IT Support Analyst (Bilingual French and English)

Extended Health benefits, Great work environment, Opportunity for growth, RRSP, EAP

RG Henderson

Who we are :

RG Henderson, a division of Heritage Food Service Group of Canada, is the largest service provider for the food service industry in Toronto (GTA) with operations in the south-western Ontario area. We have over 100 years of history and our licensed, factory-trained technicians minimize downtime and prioritize urgent service. In addition, we have an extensive support team to drive service excellence and we maintain a sizable inventory of OEM parts. We are the industry leader in Canada, and we care beyond service!

IT Support Analyst : What will you do ?

The IT Support Analyst is responsible for working with the IT team to provide remote and onsite support to end-users for a variety of hardware and software applications within a fast-paced environment. The IT Support Analyst will support all level of incidents from Level 1 up to and including Level 3 issues, as well as project related work, so that team members can service customers and other stakeholders. Our business is heavily dependent on Information Technology and this individual holds a crucial role to ensure the success of day-to-day business operations.

Your Duties and Core Responsibilities will be :

• Supports all aspects of the IT operations (ie. hardware, software, network) with direction from the IT Support Analyst Team Lead and the Director, IT.
• Directly interface with customers to assess reported problems, complete remediation steps, and assist in maintaining a high degree of availability for all production environments, in a professional manner. This would include, but not exclude, updating user accounts, network and Internet support, end-user hardware support, perform hardware refreshes and system updates (including application updates), business system support, applying OS and business system patches, troubleshooting business system issues, submitting and following up on issue request tickets, and assisting with the adherence of company IT policies and processes.
• Consult user guides, technical manuals and other documents to research and implement solutions.
• Administer the System Center Configuration Manager platform's day-to-day operations and processes, to support the health of the overall client environment and reduce vulnerabilities to the network. This would include the programming, packaging, and configuration of all deployable applications, updates, and security patches; creation and maintenance of all system images; as well as the buildout and maintenance of distribution points and task sequences to ensure reduced impact to the network and user community.
• Install, maintain, and support company hardware and software including, but not limited to, client equipment; copiers and printers; hand scanners and Zebra thermal devices; audio / visual equipment; mobile phones; and tablets.
• Execute full system virus and malware scans, mitigating any threats present on the network
• Works with the IT team to maintain data security by monitoring systems and logs; ensuring data is backed up, archived, and purged as necessary; preventing intrusions; and using whatever means necessary to maintain data integrity
• Assist in maintaining the Support Desk ticketing system to manage, prioritize, document, and successfully close customer reported problems in a time sensitive manner. This would include the maintenance of custom programming within the environment and completing performance tuning and optimization (PTO) of the system database.
• Monitor the Heritage environment and proactively report potential problem areas.
• Provide and / or support in-house user training as required.
• Update and maintain documentation to include system configurations; disaster recovery processes / procedures; equipment inventories and locations; educational material; and how-to documents to aid in system usage.
• Support all project work on an as needed basis and other duties as assigned.

Your Qualifications (Education, Experience, and Licenses / Certifications) are :

• Minimum high school graduation required. Completion of a post-secondary technical IT program at an accredited institution is preferred.
• Minimum of 3 years of relevant IT and client support experience.
• Relevant system certifications are preferred.
• Applicant must possess thorough understanding and experience within an enterprise client environment, to include applications, configuration, deployment, support, as well as Active Directory / Exchange account management.
• In depth knowledge and experience within the Microsoft SCCM platform, to include patch management; distribution point builds; application packaging and deployments; image standardization; and reporting is highly desirable.
• Experience with Group Policy, PowerShell, Print and File services, virtual environments such as VMware, Voice over IP (VOIP) systems, as well as LAN / WAN technologies is desirable.
• Knowledge of business applications (ERP or financial systems), communication platforms, and IT processes a plus.
• Knowledge of networking, operating system, and server architectures.
• Demonstrated ability and proficiency in MS Office suite of applications

Your Required Knowledge, Skills and Abilities are :

• Customer focused, responding quickly to customer needs and interacting successfully with all levels of employees within the organization.
• Ability to work in a team environment as an individual contributor; working in an atmosphere of respect and care, and providing support to each other and our customers, emphasizing communication to achieve our common goals.
• Ability to exercise independent discretion and make decisions in a time sensitive environment with minimal or no supervision.
• Demonstrates an eagerness to learn; and expand technical knowledge and experience, keeping up with current technical developments and performing complex tasks.
• In-depth problem solving; solving difficult problems through careful and systematic evaluation of information, possible alternatives, and consequences.
• Detail-oriented and organized, with attention to accuracy, good research skills, analytical and problem solving ability, ability to multi-task and work under pressure to meet deadlines; effectively organizing and planning work according to organizational needs by defining objectives and proactively anticipating needs and setting priorities.
• Ability to keep information confidential.
• Ability to explain technical concepts and theories to nontechnical audiences.
• Available to participate in the on-call rotation shift.
• Availability for night / weekend work during system outages, upgrades, or changes as necessary.
• Valid provincial driver's license.
• Preferred use of personal vehicle that is insured and in good repair for use over the course of business; mileage will be reviewed and reimbursable in accordance to CRA guidelines.
• Clean driver's abstract.
• Work background checks.
• Fluency in English is required and French is an asset

You have recognized yourself in this job description ? You think you could be a good fit in that role ? Don't hesitate and apply now !

RG Henderson https : / / rghenderson.prevueaps.com