It Analyst/Help Desk

Job Details

LocationKingsville, ON, Canada
Job TypeFull-Time Regular
Degree RequiredBachelor's-Computer/IT

Job Description

On behalf of our agriculture infrastructure client, we are currently recruiting for the role of IT Analyst/Help Desk to join their team. This position is responsible for analyzing system solutions and developing improvements across multiple business units, with a focus on analyzing day-to-day business operations and generating actionable plans to implement systems and drive growth. Ensure the stable operation of the network, data center, services, and security. This includes planning, installing, configuring, and supporting, and optimizing computing hardware and software.


  • Determine operational objectives by analyzing business functions, gathering information, and evaluating business requirements
  • Deploy, maintain, and troubleshoot core business applications, including application servers
  • Develop, analyze, prioritize, and organize requirement specifications, data mapping, diagrams, and flowcharts for developer and testers to follow
  • Translate highly technical specifications into clear non-technical requirements
  • Monitor systems status and report any progress, issues, or changes
  • Evaluate company performance by conducting regular tests and analysis
  • Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and time frames
  • Analyze performance of Help Desk activities and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service and to prevent future problems
  • Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts
  • Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues
  • Design and enforce request handling and escalation policies and procedures
  • Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
  • Coordinate and perform new user provisioning including system, connectivity and application access
  • Functions as a primary point of contact, as part of the client solutions group, for end user problems and enters event details in Help desk system
  • Participate in root cause analysis and postmortem assessments
  • Support processes and activities related to Information Technology General Controls (ITGC)
  • Participates in continuous process and technology improvement initiatives
  • Train users in the proper use of hardware and software
  • Write and curate knowledge base entries for supported systems and services


  • Bachelor's Degree with Major in Computer Science, Information Technology, or Related Field
  • 3 or more years experience in Information Technology
  • Strong computer, hardware, software, and analytical skills
  • Experience installing, configuring, documenting, testing, training, and implementing new applications
  • Experience with ERP systems highly desirable
  • Preference given to candidates with Epicor software experience
  • Excellent communication and problem solving abilities
  • Proven ability to assess business needs and translate them into relevant solutions
  • A+ certification, MCP or MCSE certification preferred

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