Information Technology Analyst – Tier I

Company Description

With over 115 years of experience, EMCO Corporation is a leading national wholesale distributor of plumbing, HVAC, waterworks, and industrial products to the construction industry. We provide quality and cutting-edge products that help support residential, commercial and infrastructure initiatives across Canada.

At EMCO Corporation, we are committed to providing sustainable solutions to our customers and communities in which we live and serve. Our talented and passionate team members are the key to our success. We empower our team members to act like owners and make a difference within our business through striving for innovation and providing excellence in customer service.

We offer a fun, fast-paced and dynamic workplace. We work as a team, share core values, and support each other’s growth and development. As our teammate, you will have the opportunity to continually develop your skills through ongoing training, have the opportunity to be innovative and try new things, and work alongside passionate colleagues with diverse backgrounds and experiences. We are a team of enthusiastic individuals who are dedicated to meeting and exceeding the needs of the customers we serve.

Job Description

Position Summary

As a member of the IT Operations Team the IT Support Analyst is responsible for providing first line technical support to Emco teammates working out of our over 280 locations across Canada and at our National Support Centre in London, ON. The Tier I IT Support Analyst will ensure Emco teammates are receiving the highest quality of customer and technical support services in adherence with established service levels. This includes remote provisioning of hardware and software for teammates, remote troubleshooting and isolation of hardware, software and network issues reported by teammates and resolution of these issues.

The Emco Tier I IT Service Desk team provides Monday through Friday from 7:00 AM ET to 8:00 PM ET support and therefore members of the team must be able to work shifts.

This is a full-time position. Candidates must be capable of working from the National Support Centre location in London Ontario. Candidates must be able to work legally within Canada.

Key Responsibilities

• Intake of end user support inquiries
• Logging support inquiries and related activity through the support incident lifecycle
• Day to day monitoring, tracking and coordination of service desk incidents
• Prioritization and resolution of support inquiries per the established support service levels
• Initial triage and management of end user hardware, software or network issues
• Strive for first call resolution
• Collaborating with the Tier II Support and IT Operations team members when issues cannot be cleared directly
• Maintain computer end user hardware, software, mobile phones, and configurations
• Provision and support maintenance of end user accounts, permissions and passwords
• Provision and support maintenance of mobile and VOIP phones
• Work Emco hardware provider on procurement and provision of new end user hardware
• Triaging issues with office equipment such as copiers, printers, fax machines
• Perform other related activities, as necessary or as assigned.

Qualifications

Education and Experience

• Post-secondary degree or diploma in compute science or information technology
• Two (2) years experience in a customer facing IT service desk role
• Two (2) years experience supporting end user hardware, software, applications, and networking
• Two (2) years experience supporting end user mobile phones
• Strong organizational skills with the ability to communicate well both verbally and in writing

Technical

• Knowledge of computer hardware, including desktops/laptops/tablets, mobile phones, printers/copiers
• Experience with supporting Windows, IoS and Android operating systems
• Experience with desktop applications, desktop operating systems and server operating systems, including Microsoft Outlook, Microsoft Office Suite, Microsoft Terminal Services (RDP), Active Directory
• Knowledge of Microsoft 365 Administrator, including Azure Active Directory, Exchange Online, Endpoint Manager
• Knowledgeable in managing and supporting antivirus system

Other Skills

• Exceptional customer service orientation
• Sound verbal and written communication skills; bilingual (French and English) is an asset
• Good listening skills
• Eager to fully understand end user’s issues, find solutions promptly
• Building and maintaining positive relationships
• Solution-oriented focusing on driving end user issues to timely and satisfactory resolution
• Proactively looking for improvements and efficiencies with a focus on end user experience
• Supporting established incident management procedures through the incident lifecycle
• Organized with the ability prioritize and multitask
• Ability to absorb and retain information quickly
• Highly self-motivated, self-directed and keen attention to detail
• Proven analytical, troubleshooting, and problem-solving abilities
• Experience working in a team-oriented, collaborative environment

Additional Information

Why Join Our Team?

EMCO Corporation is one of Canada’s largest integrated wholesale distributors of plumbing, HVAC, waterworks, and industrial products for the construction industry. We have endless opportunities for you to grow and develop in your career and a culture that prides itself in supporting you every step of the way!

In addition, we will offer you:

• Great mentors and on-the-job training
• Growth potential with competitive salary, benefits, and profit sharing
• A career with a solid, stable company with strong core values
• Participation in our pension plan with employer contributions
• Work-life balance and flex time

EMCO is an equal opportunity employer and is committed to maintaining a discrimination, harassment, and barrier free workplace where all employees can contribute to their fullest potential. EMCO is committed to diversity, equity, and inclusion in our workplaces. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, colour, creed, place of origin, sex, sexual orientation, gender, gender identity, gender expression, religion, family or parental status, or any other characteristic protected by the law. We welcome applications from all minority group members, women, Aboriginal persons, persons with disabilities, members of sexual minority groups, neurodiversity, and others who may contribute to the further diversification of ideas.