-up
• Provide user training and support on various IT systems and applications
• Monitor and maintain IT inventory, including computers, printers, and other hardware
• Collaborate with other IT team members to identify and address recurring issues or potential improvements
• Assist with system updates, patches, and upgrades as needed
• Maintain documentation for IT procedures, support processes, and troubleshooting guides
• Adhere to IT security policies and practices to safeguard organizational data and systems

Qualification

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience
• Proven experience (2+ years) in IT Support, with a strong understanding of computer systems, software, and networking
• Proficiency in Windows and macOS operating systems
• Good understanding of Azure, M365 administration, networking, and server management
• Experience with ticketing systems and remote support tool
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCIT)
• Strong customer service orientation with a patient and professional demeanor, and the ability to communicate using non-technical language
• Participate in the scheduled on‑call rotation, providing after-hours support as required. Additional compensation is provided for on‑call duty

Preferred Skills

• Experience with Active Directory, DNS, and DH
• Knowledge of network troubleshooting tools and methodologies
• Experience with virtual environments and cloud services
• Experience with ITIL or other IT service management framework
• Ability to script or automate tasks using languages such as PowerShell or Python
• Willingness to provide on-site support at the Delta production plant one day a week (mileage compensated)

Notes

• This role is a hybrid position (three days in the office) based out of our HQ in Richmond BC
• Salary will be based on experience and range between $70,000 - $77,000 with a 10% bonus
• Three weeks paid vacation and great benefits are also included
• You will need a vehicle to travel to Delta 1x a week