Technical Support Analyst

Position Summary

The Technical Support Analyst is part of the North American support team, reporting to the IT Technical Support Manager. The Technical Support Analyst provides assistance to end users, IT infrastructure, and services. This role assists with a variety of tools and technologies, including hardware, software, printing, hardware/software installations, email, operating systems, networking, web support, telecom, mobile devices, and general technical troubleshooting.

Responsibilities

Essential functions include but are not limited to:

• Provide end-user and site support for CONVOY, with some involvement in SOPREMA Group brands.
• Respond to requests in the ticketing system, handling level 1 and 2 support tickets.
• Maintain Active Directory and Office 365 accounts (users, groups, emails, computers, etc.).
• Deploy and support hardware, software, and mobile devices.
• Manage training, procedure generation, and implementation.
• Support VOIP phone systems.
• Provide local and remote A/V and network infrastructure support (data/fax/voice, etc.).
• Perform other related tasks as assigned by the manager or supervisor.

Decision Making and Problem Solving

• Prioritize ticket and project workloads and provide timely, customer service-oriented support.
• Troubleshoot, diagnose, and resolve technical issues, ensuring communication and follow-up until resolution.
• Adjust schedules and plans in response to unplanned events, thinking quickly and adapting as needed.
• Incorporate feedback from others to develop solutions and improve processes.
• Make procurement decisions in line with the organization’s IT budget and strategy.
• Build and maintain relationships with vendors.
• Allocate specific tasks to contractors or subcontractors.
• Manage assigned projects, including planning, timelines, status updates, and completion of objectives.

Requirements

• College Degree in Information Technology
• 2+ years of experience in IT support.
• Strong understanding of MS Windows OS installation, support, and troubleshooting.
• In-depth knowledge of MS Office 365 and LAN/WAN networking.
• Excellent customer service skills.
• Ability to travel throughout Canada and the U.S.

The Offer

• Competitive salary
• Flexible Benefit options
• Paid sick time
• Short and long term disability coverage
• Employee referral bonus program
• Paid training/tuition reimbursement
• Overtime available in peak periods
• Internal Promotions

Company Overview

Convoy Supply, founded in 1972, is a leading wholesale distributor of construction materials with over 40 locations across North America. Convoy prides itself on being the most responsive, problem-solving and fun place for our customers to conduct business.

Convoy can be a job or a career. Find out more at:
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