It Support Center Analyst Tier I (2023-8439)

We are a solutions-driven, customer-focused provider of material handling, storage, and automated systems solutions and we take pride in knowing that your actions boost our customers’ productivity. We are looking for customer-focused, self-starting individuals to join our team and make a difference. If that sounds like you, join the Johnston Equipment team today!

Position Summary

The role will be responsible to provide hardware and software support for various computer/network systems and devices across the country. The role will maintain and troubleshoot computers, printers, and provide hardware/software support for iPhones and iPads. You will also maintain devices/accessories, including their asset inventory/data plan, and provide back up support for other IT staff as required. The role will have a full understanding of our current device plans, deployment process, and knowledge on how to provision and configure the devices.

As the incumbent will be interacting with employees at all levels of the organization, you must adopt a respectful, professional, and supportive approach to help others by applying preventative maintenance solutions.

How You’ll Make An Impact

You will be part of an essential team in the IT Department, in which your primary goal will be to support employees nationally to promise the best user experience.

Customer Service

• Identify possible future problems (related to hardware, software and mobile devices or troubleshooting issues) and escalate as required
• Ensure stability of the desktop environment through image testing and help desk monitoring
• Escalate any viral and other security threats to Sr. IT staff (System and Network Admin + Management)
• Monitor virus outbreaks and provide rapid response to critical situations
• Determine fixes through IT-related support groups, web sites and or information sharing associates
• Follow the direction of Sr IT staff related to planning, creating and deploying security and device management policies
• Assist in maintaining corporate liability by tracking and monitoring asset inventory of mobile device hardware + supplies and computers + accessories. Hardware/Software/Desktop Support
• Troubleshoot PC hardware/software, and network communication issues
• Attend departmental meetings and actively participate
• Maintain/File IT-related guides/documents/forms as required and schedule/insert back-up tapes for offsite storage rotation.
• Identify process improvement opportunities, share with the IT team Back-Up Support
• Collaborate with Senior Staff to complete IT related projects as required
• Assist in New Employee and Termination Processes from start to finish including filing of paperwork/forms as required
• Update all assigned tickets capturing troubleshooting activities and resolution and take ownership until closure
• Provide training/orientation to users on an as-needed basis
• Keep up to date on the latest security holes in the desktop environment and issue updates as necessary
• Protect desktop/server operating systems against the latest virus threats with anti-virus protection
• Communicate IT policies and processes to users and managers as required.
• Check for security issues and take action to protect all components on the internal network as required
• Assist end-users via telephone, e-mail, with a wide range of questions, problems and requests with their mobile connectivity needs Research and Development
• Monitor and track incidents, Requests, and Inquiries in the Service Desk ticketing system in support of the incident and problem management process; recognize high priority tickets and take action within the expected response time
• Deploy, upgrade and maintain system hardware/software and support various operating systems and applications as required.
• Assist with testing new equipment and determine compatibility to the Johnston environment and with documentation of current processes and new processes
• Respond to IT Help Desk support tickets/calls in a timely, professional and supportive manner
• Assist with research of the latest technologies and make recommendations for purchase or upgrades as needed
• Ensure the stability of desktop operating system environments through monitoring of software patches, operating system updates, etc.
• Review, prioritize and/or escalate IT Incidents and Requests Administration
• Setup PC’s, printers, devices at workstations, iPhones, iPads, mobile devices as required.
• Test new software and equipment

What You’ll Bring to the Table

• Excellent time management and organizational skills
• Proficiency in French and English (Bilingual) will be an asset
• Post-secondary degree or diploma within the Information Technology field
• Proactive, helpful attitude and a drive to take initiative on expanding their knowledge.
• Attention to detail in all areas of work with strong problem identification and problem resolution skills
• Excellent problem-solving skills will be crucial in assisting others
• 2-5 years of experience providing technical support, preferably in a corporate environment

Why You’ll love it here

• We trust and support you - take ownership of your work and push your ideas from inception to execution
• We want to see you grow - we support your career progression and provide learning and development opportunities
• We offer a competitive salary, incentive program, and an excellent benefits package

While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.

G.N. Johnston Equipment is committed to building a diverse and inclusive workplace. Qualified designated group members are encouraged to apply as any reasonable accommodation of qualifications will be considered as per our Accommodation Policy, available upon request.

About Johnston Equipment

Johnston Equipment provides material handling equipment to move product in, out and throughout warehouses; service solutions and tools to better manage warehouse productivity; racking, storage and automated system solutions to optimize the storage and movement of goods; and programs to protect material handling assets and the people who utilize them. We are continually striving to create better and more advanced solutions as well as provide the highest quality service.

We are growing and need talented professionals to drive our vision to create an effortless experience for our customers by delivering our products and services in an efficient and safe manner. Join us…. Make a difference!

Additional Qualifications

Education

• Certificates & Designations, Post secondary education is required

Skills

• Excellent troubleshooting skills in hardware and software issues (laptops, desktops, smartphones)
• Work Experience, 2 Years - Related Work Experience
• Collaborates with Others, Recognizes Importance of Teamwork
• Ability to prioritize
• Achieves Results