IT Support Analyst - ERP & General Support

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.

As a key member of our Business Applications team, you will be our go-to person for IT support. As our ERP & General support specialist, you will be the primary first responder for 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:

• Provide technical support and assistance to end‑users experiencing issues with the ERP system.
• Troubleshoot and resolve user‑reported problems, escalating 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.

• 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 digital 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 Wi‑Fi 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.

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

• 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 the company’s core values and philosophy.
• Ability to work in an energetic, fast‑paced environment.

• Competitive wages with a starting hiring range set at $28.00 - $34.00/hr; experience and skillset dependent.
• Flexible benefits.
• Up to 25% store discount.
• Education allowance.
• Free swag (products, food, clothing + more).
• Share in some laughs, air high‑fives, and fun each day.

• This position is located on‑site at the Choices head office: 19580 Telegraph Trail, Surrey, B.C.
• This position requires occasional travel across the Lower Mainland and to Vancouver Island.
• This position works in collaboration with other members of the IT team.