West Fraser is an integrated forest products company producing lumber, wood chips, fiberboard, plywood, pulp, and newsprint in Canada and the United States. We are the largest lumber producer in North America and the largest softwood lumber producer globally. Our employees operate in a culture that values safety first and rewards hard work. We recognize and support our team culture and focus on growing our team by promoting from within – many of our employees have built their careers with us.

Are you interested in working for a company that offers both a challenging work environment and a rewarding career path? Our Information Technology team has an immediate opening in our Germantown Corporate Office and our Remote Operations Center in Greenville, SC for an IT Service Desk Analyst:

Responsibilities:

• 1st and 2nd level technical support to internal staff and contractors
• Understand and support technology services used by West Fraser
• Respond to telephone, ticket queue, IM queue, and Walk-ins
• User management via Service Manager, Active Directory and Office 365 Admin consoles (i.e., membership to software groups, email distribution lists, exchange, Office 365 licenses and settings, etc.)
• Properly document steps taken to resolve incidents, including all successful and unsuccessful actions taken through to resolution in the designated ticketing system
• Perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
• Escalate incidents as required
• Identify and escalate trends and emerging situations allowing the IT Department to maintain service levels
• Perform post-resolution follow-up on incidents
• Develop help sheets and frequently asked question lists for end users
• Facilitate user access management requests
• Perform or coordinate access management reviews
• Perform routine operational duties (e.g. reviewing log files)
• Required to work after hours and weekends at times
• Perform and/or coordinate asset inventory reconciliations
• Perform corporate IT purchasing/receiving tasks as require
• Special projects and other duties as assigned

The ideal candidate will possess:

• Post-Secondary Information Technology degree, diploma, or equivalent experience
• 2-3 years of previous IT Service Desk experience (required)
• ITIL certificate (Asset)
• Bilingual - French (Strong Preference)
• Experience working in the ServiceNow ticketing system (Asset)
• Excellent written and verbal communication skills
• Strong problem-solving skills with the ability to analyze and make an educated decision
• Detail-oriented
• Strong communication and interpersonal skills
• The ability to work cooperatively and collaboratively with other team members
• Experience with mobile platforms iOS and Android
• Strong knowledge of Microsoft products –
• Windows 7, Windows 10
• Excel, Word, PowerPoint, Outlook, Teams
• Office 365
• Ability to periodically travel
• Safety is a core value, so individuals must always remain alert and aware of their surroundings

Our highly competitive compensation package and outstanding benefits include:

• Benefits starting Day 1
• Competitive starting pay
• On-the-job training
• A culture that strongly believes in promoting from within
• Medical
• Dental
• Vision
• 401k with company matching & retirement contribution
• Employee Stock Purchase Plan
• Life Insurance
• Disability Insurance
• Paid vacations and holidays
• Employee Assistance Program

Apply:

If you are ready to build your career in a company that thrives on growth, a safe work environment, rewarding work, challenge, and opportunity, come build your career with us at West Fraser: www.westfraser.com

We thank all candidates for their interest; however, only those selected for an interview will be contacted. Please apply through our online application process as resumes will not be accepted at the site. No phone inquiries, please.

West Fraser is a diversified wood products company producing lumber, OSB, LVL, MDF, plywood, pulp, newsprint, wood chips, and energy with over 60 facilities in Canada, the United States, and Europe. We are the largest lumber producer in North America, a leading global manufacturer of wood-based panels, and the world’s largest producer of oriented strand board (OSB).
We are a growing company, believe strongly in promoting from within, and pride ourselves on providing a challenging environment with continuous development. The successful candidate should be interested in future growth opportunities within the company.

West Fraser is an Equal Opportunity Employer M/F/V/D & Drug-Free Workplace