Description
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!
Job Summary
Reporting into the Manager, IT Support, the IT Support Centre Analyst - Tier I provides IT customer service support to employees across Canada. Provide hardware and software support for various computer/ network systems and devices across the country. Maintain and troubleshoot computers, printers, and other IT-related equipment. Provide backup support to Tier III IT staff as required.
Customer Service
- Respond to IT Help Desk calls/ emails in a timely, professional, and supportive
- manner
- Communicate IT announcements to users and managers as required
- Review, prioritize, and/ or escalate IT incidents and requests
- Act as a single point of contact and troubleshoot before escalating issues to Tier III staff, management, or external vendors
Administration
- Monitor Network Support shared email mailbox for all incoming support emails and respond in a timely manner
- Administer and maintain Microsoft Office 365 license subscriptions and deployments across the country
- Maintain IT-related guides/ documents as required
- Attend and actively participate in department meetings
- Track and monitor asset inventory of hardware and software, including the
scrapping process
- Execute Joiner/Leaver SOPs as required and in a timely fashion
- Hardware/ Software/ Desktop Support
- Setup PCs, printers, and devices at workstations as required
- Troubleshoot PC hardware/ software and network communication issues
- Maintain and upgrade system hardware/ software as required
- Support various operating systems and applications
- Provide training/ orientation to users on an as-needed basis
- Deploy hardware and software as needed to users across the country
- Identify possible future problems (related to hardware and software) and escalate as required
Research and Development
- Research the latest technologies and make recommendations for purchase or upgrades as needed
- Test new software and equipment and determine compatibility to the Konstant environment
- Monitor the latest viral malware and other security threats
- Ensure stability of the desktop environment through system testing
- Determine fixes through IT-related support groups, websites, and or information sharing associates
- Identify process improvement opportunities and share with the BT team
- Actively participate in researching/ testing/ recommending new hardware for end users
Additional Responsibilities
- Check for security issues and take action to protect all components on the internal network as required
- Ensure the stability of desktop operating system environments through monitoring of software patches, operating system updates, etc.
- Test new software and equipment
- Protect desktop/ server operating systems against latest virus threats with anti-virus protection
- Monitor virus outbreaks and provide rapid response to critical situations
- Keep up to date on the latest security holes in the desktop environment and issue updates as necessary
- Collaborate with Tier III staff to complete IT-related projects as required
Job Requirements & Qualifications
- Associate or Technical School degree preferred or equivalent combination of education and professional work experience
- 5-7 years of IT customer service experience
- Proficient in IT troubleshooting skills
- Proficient in current technology platforms
- Ability to work under tight deadlines
- Ability to work as part of a team or independently with little or no supervision
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!
