IT Support Analyst

Company Description

Louis Dreyfus Company is a leading merchant and processor of agricultural goods. Our activities span the entire value chain from farm to fork, across a broad range of business lines, we leverage our global reach and extensive asset network to serve our customers and consumers around the world. Structured as a matrix organization of six geographical regions and ten platforms, Louis Dreyfus Company is active in over 100 countries and employs approximately 18,000 people globally.

Job Description

The IT Support Analyst will join the current operations in Yorkton, Saskatchewan, Canada (which is currently under expansion), to support the entire North American team which has approximately 1300 end-users providing both on-site and remote incident management, request fulfillment and technical support – network, collaboration tools, end-user computing and software.

Primary Responsibilities include:

• Provide immediate resolution whenever possible and link with 2nd/3rd level support whenever required, follow-up and loop back with the customer/user. Ensures the accurate and complete logging of required information into the company call tracking system.
• Responsible for overall end-user computing and IT site services to ensure availability to all users, including installing operating systems, applications software and hardware in accordance with IT standards, policies and procedures. Guides end-users regarding general questions and the use of hardware, software and operating system
• Identifies trends and continuous improvement opportunities, develops support documentation and knowledge base articles to address these most often reported problems and issues. Notifies management of increasing trends, usual or repeated activity.
• Support IT projects (hardware or software replacement, new sites, etc.) reaching your site(s), you provide the local knowledge (vendors, maintenance, history, security, local regulations if any, etc.) and personal service when required
• Organize end-user education training on any new technology and new tools/solutions supporting users and site services.
• User account management including Active Directory, Office 365/Exchange and business applications, user file access management
• Performs daily administrative duties, such as submitting purchase orders and placing orders with vendors, taking receipt of equipment, ad hoc projects as assigned by the Site Services management
• Local site contact for external service repair services (printer or workstation), external support for 3rd party applications and solutions
• Provide remote hands support to Infra Ops team such as replacing networking equipment, managing ports on switches and performing tests
• Provide remote hands and L1 support to local staff of plant control systems
• Asset management, receive and inventory equipment ordered and delivered
• Perform daily checks of IT data rooms, and critical plant IT infrastructure

Qualifications

• High School Diploma
• Preferred: Bachelor’s degree in Computer Science or related
• Minimum five years of technical experience performing desktop support, including troubleshooting workstation, operating system, software applications and networking problems and repairing hardware
• Proficiency with current operation systems of Windows 10 or greater, Microsoft Office Suite products and Windows Active Directory, Microsoft System Center Configuration Manager (SCCM), Citrix, MS Teams, Office 365/Exchange Administration and Intune
• Ability to work independently in a fast-paced environment, handle multiple tasks and prioritize workload
• Excellent organization and attention to detail skills especially for inventory management
• Excellent written and interpersonal communication skills
• Strong customer focus; service oriented attitude
• Excellent telephone presence with organized follow-up skills

The following are the preferred qualifications:

• Working knowledge of networking including switches, firewalls, wireless access points
• Working knowledge of mobile carriers and mobile devices
• Knowledge of plant operations and control systems

Working Conditions

• Typical climate-controlled office environment
• Onsite support hours are from 8:00am – 5:00pm EST
• Extensions of regular working hours are occasionally necessary to complete time sensitive projects, attend training or to respond to emergencies
• Some travel required – International to US
• Prolonged periods infront of computer screen(s)
• Lifting equipment/boxes exceeding 50 lbs when needed

Additional Information

Additional Information for the job

What We Offer

We provide a dynamic and stimulating international environment, which will stretch and develop your abilities and channel your skills and expertise with outstanding career development opportunities in one of the largest and most solid private companies in the world.

- Comprehensive benefits program including extended health care and dental coverage, employee and family assistance program, life insurance and disability coverage

- Retirement Savings Plan with Employer contributions and matching

- Paid vacation, paid sick time and paid statutory holidays

Diversity & Inclusion
LDC is driven by a set of shared values and high ethical standards, with diversity and inclusion being part of our DNA. LDC is an equal opportunity employer committed to providing a working environment that embraces and values diversity, equity and inclusion.
LDC encourages diversity, supports local communities and environmental initiatives. We encourage people of all backgrounds to apply.

Sustainability
Sustainable value is at the heart of our purpose as a company.
We are passionate about creating fair and sustainable value, both for our business and for other value chain stakeholders: our people, our business partners, the communities we touch and the environment around us