Sr. IS Analyst, Client Support

Location: Elmhurst, Illinois, United States
Date Posted: 08-02-2018

SR IS ANALYST, CLIENT SUPPORT

Considering a Career at Maple Leaf Foods?

Maple Leaf Foods is Canada’s leading consumer-packaged protein company, headquartered in
Toronto, Ontario. We make high-quality, great tasting, nutritious and innovative food products under leading brands including Maple Leaf®, Maple Leaf Prime®, Maple Leaf Natural Selections®, Schneiders®, Schneiders Country Naturals® and Mina™. Our Company employs approximately 11,000 people in its operations across Canada and exports to more than 20 global markets including the U.S. and Asia.

Our people are passionate about the work they do and the products we make. As we move forward, we are determined to leverage their integrity and passion to continue to build a high-performing, values-based company enabled by high-performing, motivated and talented people.

POSITION SUMMARY:

Senior Technical Specialist position where candidate has 5+ years supporting an Enterprise class Windows desktop computing environment. This role will be a part of a geographically dispersed Client Support team supporting all users and locations across North America. This position will act as the primary technical liaison between our IT organization in Canada and our US based locations, identifying new project opportunities and coordinating operational and support activities. The role requires a balance between active participation on technical projects deployments, and day to day Incident and service request which are escalated from level 1 support.  An ideal candidate is a self-starter, with strong interpersonal and communication skills with a passion for technology.

RESPONSIBILITIES:

  • Coordinating the deployment and lifecycle of End-user related technologies such Desktops/laptops, Tablets, printers, Thin Client, RF Guns etc.
  • Working with other IS functions as needed to coordinate technical activities at all US locations
  • Participation in a Client Support Ticket queue (2nd-3rd level) responding to Incidents and Service Requests across Canada and the United States
  • Supporting users operating in a Microsoft Office 365 environment (Office 2016/2013 Click-2-Run Deployments, OneDrive, SharePoint Online, Skype for Business)
  • Processing PC Hardware, Business Software and Operating System Related Incidents and Service Requests received through Tickets escalated from 1st level service desk (Remote and Hands-On)                                         
  • PC Peripherals Support (Network and Stand-alone Printers and Multi-Function Devices, Thin Clients, RF systems)                                               
  • Network Connectivity Support (Basic Connectivity Support for all End-User Devices - Wired and Wireless)                                          
  • Mobile Device Support (Smart Phones, Tablets).
  • Documenting technical issues, solutions and support information and develop junior staff
  • Project leadership as needed (Planning, Executing, stakeholder management and reporting)
  • Experience Configuring, Supporting and Maintaining MacOS devices would be a definite asset. 
  • Travel throughout the US (as needed) for project and operational support.
EDUCATION, EXPERIENCE & COMPETENCY REQUIREMENTS:
  • Post-Secondary Education in a related area, e.g. Computer Science, Information Systems, Systems Analysis or equivalent
  • 3+ year leading and participating in Technical project deployments
  • 5+ years of Technical Support Experience in the Client Computing space (supporting Laptops, Desktops, printers and other end-user devices)
  • Experience with System Center Configuration manager 2012 R2 (Creating Windows Desktop Images, Creating Software packages, performing month patch management for 1000+ computing environments)
  • General Knowledge of Active Directory Group Policies.
  • Experience with AirWatch Enterprise Mobile Management suite would be a definite Asset.
  • Experience Configuring, Supporting and Maintaining MacOS devices would be a definite asset. 
  • Solid technical knowledge of MS Windows7/10 Operating Systems and of Microsoft Office 2010/2013/2016 configuration
  • Solid understanding and experience supporting LAN/WAN environments including physical and wireless connectivity and Internet
  • Solid understanding of Microsoft Active Directory and Office 365 connectivity
  • Experience administering and Mobile Device Management / Enterprise Mobility Management solution to support IOS and Android Smartphones and Tablets
  • Experience with Microsoft System Service manager is an asset
  • Knowledge of ITIL Best Practices
  • Knowledge of VMWare Virtual Desktops is an asset
  • Working in team environments that span functional and geographic boundaries
  • Exceptional writing skills, including documenting configuration and support information
  • Strong customer service focus and attention to detail
 


We thank all applicants for their interest in exploring employment opportunities with Maple Leaf Foods however only those selected for an interview will be contacted. Applicants may be subject to a background check and must meet the security criteria designated for the position.  

Maple Leaf Foods is committed to Employment Equity and maintaining a diverse workforce.  Job applicants with a disability who require reasonable accommodation for any part of the application or hiring process can contact our Talent Attraction Team at accommodations@mapleleaf.com.  Reasonable accommodations will be determined on a case-by-case basis and your request will be responded to as soon as possible.
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