IT Service Desk Analyst

Are you interested in working for a company that offers both a challenging work environment and a rewarding career path?  Our Information Technology team has an immediate opening in our Germantown Corporate Office for an IT Service Desk

Analyst:

What You Will Do:

• • 1st and 2nd level technical support to internal staff and contractors
• Understand and support technology services used by West Fraser
• Respond to telephone, ticket queue, IM queue, and Walk-ins
• User management via Service Manager, Active Directory and Office 365 Admin

consoles (i.e., membership to software groups, email distribution lists, exchange, Office 365 licenses and settings, etc.)

• Properly document steps taken to resolve incidents, including all

successful and unsuccessful actions taken through to resolution in the

• designated ticketing system
• Perform remote fixes at the desktop level, including installing and

upgrading software, implementing file backups, and configuring systems and applications

• Escalate incidents as required
• Identify and escalate trends and emerging situations allowing the IT

Department to maintain service levels

• Perform post-resolution follow-up on incidents
• Develop help sheets and frequently asked question lists for end users
• Facilitate user access management requests
• Perform or coordinate access management reviews
• Perform routine operational duties (e.g. reviewing log files)
• Required to work after hours and weekends at times
• Perform and/or coordinate asset inventory reconciliations
• Perform corporate IT purchasing/receiving tasks as require
• Special projects and other duties as assigned

What Qualifications, Education, Experience, Skills you will need:

• Post-Secondary Information Technology degree, diploma, or equivalent

experience:

• 2-3 years of previous IT Service Desk experience (required)
• ITIL certificate (Asset)
• Bilingual - French (Strong Preference)
• Experience working in the ServiceNow ticketing system (Asset)
• Excellent written and verbal communication skills
• Strong problem-solving skills with the ability to analyze and make an educated

decision

• Detail-oriented
• Strong communication and interpersonal skills
• The ability to work cooperatively and collaboratively with other team members
• Experience with mobile platforms iOS and Android
• Strong knowledge of Microsoft products –

-Windows 7, Windows 10 -Excel, Word, PowerPoint, Outlook, Teams -Office 365

• Ability to periodically travel
• Safety is a core value, so individuals must always remain alert and aware of

their surroundings

Our highly competitive compensation package and outstanding benefits include:

• Benefits starting Day 1
• Competitive starting pay
• On-the-job training
• A culture that strongly believes in promoting from within
• Medical
• Dental
• Vision
• 401k with company matching & retirement contribution
• Employee Stock Purchase Plan
• Life Insurance
• Disability Insurance
• Paid vacations and holidays
• Employee Assistance Program

Invitation to Apply:

If you are ready to build your career in a company that thrives on growth, a safe work environment, rewarding work, challenge, and opportunity, come build your career with us at West Fraser: www.westfraser.com [http://www.westfraser.com/]

We thank all candidates for their interest; however, only those selected for an interview will be contacted. Please apply through our online application process as resumes will not be accepted at the site. No phone inquiries, please.

Offers of employment are contingent upon successful completion of a pre-employment background check, and a drug screen test.

About Us:

West Fraser offers exciting career paths in trades, operations, professional services, engineering and forestry across more than 50 locations in Canada, the U.S., the U.K. and Europe.

From lumber to engineered wood products, West Fraser delivers high-quality, naturally renewable building materials to the world. In all aspects of our business, we’re committed to responsible product sourcing and harvesting practices, backed by globally-recognized forest certifications.

Diversity:

At West Fraser, we strongly believe promoting diversity and inclusion is essential to our success. Our commitment to creating inclusive workplaces is reflected in our core values, and we constantly strive to foster a culture that values and respects every individual’s unique background and perspective. By

joining us, you will have the opportunity to be a part of a team dedicated to shaping a brighter future by embracing diversity and promoting inclusivity. Join our team at West Fraser and help us build a more diverse and inclusive community.