Grand River Foods is a leading food solutions company serving customers in the North American grocery and food service industry. As a member of the Sunrise Farm family, we remain as dedicated as ever to both providing a quality work environment for our employees, as well as producing only the highest quality products for our customers. We are known for the great care we take with clients and employees alike.

Role:

This position reports directly to the Director, IT Operations and focuses on support for all Tier 1 and 2 end user support. Responsible for providing customer care and support services to various users experiencing technical problems and IT issues involving business applications, workplace productivity tools, desktop, laptop, telecommunications and network services. This includes providing second line support, problem tracking, diagnosis, replication, resolution, escalation and system / application support documentation development for all of Sunrise Farms’ offices and affiliate facilities across Canada. This role will apply proven communication, analytical, and problem-solving skills to ensure client satisfaction with both operational and project related issues. The IT Customer Care & Helpdesk Specialist also manages project support transition services and strives to achieve timely closure of project implementation issues and ensure a positive synergy exists between project and support teams as well as end users.

Responsibilities:

Respond to systems, applications, hardware, and other client problems by investigating problems and taking corrective actions
Provide both telephone and desk-side second-level support for desktops, laptops, Microsoft Office, Microsoft Based Operating Systems (Microsoft Windows 10/11), iOS, telecommunications and suite of Sunrise Farms business applications
Configure, install and update desktops, laptops and peripherals based on client service requests, computer evergreen program or as otherwise assigned
Perform desktop application installations, upgrades, and support and maintenance activities
Perform preventative maintenance of systems, applications and computing equipment in area of Customer Care & Helpdesk team’s responsibility
Provide operating and administration functions including user set up, configuration and management for systems and business applications
Creation and termination of Network / O365 user accounts
Managing the rights and permissions of network/email accounts
Creation and termination of user accounts for business applications
Managing the rights and permissions of accounts for business applications
Creation of group permissions and rights to file directories
Application groups and distribution lists
Telecommunication service request – moves, adds and changes
Liaise with key contacts and IT resources on application and system issues
Communicate effectively with clients and other team members while gathering information to facilitate problem resolution
Assist Systems Administration and IT Infrastructure team in support of users with requirements for remote access
Monitor and resolve opened tickets in a timely fashion, meeting or exceeding defined service levels while providing quality solutions
Document all actions and solutions within helpdesk tickets and update the technical details within operational procedures as appropriate
Ensure customer satisfaction, including taking ownership of an opened tickets and ensuring incidents are fully resolved
Create and maintain support documentation and document operational processes as related to the operations of IT Customer Care & Helpdesk team
Work closely with other IT staff to identify chronic problems and help document the action plan to resolve and hand over for support (e.g., user training, FAQ's, hardware fixes, software upgrades, etc.)
Train peers on the resolution of common application issues
Participate in pre-deployment / deployment of projects and provide support, documentation and all readiness documents in preparation for transition to production and hand off to internal support groups
Deliver exceptional customer service skills which include the passion to go above and beyond exceeding client expectations
Produce reports as required to facilitate the work deliverables, set and measure customer service targets
Participate in IT Customer Care & Helpdesk team meetings and identify outstanding issues and areas for improvement
Undertake any other related duties as assigned

Requirements:

Working in an IT environment 3-5 years in a customer service-oriented role
Background in a Help Desk environment tiers 1 & 2
Understanding of Incident and Change Management and ability to follow Sunrise Farms’ process, procedure standards and methodologies
Basic understanding of Infrastructure, Business Applications, and Help Desk technology
Working knowledge of Active Directory and related user management tasks
Well-developed practical operating knowledge of common desktop / laptop hardware and application software--specifically, Windows, MS Office Suite, iOS configuration, workstation imaging processes and print services and printers; system application, systems management, data communication including basic networking in LAN/WAN environment and remote access solutions
Working in an environment requiring constant and clear communications both verbal and written
Working in a team environment and experience working cohesively with related IT teams
Basic understanding of the project management life cycle
Gathering information, analyzing and providing trending analysis
Proven writing skills with the ability to organize and present information in various forms such as textual, graphical and statistical

Education:

College Diploma with an IT specialty or Business Administration with emphasis on communications and/or equivalent experience
Professional certifications such as the Help Desk Institute Customer Support Specialist (CSS), Help Desk Analyst (HDA), A+ certificate, etc.

Job Demands and/or Physical Requirements:

Sufficient mobility to complete cabling and setup tasks
This is a 24/7 environment and availability via mobile services outside of office hours is occasionally required (on call service)
Available to cover an 8 hour shift any time between 7am – 6pm PST shifts, Mon-Fri in Cambridge facility and other office locations across the country

At Sunrise Farms we are proud to be an equal-opportunity employer. All qualified individuals, regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or any other identifying characteristic are encouraged to apply.

Please note that the expected new hire salary range provided is derived from a group of like roles within Sunrise Farms. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.