IT Specialist

About the role

A member of the service desk team, this role provides 1st & 2nd line IT infrastructure and applications support to Renolds internal customers. The position ensures that requests are prioritized and managed efficiently and timely, acting as the first point of contact for all IT-related requests and representing the business IT function professionally.

Responsibilities

• Provide first point of contact for all IT-related incidents and service requests.
• Log, manage, and maintain all support activities via the IT service management platform.
• Prioritize and manage workload to deliver effective support to the business and customers.
• Perform proactive monitoring, error logging, fault tracking, and problem management to ensure optimum service availability.
• Conduct daily IT checks, document results, and log, resolve, or escalate issues as necessary.
• Manage fundamental IT processes such as starter/leaver, equipment, and service provisioning.
• Follow and implement all requirements and guidelines from head office.
• Report risks of IT abuse or policy violations and assign IT equipment (laptops, cell phones, etc.) to associates.

Requirements

• Strong knowledge of ERP systems (Syspro experience preferred).
• 2+ years of network and help desk experience.
• Excellent customer service skills and experience in a busy service desk environment.
• Excellent grasp of IT infrastructure and networking fundamentals (DNS, DHCP, TCP/IP, Switching, Routing).
• Good working knowledge of Microsoft technologies (Office 365, Windows Server, AD, Exchange, Office).
• Exposure to IPT or UC environments.
• Strong problem diagnosis and troubleshooting skills.
• Ability to perform well under pressure and deliver to agreed timescales.
• Ability to work independently with minimal on-site supervision.

Qualifications

• Information Technology-related degree (desirable).
• ITIL Foundation certification (desirable).
• IT-related professional qualification (desirable).

Skills

• Solid troubleshooting abilities for diagnosing and fixing hardware/software issues.
• Analytical acumen to analyze complex issues and devise effective solutions.
• Ability to implement and follow standards.
• Critical thinking and adaptability to support varying business needs.
• Project management skills, including adhering to budgets and timelines.
• Ability to escalate issues appropriately.

Working Environment

The role operates in both manufacturing and office facilities. Support is provided remotely and on-site at the Woodland, Washington facility, with additional sites in:

• Newberg, Oregon
• Surrey, BC
• Montreal, Quebec
• Quebec City, Quebec

Up to 20% travel may be required. Physical demands include sitting, standing, reaching overhead, bending, squatting, climbing, or crawling at times. Lifting up to 25 lbs is required; anything over 25 lbs requires a team lift.