IT Help Desk Specialist & Customer Care Specialist

Sunrise Farms is a group of companies with primary focus in the poultry industry.

From our hatcheries to our “ready to eat” state of the art cooking facilities, we service customers in the retail, food service, and industrial sectors. We are proud of our support of the Canadian farm as well as our investment in the latest equipment and technologies at our facilities across Canada. Our test kitchens have the most current cooking equipment replicating that used in commercial establishments, to facilitate precision testing. This way you know the product you receive will perform to your expectations. We are proud of our long-standing partnerships with family-owned Canadian chicken farmers to produce high quality products.

Role:

This position reports directly to the Director, IT Operations and focuses on support for all Tier 1 and 2 end user support. Responsible for providing customer care and support services to various users experiencing technical problems and IT issues involving business applications, workplace productivity tools, desktop, laptop, telecommunications, and network services. This includes providing second line support, problem tracking, diagnosis, replication, resolution, escalation, and system/application support documentation development for all of Sunrise Farms’ offices and affiliate facilities across Canada. This role will apply proven communication, analytical, and problem-solving skills to ensure client satisfaction with both operational and project related issues. The IT Customer Care & Helpdesk Specialist also manages project support transition services and strives to achieve timely closure of project implementation issues and ensure a positive synergy exists between project and support teams as well as end users.

• Respond to systems, applications, hardware, and other client problems by investigating problems and taking corrective actions.
• Provide both telephone and desk-side second-level support for desktops, laptops, Microsoft Office, Microsoft Based Operating Systems (Microsoft Windows 10/11), iOS, telecommunications, and suite of Sunrise Farms business applications.
• Configure, install and update desktops, laptops, and peripherals based on client service requests, computer evergreen program or as otherwise assigned. Perform desktop application installations, upgrades, and support and maintenance activities.
• Perform preventative maintenance of systems, applications, and computing equipment in area of Customer Care & Helpdesk team’s responsibility.
• Provide operating and administration functions including user set up, configuration, and management for systems and business applications.
• Creation and termination of Network / O365 user accounts.
• Managing the rights and permissions of network/email accounts.
• Creation and termination of user accounts for business applications.
• Managing the rights and permissions of accounts for business applications.
• Creation of group permissions and rights to file directories.
• Application groups and distribution lists.
• Telecommunication service request – moves, adds, and changes.
• Liaise with key contacts and IT resources on application and system issues.
• Communicate effectively with clients and other team members while gathering information to facilitate problem resolution.
• Assist Systems Administration and IT Infrastructure team in support of users with requirements for remote access.
• Monitor and resolve opened tickets in a timely fashion, meeting or exceeding defined service levels while providing quality solutions.
• Document all actions and solutions within helpdesk tickets and update the technical details within operational procedures as appropriate.
• Ensure customer satisfaction, including taking ownership of opened tickets and ensuring incidents are fully resolved.
• Create and maintain support documentation and document operational processes as related to the operations of IT Customer Care & Helpdesk team.
• Work closely with other IT staff to identify chronic problems and help document the action plan to resolve and hand over for support (e.g., user training, FAQ's, hardware fixes, software upgrades, etc.).
• Train peers on the resolution of common application issues.
• Participate in pre-deployment / deployment of projects and provide support, documentation, and all readiness documents in preparation for transition to production and hand off to internal support groups.
• Deliver exceptional customer service skills which include the passion to go above and beyond exceeding client expectations.
• Produce reports as required to facilitate the work deliverables, set and measure customer service targets.
• Participate in IT Customer Care & Helpdesk team meetings and identify outstanding issues and areas for improvement.
• Undertake any other related duties as assigned.

• 3-5 years working in an IT environment in a customer service-oriented role.
• Background in a Help Desk environment tiers 1 & 2.
• Understanding of Incident and Change Management and ability to follow Sunrise Farms’ process, procedure standards, and methodologies.
• Basic understanding of Infrastructure, Business Applications, and Help Desk technology.
• Working knowledge of Active Directory and related user management tasks.
• Well-developed practical operating knowledge of common desktop/laptop hardware and application software--specifically, Windows, MS Office Suite, iOS configuration, workstation imaging processes, and print services and printers; system application, systems management, data communication including basic networking in LAN/WAN environment and remote access solutions.
• Experience in an environment requiring constant and clear communications, both verbal and written.
• Ability to work in a team environment and experience working cohesively with related IT teams.
• Basic understanding of the project management life cycle.
• Experience in gathering information, analyzing, and providing trending analysis.
• Proven writing skills with the ability to organize and present information in various forms such as textual, graphical, and statistical.

• College Diploma with an IT specialty or Business Administration with emphasis on communications and/or equivalent experience.
• Professional certifications such as the Help Desk Institute Customer Support Specialist (CSS), Help Desk Analyst (HDA), A+ certificate, etc.

• Sufficient mobility to complete cabling and setup tasks.
• This is a 24/7 environment and availability via mobile services outside of office hours is occasionally required (on-call service).
• Available to cover 7am – 6pm PST shifts, Mon-Fri in our Surrey headquarters and other office locations in the Fraser Valley.

At Sunrise Farms we are proud to be an equal-opportunity employer. All qualified individuals, regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or any other identifying characteristic are encouraged to apply.

Please note that the expected new hire salary range provided is derived from a group of like roles within Sunrise Farms. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.