THE OPPORTUNITY

Western Forest Products is hiring for a Tier 3 Desktop Support Analyst for our US manufacturing operations based in Vancouver, WA.

What You’ll Do: As WFP’s Tier 3 Desktop Support Analyst, you will be the main IT person for our manufacturing operations. You will handle inbound IT support requests from all levels of the organization (primarily Tier 3, and supporting on Tier 2), including user account management, workstation support and deployment, basic network troubleshooting, and application support for both third party and custom applications.

Who You Are: As an IT professional with at least 3-4 years’ of progressive experience working in Desktop Support roles, you are approachable, patient, and eager to offer your IT expertise. You have a passion for performing question/problem diagnoses, guiding users through to issue resolution, communicating technical solutions in user-friendly language, and conducting end-user training where necessary.

Our total rewards offering includes:

• Salary range of $60,000 - $75,000 based on your skill level, qualifications, and experience.
• Annual Performance Bonus
• Dental and Medical Benefits; employee premiums for base plan are 100% paid for by WFP
• 401(k) retirement savings plan

Work Environment: This position is based at our Columbia Vista Sawmill operation in Vancouver and provides onsite support for our other manufacturing operations in Vancouver, Washougal, and Arlington, WA.

RESPONSIBILITIES

• Recognize and provide prompt Tier 3 support;
• Resolve end-user IT issues by troubleshooting software, hardware, and network issues;
• Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication;
• Perform in-person, on-site repairs of PC desktop hardware, printers, and other peripherals;
• Diagnose and resolve minor network issues;
• Where necessary, assist network technicians in installing network interface cards, hubs, switches, network cabling, etc.;
• Accurately log helpdesk tickets and resolutions into helpdesk software management system;
• Prioritize work orders/helpdesk tickets according to severity;
• Use helpdesk log entries to pinpoint trends and trouble spots in order to conduct proactive maintenance or repairs; and,
• Projects related work as required.

QUALIFICATIONS

Education And Experience

• Minimum 3-4 years of working experience as a Desktop Support Analyst; and,
• Experience with CompTIA A+/Network+ or MCP (Microsoft Certified Professional) certification is preferred.

Skills, Knowledge and Required Competencies

• Experience maintaining internal IT documentation and employee self-help wiki;
• High degree of professionalism, courtesy, and friendliness;
• Strong understanding of the Microsoft network environment;
• Good written and oral communication skills and proven analytical problem-solving abilities;
• Working technical experience and proficiency with microcomputer hardware and its application;
• Able to work in a team-oriented, collaborative environment with strong customer-service; and,
• Other duties as may be assigned by the IT Infrastructure Manager.

YOUR CAREER

At Western Forest Products, we believe our most significant asset is our people. Investing in our people brings value and success to our business, ensuring a safe, engaged, productive and continuously improving workplace. We offer challenging opportunities working alongside the best in the industry to meet your career and professional development goals while providing competitive total rewards and recognition.

We provide a variety of on-the-job training and continuing education in many areas at Western to ensure you have the skills you need to succeed. Our promote-from-within culture recognizes high performance and we offer diverse career paths across the organization for those with the talent and will to advance.

Our total rewards offering including competitive pay, performance bonus, 401(k) plan, extended health and dental benefits and other programs designed to support our employees.

WESTERN OVERVIEW

Western Forest Products is a leading forest products company that sustainably manages forests and manufactures high-quality wood products. Headquartered in Vancouver, British Columbia with operations in the coastal region of BC and Washington State, Western meets the needs of customers worldwide with a specialty wood products focus and diverse product offering.

Our commitment to health and safety, environmental stewardship and community engagement is core to how we do business at Western Forest Products.

Our approach to responsible business practices in all aspects of our business is multi-faceted. We adhere to and employ the most stringent environmental practices in the world. The steps we take to ensure the forests in which we operate are renewed and remain healthy and viable for future generations are mirrored in the care we take to make certain our communities continue to grow and prosper. This includes investing in communities where we operate and continuing to forge mutually beneficial relationships with First Nations in respect of their local and cultural interests.