IT Support Analyst - ERP & General Support

Good People, Good Food.

Do you love healthy, organic products?

Want to work in a fun environment that helps you grow and thrive?

Come to work at Nature's Fare Markets.

IT Support Analyst - ERP & General Support

The Opportunity:

As a key member of our Business Applications team, you will be our go-to person when it comes to our IT support.

As ourERP & General support specialist - you will be the primary first responder to helpdesk & ERP support requests, including triaging, prioritizing, and tracking each request through Nature’s Fare incident tracking system, Jira. This position is part of a small, collaborative team that works closely together on support-related tasks and projects. The volume of support requests is generally low to moderate, so other duties for the support analyst will include.

You will perform:

ERP Support

• Provide technical support and assistance to end-users experiencing issues with the ERP system.
• Troubleshoot and resolve user-reported problems, escalating issues to higher levels of support as necessary.
• Serve as a liaison between end-users and the ERP development team, conveying user feedback and enhancement requests.
• Assist with ERP system configurations, setups, and customizations as needed.
• Develop and maintain documentation, including user guides and training materials, to support end-users in utilizing the ERP system effectively.
• Conduct user training sessions to educate new users on ERP system functionalities and best practices.
• Monitor system performance and identify opportunities for optimization and improvement.
• Collaborate with cross-functional teams to implement system upgrades, patches, and enhancements.
• Stay informed about industry trends and best practices related to ERP systems and support methodologies.
• Participate in special projects and initiatives related to ERP system implementations, integrations, and migrations.

General

• Imaging desktops/laptops with a standard image
• Deploying desktops/laptops to end users, providing a quick overview of any new features.
• Visiting stores periodically to ensure support needs are being met and to perform desktop maintenance
• Creating/modifying Active Directory profiles for new hires/terminations
• Creating/archiving Exchange mailboxes as needed, tracking any increase in Exchange CALS as needed
• Deploying/troubleshooting printers both remotely and on-site
• Troubleshooting till hardware, software, networked digi scales, and handheld Symbol scanners
• Participate in refining the systems monitoring platform (Solar Winds Network Performance Monitor) to ensure all critical systems are monitored effectively, making recommendations as needed
• Work with HR and store managers to ensure new hires and terminations are handled promptly and encompass all aspects such as forwarding inbound email and/or providing full access to a terminated employee’s mailbox for the designated staff member.
• Work with the Senior Systems Admin to diagnose any store WiFi issues (critical service) and suggest improvements
• Participate in project work such as:
• Head office server refresh (replace physical machines with new hosts with Hyper V)
• Active Directory cleanup and configuration
• Refine IT documentation and research tools to help increase efficiencies (IP management, etc.)
• Other duties as assigned

What We are Looking For:

• 3 years of experience in a customer facing IT support role
• 2 years of education in related field considered an asset
• On-call availability (after necessary training received on company systems)

You check all the boxes if you have:

• A passion for local, organic and sustainable food and natural supplements
• A desire to deliver great service in the retail and food service industry
• Exceptional interpersonal and communication skills
• Strong work ethic and desire to contribute to people’s health and wellbeing
• Ability and desire to confidently lead by example and contribute to a positive, supportive working environment
• An affinity for our company’s core values and philosophy
• Ability to work in an energetic, fast-paced environment.

Perks:

• Competitive wages with a starting hiring range set at $28.00 - 34.00/hr; experience and skillsetdependent
• Flexible benefits
• Up to 25% store discount
• Education…