Position Summary
The IT Support Analyst will provide Level 2 and Level 3 support for business applications and devices. This position is accountable for resolving complex computing, networking, and application issues at a national IT level. The IT Support Analyst will write and review the logging and documenting of solutions to issues, as well as identifying common, recurring issues, and escalating as appropriate. This position will also be responsible for enforcement of Martin Brower IT Policies and will interact with Corporate IT support and resolution teams. The ideal candidate is an experienced IT professional with a solid background and education in IT, an independent decision maker and risk taker, with a goal to advance in their career. This position is customer-facing and requires a customer service, technical support, and consulting mindset where supporting business solutions and customer service are essential. This position will interact with all levels end users and stakeholders. The success of this position depends on strong customer service, strong technical and analytical skills, effective documentation, and excellent communication skills.

Responsibilities
The IT Support Analyst will provide Level 2 and Level 3 support for business applications and devices. This position is accountable for resolving complex computing, networking, and application issues at a national IT level. The IT Support Analyst will write and review the logging and documenting of solutions to issues, as well as identifying common, recurring issues, and escalating as appropriate. This position will also be responsible for enforcement of Martin Brower IT Policies and will interact with Corporate IT support and resolution teams. The ideal candidate is an experienced IT professional with a solid background and education in IT, an independent decision maker and risk taker, with a goal to advance in their career. This position is customer-facing and requires a customer service, technical support, and consulting mindset where supporting business solutions and customer service are essential. This position will interact with all levels end users and stakeholders. The success of this position depends on solid customer service, strong technical and analytical skills, effective documentation, and excellent communication skills.

This is an exciting new role supporting the technology needs of our new Vancouver distribution centre and existing operations. In the first few months, the focus will be on training and gaining hands-on knowledge of our IT systems and distribution centre operations, including travel to other facilities.

This is a 12-month contract position

Position Responsibilities May Include, But Not Limited To





Independent issue resolution for support incidents, demonstrating consistent ability to own issue resolution from start to finish, including making business critical decisions that may affect the immediate abilities of groups of users or a distribution center’s capabilities to continue business

Able to attend priority 1 or 2 business impacting or business outage support conference calls and make sound business critical decisions that may affect operations

Demonstrate self-confidence while showing respect and support to others

Independently develop and nurture strong and appropriate relationships with business and technical partners as well as customers in order to advance system efficiency and overall IT perception and support

Assist in solving issues for distribution center/call center customers with business applications including ERP-JDE and WMS-Infios and other enterprise platforms

Monitoring and troubleshooting standard, aligned infrastructure, including:

Personal computing devices (laptops, desktops, etc.)

Network equipment (switches, routers and access points)

Material handling equipment (MHE) technology (Vehicle Mounted Devices VMU)

Handheld device support (VoCollect Headsets, RF Scanners, PDA devices etc.)

Printers (Label, laser, thermal, line, copiers, etc.)

UPS units, Tablets, Projectors, Camera systems, Door Security Access

Lead and support laptop deployment (Imaging) and related technology packs, as needed, in alignment of agreed IT procurement processes and LCM standards

Document and elevate issues to appropriate IT technology, infrastructure and application groups via standard processes and business leadership

Creation of training documents and training of peers and end-users

Perform audits and asset management, as needed

Maintain service tickets in Help Desk ticketing database

Other projects or duties as assigned

Qualifications

Associates degree in Information Systems, Management Information System, Computer Science or related field with 2-4 years previous work-related experience working in a technical support setting, specifically supporting business applications and devices

Strong knowledge of Windows 11 and Networking

Experienced using Office 365 software suites at application and administration support level including CoPilot





Working knowledge of common network and end user devices and troubleshooting

Must be analytical and detail-oriented with excellent troubleshooting and problem-solving abilities

Must have strong communication, organization, and interpersonal skills, in addition to excellent customer service skills the ability to work well with peers and vendors at all organizational levels

Ability to write reports, business correspondence, and procedure manuals

Ability to effectively present information and respond to questions in a group setting

Ability to provide remote support to end users over telephone or screen sharing

Ability to learn and implement new technologies

Strong work ethic and be personally accountable

This position must pass a post-offer background

Preferred Skills And Experience

Network & Security Certification preferred

Distribution Centers and Warehouses Management Systems (WMS) experience

RF Scanners and label printers

Project management experience and/or certification

Active directory and Tanium experience

Able to troubleshoot and search for solutions through available tools, internet, knowledge base, manuals

Mobile Device Management, Apple Business Manager, AirWatch, iOS & Android experience

Remote support tools

Familiarity of business intelligence and data analytics solutions

Benefits
At the Reyes Family of Businesses, our Total Rewards Strategy prioritizes the holistic well‑being of our employees. This position offers a comprehensive benefits package that includes:

Medical, Dental, Vision coverage.

Physical Demands
The Company is committed to providing reasonable accommodation to applicants and employees in accordance with applicable law. Requests for accommodation should be directed to your point of contact in the Talent Acquisition or Human Resources departments.

Background Check
Offers of employment are contingent upon successful completion of a background check.

Pay Transparency
Our compensation philosophy embraces diverse factors for fair pay decisions, valuing skills, experience, and the needs of our business. Moreover, this role may have the opportunity to participate in a discretionary incentive program, subject to program rules.

Transparency in the use of AI
Our recruitment process may utilize artificial intelligence (AI)-enabled tools, such as virtual assistant, to support candidates in exploring job opportunities, initiating applications, and obtaining answers to common questions. Artificial intelligence (AI) is not used to make final hiring decisions. All employment decisions are made by human reviewers.

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📌 IT Support Analyst - Contract (British Columbia)
🏢 Martin-Brower of Canada
📍 British Columbia