JOIN OUR TEAM
Metro Supply Chain is a strategic supply chain solutions partner to some of the world's fastest growing and most reputable organizations. For 50 years, it has excelled at tailoring integrated, data driven solutions, fueled by advanced systems and technology, that fulfill complex and challenging distribution needs. Managing 22.5 million square feet operating out of more than 190 sites across North America and Europe with a team of 9,000, it is one of Canada's largest privately owned supply chain solutions companies. Metro Supply Chain is a 2024 winner of the Canada's Best Managed Companies program, recognized for its strategic expertise, culture of innovation and commitment to its people and local communities.
SUMMARY
The IT Analyst will work closely with the Business Operations, Infrastructure, and Applications support
teams to deliver effective and reliable IT support across the organization. The ideal candidate will demonstrate strong technical expertise, excellent analytical and problem solving skills, and a logical, methodical approach to troubleshooting. A commitment to exceptional customer service is essential, as you will be supporting users across multiple departments and locations.
RESPONSIBILITIES
Technical Support & Incident Management
- Provide first and second level technical support for a wide range of technologies, including end user hardware, software applications, managed mobile devices (such as Cell phone and RF units), printers, basic networking issues, and user access or authentication problems. Responsibilities include troubleshooting, incident resolution, and escalation in accordance with established Service Desk procedures and service level expectations.
- Troubleshoot and resolve incidents in a timely manner, escalating to specialized teams when required.
- Monitor ticket queues and ensure all requests are logged, prioritized, and assigned appropriately.
- Provide remote and on site support, including deskside assistance when necessary.
User Support & Customer Service
- Deliver high quality customer service with professionalism, empathy, and clear communication.
- Assist users with system access, password resets, application support, and general technical guidance.
- Communicate clearly about incident status, expected resolution times, system outages, or maintenance windows.
Process Adherence
- Follow established Service Desk processes to ensure system updates, modifications, and improvements are properly documented and communicated.
- Maintain accurate records of incidents, requests, resolutions, and configurations within the ITSM tool.
- Support rollout of new hardware, software, and technology initiatives, including setup, testing, and user onboarding.
- Maintain asset management records and assist with equipment deployment, tracking, and lifecycle maintenance.
Knowledge Management and Documentation
- Maintain accurate records of all support requests, incidents, and resolutions in the IT service management system to track and document issues and resolutions.
Maintain a comprehensive knowledge base, ensuring documentation is up to date.
On Site and Remote Support
- Provide on site technical support at various company facilities as needed.
Assist with setup of workstations, printers, phones, meeting room equipment, and networking devices
Continuous Improvement
- Identify opportunities for process improvement and share suggestions with the IT team for enhancing the service desk's efficiency
Software and Hardware Support
- Provide comprehensive support for software installation, configuration, updates, and troubleshooting across the organization’s approved application portfolio.
- Deliver technical assistance for a wide range of hardware assets, including desktops, laptops, printers, managed mobile devices (such as corporate cell phones and RF units), scanners, and other end user peripherals, ensuring timely diagnosis and resolution of issues.
- Support Microsoft 365 services, the full suite of Microsoft applications, and all other approved enterprise and business productivity applications used across the organization. Responsibilities include troubleshooting, assisting users with application functionality, resolving access or performance issues, and coordinating escalations when necessary to ensure reliable and efficient use of these tools.
EDUCATION & EPERIENCE
- Bachelor's Science degree in Information Systems or related field, or equivalent combination of college education and experience and/or completion of a Microsoft Certified Professional (MCP) certification
- 2-3 years’ work experience in an IT support function or a customer service-oriented, call center environment
- 1-3 years leading IT service-based teams.
Why Join Us
- Work in an environment where safety is our first priority
- The opportunity to build a career with a growing company
- Medical, dental, and vision coverage for you and your family
- Life and disability insurance
- Wellness programs to support your family’s well-being
- A Retirement Savings Program with a company match
- Company team wear allowance
- Employee Appreciation Day
- Company sponsored social events
- Community volunteering
We are an equal opportunity employer committed to building and fostering a diverse workplace where people feel included and valued. We encourage applications from all qualified individuals.
Should you require accommodation for a special ability or need during the recruitment process, please reach out to a member of our Human Resources Team.
