Enterprise Technology Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• Provide comprehensive IT support and services for the organization's end-user computing environment.

• Deliver second-level support and prompt issue resolution via phone, email, remote assistance, or in person.

• Offer remote assistance to employees across all CFP locations, including home offices and during travel.

• Furnish in-person support at local facilities.

• Diagnose and troubleshoot issues related to PC hardware, peripherals, operating systems, Office 365, Teams, OneDrive, business applications, mobile devices, and network connectivity.

• Log and manage support requests in the Enterprise Support Desk ticketing system until resolution.

• Escalate unresolved issues to other IT support teams and collaborate with network engineers and system administrators.

• Create and maintain knowledge-base documentation for common issues and solutions.

• Install and configure software, drivers, and basic hardware; apply patches and updates as necessary.

• Track and manage IT equipment inventory, including distribution, setup, and retrieval.

• Adhere to IT security policies and promote security awareness through employee education.

• Engage in training, Kaizen activities, and general software/procedure training.

• Develop and recommend IT solutions utilizing standard technologies and best practices.

• Regularly visit Columbia locations to address site-specific issues, projects, and relationships.

• Provide support for desktops, laptops, servers, networking equipment, and accessories.

• Configure and troubleshoot Office 365 products, including OneDrive, Teams, and SharePoint.

• Investigate and resolve VOIP and mobile device issues.

• Administer Active Directory user accounts and security roles.

• Perform backup and recovery of business applications and data in collaboration with application owners.

• Participate in cloud, enterprise computing, and infrastructure projects.

• Collaborate cross-functionally on projects and escalated support requests.

• Work with vendors to diagnose and resolve issues.

⛳️ Requirements

• Bilingual in English and French.

• 3-5 years of relevant field experience.

• Proficient in Microsoft Office applications, including Word, PowerPoint, Excel, Outlook, and Microsoft Teams.

• Demonstrated problem-solving abilities.

• Exceptional troubleshooting skills for IT systems and equipment.

• Familiarity with Windows operating systems, Office 365, and Azure.

• Knowledge of PC, Mac, printers, and mobile devices.

• Understanding of Windows 11 and current Windows Server versions.

• Working knowledge of telecommunications, networking fundamentals, and associated equipment.

• Understanding of TCP/IP, DNS, WINS, DHCP, and Windows networking basics.

• Knowledge of browsers, proxies, SSL, encryption, and Internet technologies.

• Ability to diagnose and repair PCs, Macs, printers, and mobile devices.

• Availability during non-business hours.

• Willingness to travel domestically and internationally, including Canada and the United States.

• Up to 90 days of travel annually.

• Possession of a valid passport.

• Excellent verbal and written communication skills in English.

• Capability to lift and carry IT equipment weighing up to 50 lbs.

• Prior experience with Agile methodologies is preferred.

• Exposure to LEAN methods and practices is preferred.

• Relevant IT certifications such as A+, N+, Project+, ITIL, MTA/MCSA/MCTS/MCTIP are preferred.

🏝️ Benefits

• 401K.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life Insurance.

• Support from CFP Foundation for employees, their families, and the local community.

• Employee-owned company.

• Remote work arrangement.