Verified Job
IT / Software / Data Analyst
IT Support
IT / Software / Data Analyst
#783122
Remote / WFH
Richards-Wilcox Canada
Job Description
Job description
The Company:
Richards-Wilcox Canada is the proven leader in the residential and industrial sectional garage door industry. Our commitment is to be the highest quality, most competitive door system manufacturer in the world. We use the latest technology in our manufacturing processes, combined with design ingenuity, resulting in a superior product. With over 100 years of experience, we are a growing organization with a family-oriented, open and collaborative culture and a global perspective.
Position Overview:
As a member of the IT and Business Systems team, you will provide second-level technical support to end users, ensuring the reliable operation of computer hardware, software, mobile devices, and business applications
Key Responsibilities:
• Deliver second-line IT support to end users across Company, covering hardware, software, printers, scanners, mobile devices, kiosk environments, and desktop applications.
• Respond to incidents and service requests escalated from the Service Desk ensuring timely resolution and accurate documentation in line with ITIL® processes.
• Occasionally support Company JDE user community with JDE applications
• Carry out device lifecycle management including procurement, imaging, deployment, patching, and decommissioning using tools such as Ninja RMM, Intune
• Coordinate local backup tape handling, storage, and shipping in compliance with disaster recovery and business continuity procedures.
• Liaise with System Administrator for site-level infrastructure tasks including Share permissions, break/fix, LAN patching, Wi-Fi access, firewall requests, and user connectivity and other needed requests.
• Maintain an accurate hardware/software asset inventory and CMDB records, using ServiceNow and Power BI reporting for compliance, hygiene, and audit tracking.
• Support VIP users by ensuring high-priority requests are resolved with urgency and professionalism.
• Participate in IT projects including site upgrades, system rollouts, acquisitions, and changes affecting the end-user environment.
• Create and maintain IT documentation, including procedures, service descriptions, knowledge base articles, standards, and installation guides.
• Enforce and promote adherence to IT policies, including information security, acceptable use, and endpoint protection practices.
• Provide onsite support as required, which may involve travelling to Company locations and occasional out-of-hours work.
Documentation:
• Generate appropriate documentation for the proper ongoing support and maintenance of software modules.
• Review, evaluate and update Design documentation.
• Documenting design process and reporting development progress at regular intervals.
Other:
• Participate in the team’s second level of support rotation, which also includes after hour, and weekend support as needed.
• Other duties as assigned from time to time.
Professional Qualifications & Skills:
• Minimum 2 years of experience in second-line IT support, desktop support, or technical support role within a multi-site or regional organization.
• Proven experience supporting Microsoft Windows operating systems, Microsoft 365 applications, printers, barcode scanners, mobile devices, desktop/laptop hardware, and peripheral devices.
• Experience with device deployment, imaging, software installation, patch management, and endpoint management using tools such as Microsoft Intune, NinjaOne, or equivalent endpoint management solutions.
• Exposure to application development technologies including .NET Framework (C# / ASP.NET), Java, HTML, CSS, JavaScript, or XML is considered an asset.
Personal Skills:
• Ability to work independently and as a team.
• When working independently, the ability to see a project through to completion while keeping the Manager appraised of the progress.
• Ability to work with a diverse group of people, and to modify work style accordingly.
• Ability to prioritize when working under deadlines with multiple projects.
• Organized, focused and persistent - ability to work to the plan and meet delivery dates.
Accessibility:
We are an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Richards-Wilcox Canada will provide accommodations throughout the recruitment and/or selection process to applicants with disabilities.
If selected to participate in the recruitment and/or selection process, please inform Richards-Wilcox Canada’s Human Resources Manager of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.
Compensation Range: $60K to $65K annually
This is a search for a new position
The Company:
Richards-Wilcox Canada is the proven leader in the residential and industrial sectional garage door industry. Our commitment is to be the highest quality, most competitive door system manufacturer in the world. We use the latest technology in our manufacturing processes, combined with design ingenuity, resulting in a superior product. With over 100 years of experience, we are a growing organization with a family-oriented, open and collaborative culture and a global perspective.
Position Overview:
As a member of the IT and Business Systems team, you will provide second-level technical support to end users, ensuring the reliable operation of computer hardware, software, mobile devices, and business applications
Key Responsibilities:
• Deliver second-line IT support to end users across Company, covering hardware, software, printers, scanners, mobile devices, kiosk environments, and desktop applications.
• Respond to incidents and service requests escalated from the Service Desk ensuring timely resolution and accurate documentation in line with ITIL® processes.
• Occasionally support Company JDE user community with JDE applications
• Carry out device lifecycle management including procurement, imaging, deployment, patching, and decommissioning using tools such as Ninja RMM, Intune
• Coordinate local backup tape handling, storage, and shipping in compliance with disaster recovery and business continuity procedures.
• Liaise with System Administrator for site-level infrastructure tasks including Share permissions, break/fix, LAN patching, Wi-Fi access, firewall requests, and user connectivity and other needed requests.
• Maintain an accurate hardware/software asset inventory and CMDB records, using ServiceNow and Power BI reporting for compliance, hygiene, and audit tracking.
• Support VIP users by ensuring high-priority requests are resolved with urgency and professionalism.
• Participate in IT projects including site upgrades, system rollouts, acquisitions, and changes affecting the end-user environment.
• Create and maintain IT documentation, including procedures, service descriptions, knowledge base articles, standards, and installation guides.
• Enforce and promote adherence to IT policies, including information security, acceptable use, and endpoint protection practices.
• Provide onsite support as required, which may involve travelling to Company locations and occasional out-of-hours work.
Documentation:
• Generate appropriate documentation for the proper ongoing support and maintenance of software modules.
• Review, evaluate and update Design documentation.
• Documenting design process and reporting development progress at regular intervals.
Other:
• Participate in the team’s second level of support rotation, which also includes after hour, and weekend support as needed.
• Other duties as assigned from time to time.
Professional Qualifications & Skills:
• Minimum 2 years of experience in second-line IT support, desktop support, or technical support role within a multi-site or regional organization.
• Proven experience supporting Microsoft Windows operating systems, Microsoft 365 applications, printers, barcode scanners, mobile devices, desktop/laptop hardware, and peripheral devices.
• Experience with device deployment, imaging, software installation, patch management, and endpoint management using tools such as Microsoft Intune, NinjaOne, or equivalent endpoint management solutions.
• Exposure to application development technologies including .NET Framework (C# / ASP.NET), Java, HTML, CSS, JavaScript, or XML is considered an asset.
Personal Skills:
• Ability to work independently and as a team.
• When working independently, the ability to see a project through to completion while keeping the Manager appraised of the progress.
• Ability to work with a diverse group of people, and to modify work style accordingly.
• Ability to prioritize when working under deadlines with multiple projects.
• Organized, focused and persistent - ability to work to the plan and meet delivery dates.
Accessibility:
We are an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Richards-Wilcox Canada will provide accommodations throughout the recruitment and/or selection process to applicants with disabilities.
If selected to participate in the recruitment and/or selection process, please inform Richards-Wilcox Canada’s Human Resources Manager of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.
Compensation Range: $60K to $65K annually
This is a search for a new position
