IT Richmond BC
I.T. Support Line - Service Analyst
Responsibilities include:
- Provide technical support to end-users at both the head office and retail locations, including troubleshooting hardware and software issues.
- Support and maintain the POS systems including peripherals (e.g. receipt printers, barcode scanners, cash drawers etc.) at retail locations.
- Monitor, respond to and resolve all escalations in a timely manner coming in via phone, email and or tickets.
- Ensure all escalations are documented and tracked in the ticketing system.
- Assist with software installations, configurations, and upgrades as needed.
- Ensure all technical issues are prioritized and escalated when necessary to the appropriate IT teams.
- Provide basic troubleshooting for networking and connectivity issues.
- Document and maintain knowledge base articles for common IT issues and solutions.
- Assist with onboarding of new users.
- Utilize and maintain helpdesk tracking software.
- Follow up customer calls when necessary.
The successful candidate will possess:
- Must be able to multitask and prioritize
- Strong problem-solving skills with the ability to diagnose and resolve technical issues quickly.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Must be able to interface with Senior Management and Executives within Head Office.
- Professional image, reflecting positively on the company.
- Highly organized and able to multitask effectively and work under changing priorities.
- Initiative to isolate and solve problems.
- Ability to relate to all levels of personnel.
Education \& Knowledge:
- High School diploma.
- College courses or vocational training courses in Information Technology is preferred but not mandatory.
- Strong desktop and hardware skills would be an asset.
- Proficient in various Microsoft Windows and Office suites
- Proven experience in IT support, with a focus on retail.
- Knowledge of point-of-sale systems and software.
- Experience with ticketing systems.
We also offer a comprehensive benefits program including:
- Health \& Wellness
- Comprehensive medical, dental, prescription drug and vision coverage for you and your family
- Helping you plan for your future with Company matched RRSPs
- Employee Discount Program
- Ongoing in-house Training \& Education Courses
- Postsecondary Entrance Scholarships for you or your children
- Free confidential counselling through our Employee Family Assistance Program
- Employee Recognition Program
Apply Now!
