IT Analyst I

IT Analyst Level I - macOS & iOS

Ripley Entertainment Inc. is the world's #1 small attractions company, continuing to grow in popularity and brand recognition, with more than 14 million visitors to over 95 attractions in 10 countries. Built on a foundation of a tiny daily newspaper cartoon, which debuted in 1918, the company now appeals to families and people of all ages with entertainment attractions around the world. The company also has a long successful history in book publishing, product licensing, radio, and television. Ripley's is a proud part of the Jim Pattison Group, Canada's second largest private company with sales of $14 billion and over 49,000 employees. More information on our company can be found at www.ripleys.com or www.jimpattison.com.

The IT Analyst position supports personal computers and mobile devices for personnel of a multi-attraction entertainment company, with an emphasis on MacOS and iOS knowledge. We are looking for high energy individual who is willing to grow with our company. Customer service is the key to success in this roll, in which excellent communication and computer technical skills are required. Candidates should love the attractions industry. This position is a work-from-home and on-site hybrid role, requiring an on-site presence at least 3 times a week, and will require to be on the on-call support rotation.

The ideal candidate will understand employee support and be familiar with setup, configuration and management of Windows/Macs computers, and mobile devices. The candidate should be familiar with of system deployment, system management, anti-virus/advance endpoint protection, and mobile device management software packages. The IT Analyst will work with both the HQ and field teams on projects and support issues.

Role Specific Requirements:

• Knowledge of macOS and iOS.

• Keen attention to detail.

• Highly self-motivated and directed.

• Excellent customer service skills.

• Good oral communication skills.

• Good interpersonal skills.

• Strong technical documentation skills.

• Ability to solve and troubleshoot issues under pressure.

• Able to effectively manage the day-to-day issues along with project work.

• Ability to prioritize and manage multiple projects/issues.

Key Job Responsibilities:

• Provide support to our macOS and iOS personnel.

• Configure Window and Mac personnel computers.

• Manage helpdesk queue and assigned helpdesk tickets.

• Ensure PCs product quality delivered to our personnel.

• Utilize Windows Deployment Server (WDS) / Intune to configure computers.

• Deploy Advanced Endpoint Protection.

• Use KACE system management platform for systems management.

• Remediate PC patching issues, missing software, and virus/malware issues.

• Administration and routine maintenance of Active Directory user and computer accounts.

• Configure PC backup software for laptops and ensure backups are working.

• Deploy and troubleshoot cell phones.

• Create documentation for the setup/configuration of applicable desktop systems, processes, and user support.

• Research new developments in software, hardware, and systems management methodologies. When applicable, determines ways to effectively integrate into the existing business model.

• Other job duties may be assigned.

Knowledge, Skills, and Abilities:

Education/Experience:

• Four-year college diploma or one to three years of equivalent technology experience.

Experience:

• Working knowledge of MacOS and the Apple ecosystem is highly desired.

• Working knowledge of Windows 10 and 11.

• Working knowledge of PC hardware with the ability to diagnose problems and repair computers.

• Working knowledge of iOS and Android for mobile devices.

• Experience installing/supporting Microsoft Office applications.

• Knowledge of system imaging software.

• Knowledge of KACE, systems management software, a plus.