Tier 1 Support Technician

Columbia Forest Products, North America’s largest manufacturer of hardwood, plywood, and hardwood veneer product, seeks an experienced Teir 1 Support Technician who will work as part of a cross-functional team and serves as the first point of contact for employees seeking technical assistance. The ideal candidate is professional, organized, manages time, communicates effectively, and has a passion for providing exceptional customer service.

Columbia Forest Products is an employee-owned company with comprehensive benefits: Employee Stock Ownership Plan (ESOP), 401K, Medical, Dental, Vision, and Life Insurance. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability or genetic information. Columbia Forest Products is an Equal Opportunity Employer and will make every effort to provide a reasonable accommodation in compliance with the Americans with Disabilities Act & ensure equal wages according to the Equal Pay Act (EPA). Veterans encouraged to apply.

OUR PURPOSE: “Significant Service”

At Columbia Forest Products our purpose is to significantly serve our employees and their families, customers, communities, and natural resources.

POSITION SUMMARY

The Tier 1 Support Technician works as part of a cross-functional team and serves as the first point of contact for employees seeking technical assistance. In this role you will assist employees by diagnosing and troubleshooting hardware and software issues to resolve basic technical issues. While emphasis will be placed on remotely supporting all CFP employees, hands-on support at the local facility will be required. The ideal candidate is professional, organized, manages time, communicates effectively, and has a passion for providing exceptional customer service. This role reports to the Enterprise Technology Services Team Lead.

DUTIES & RESPONSIBILITIES

• Promote Columbia Values: Be an effective spokesperson for IT.
• Technical Support: Provide first-level contact and convey resolutions to user issues in a timely manner either via phone, email, or in-person support.
• Primary: Provide remote assistance to employees at all CFP locations including home-based offices and while traveling.
• Secondary: Provide in-person support at the local facility.

• Problem Solving: Diagnose and troubleshoot PC hardware, peripherals and software issues including but not limited to operating systems (Windows 10/11, iOS, macOS), Office 365, Microsoft Teams, Microsoft OneDrive, business applications, mobile devices, and basic network connectivity.
• Ticket Management: Log all support requests into the Enterprise Support Desk ticketing system, ensuring detailed descriptions, accurate categorization, and timely updates until resolution.
• Escalation: Escalate unresolved issues to higher-tier support teams while providing clear and concise details about the problem. Collaborate with other teams (e.g., network engineers, system administrators) when needed.
• Documentation: Create and maintain documentation within the knowledge base for common issues and solutions to facilitate knowledge sharing within the IT team and the employee community.
• Software/Hardware Installation: Assist with the installation and configuration of software, drivers, and basic hardware components. Ensure that the systems are up to date with necessary patches and updates.
• Asset Management: Track and manage IT equipment inventory, ensuring proper distribution, setup, and retrieval of hardware.
• Security: Follow CFP’s IT Security policies and promote security via employee education.
• Training and Continuous Improvement: Participate in ongoing training to stay current with technological developments and company policies. Take an active part in supporting Kaizen activities. Provide general training for software applications and standard procedures.
• Travel: Available to travel, including overnight stays, up to 10% for training or to visit CFP locations to address site specific issues, action projects, and build relationships.

REQUIRED PROFESSIONAL AND TECHNICAL EXPERTISE

• Technical Knowledge:

• • Understanding of operating systems (Windows 10/11, iOS, macOS).
  • Familiarity with networking concepts and equipment (e.g., TCP/IP, DNS, DHCP).
  • Knowledge of common software applications (e.g., Office 365) and troubleshooting methods.
  • Experience with ticketing systems and remote support tools.
  • Ability to diagnose, and repair a wide variety of computer equipment, including PC, Mac, printers, and mobile devices.
  • Understanding of Internet technologies including browsers, SSL, and encryption.

• Communication Skills:
• • Strong verbal and written communication skills to explain technical concepts clearly.
  • Ability to handle frustrated or upset users with patience and professionalism.
• Problem-Solving Abilities:
• • Ability to troubleshoot and resolve basic technical issues quickly.
  • Analytical thinking to determine the root cause of problems.
• Customer Service Orientation:
• • A focus on providing a positive customer experience.
  • Good interpersonal skills to work well with users who may not be tech-savvy.

• Logistics:
  • Availability during non-business hours.
  • Availability for limited domestic and international travel.
  • Current passport and the ability to travel outside of the United States and throughout Canada as required.
• Personal Attributes:
  • Fluent in English.
  • Detail oriented with sound analytical and troubleshooting skills.
  • Strong note taking and technical detail capture.
  • Consistently meets commitments and takes ownership and responsibility for actions and issues while working toward resolution.
  • Excellent conflict resolution.
  • Strong teamwork and interpersonal skills across all levels of the organization.
  • Ability to touch-type at 70 wpm.
  • Must be able to lift and carry IT equipment up to 50 lbs.

PREFERRED PROFESSIONAL AND TECHNICAL EXPERTISE

• Education/Experience:
  • 1-3 years of experience in a Service Desk or IT support position.
  • Prior experience with Agile methodologies (Scrum, Kanban).
  • Exposure to LEAN methods and practices.
  • Relevant IT certifications such as A , N , and ITIL.
  • Use of remote access tools when supporting users.
  • Strong documentation skills.
• Personal Attributes:
  • Time management skills.
  • Bilingual in English and French or Spanish.
  • Ability to manage competing demands.

Please send resume and cover letter to Keith Ingram: kingram@cfpwood.com