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About the role
- Enterprise Technology Analyst providing Tier 2 support for Columbia Forest Products’ end-user computing environment. Troubleshooting Microsoft, hardware, networking, cloud, security, and business application issues.
Responsibilities
- Deliver comprehensive IT support and services for the organization’s end-user computing environment
- Provide second-level support and timely issue resolution by phone, email, remotely, or in person
- Provide remote assistance to employees at all CFP locations, including home-based offices and while traveling
- Provide in-person support at local facilities
- Diagnose and troubleshoot PC hardware, peripherals, operating systems, Office 365, Teams, OneDrive, business applications, mobile devices, and network connectivity
- Log and manage support requests in the Enterprise Support Desk ticketing system through resolution
- Escalate unresolved issues to other IT support teams and collaborate with network engineers and system administrators
- Create and maintain knowledge-base documentation for common issues and solutions
- Install and configure software, drivers, and basic hardware; apply patches and updates
- Track and manage IT equipment inventory, including distribution, setup, and retrieval
- Follow IT security policies and promote security through employee education
- Participate in training, Kaizen activities, and general software/procedure training
- Develop and recommend IT solutions using standard technologies and best practices
- Routinely visit Columbia locations to address site-specific issues, projects, and relationships
- Support desktops, laptops, servers, networking equipment, and accessories
- Configure and troubleshoot Office 365 products including OneDrive, Teams, and SharePoint
- Investigate and resolve VOIP and mobile-device issues
- Administer Active Directory user accounts and security roles
- Perform backup and recovery of business applications and data with application owners
- Participate in cloud, enterprise computing, and infrastructure projects
- Work cross-functionally on projects and escalated support
- Work with vendors to identify and resolve issues
Requirements
- Bilingual in English and French
- 3-5 years relevant field experience
- Proficient with Microsoft Office applications, including Word, PowerPoint, Excel, Outlook, and Microsoft Teams
- Proven problem-solving skills
- Excellent IT systems and equipment troubleshooting skills
- Knowledge of Windows operating systems, Office 365, and Azure
- Knowledge of PC, Mac, printers, and mobile devices
- Knowledge of Windows 11 and current Windows Server versions
- Working knowledge of telecommunications, networking fundamentals, and equipment
- Understanding of TCP/IP, DNS, WINS, DHCP, and Windows networking fundamentals
- Understanding of browsers, proxies, SSL, encryption, and Internet technologies
- Ability to diagnose and repair PC, Mac, printers, and mobile devices
- Availability during non-business hours
- Availability for domestic and international travel, including Canada and the United States
- Up to 90 days of travel per year
- Current passport
- Excellent verbal and written communication skills in English
- Ability to lift and carry IT equipment up to 50 lbs
- Prior experience with Agile methodologies preferred
- Exposure to LEAN methods and practices preferred
- Relevant IT certifications such as A+, N+, Project+, ITIL, MTA/MCSA/MCTS/MCTIP preferred
Benefits
- 401K
- Medical insurance
- Dental insurance
- Vision insurance
- Life Insurance
- CFP Foundation support for employees, employees' families and the local community
- Employee-owned company
- Remote work arrangement
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