Technical Support Analyst

Mission

As a Technical Support Analyst, you will be part of a distributed team of highly skilled professionals who take pride in their technical expertise, problem-solving abilities, and customer-focused approach. As the face of Colas IS Support within your assigned territory, you will interact directly with internal customers, delivering exceptional on-site and remote support for a wide range of technical issues. This hybrid role requires four days per week in the office and one day working from home.

What We Offer

We offer a competitive total rewards package, including:

• Annual base salary of $80,000–$90,000

• Comprehensive health and wellness benefits

• Retirement and financial well-being programs

• Paid vacation and approved time-off programs

• Professional development and career-growth opportunities

Final compensation will reflect the successful candidate's qualifications, experience, internal equity, and the scope of the role.

Main Responsibilities

• Assist our customers in maximizing their use of our information technology

• Provide technical support and administration for our business-critical systems, including:

• Microsoft Windows 11 and Server with Active Directory

• Workstations, servers, local and wide area networks, printers and the associated technology at our manufacturing plants

• Systems such as Teams Telephony

• Microsoft Office Suite and Microsoft Office 365

• Prioritize incoming requests from throughout the region made by phone, e-mail, ServiceNow, and in-person

• Travel to our locations within your territory to resolve critical issues on a moment’s notice

• Be the on-site relay for all ISS services (applications, infrastructure, support): analyze needs, identify problems, coordinate resources and share solutions

• Lead or participate in infrastructure, security, and technology modernization projects within your territory

• Assist with support and troubleshooting of business applications (JWS Apex, COMMANDseries, OnBase, HeavyBid, HeavyJob…) as much as your ever-growing skill level allows

• Support corporate mobile devices including iOS and Android smartphones, tablets, and associated mobile applications

• Support conference room technology, Teams Rooms, presentation equipment, and collaboration tools

• Manage the lifecycle of end-user technology assets, including onboarding, device deployments, software installations, hardware replacements, inventory audits, access management, and CMDB updates

• Maintain accurate IT asset records including computer deployments, hardware replacements, inventory audits, and CMDB updates

• Create and maintain technical documentation, standard operating procedures, and knowledge base articles to improve support efficiency

• Support office, shop, pit, plant, and field operations where technology availability directly impacts production and business continuity

• Collaborate with other IT teams, vendors, and business stakeholders to resolve incidents and implement service improvements

• Coordinate with external vendors and service providers to troubleshoot issues, perform installations, and maintain IT services

• Provide professional onsite support for business leaders and operational stakeholders, ensuring minimal disruption to business operations

• Develop relationships across ISS North America teams and regions to promote communication

• Empathize and communicate with customers to ensure satisfaction

• Multitask effectively to ensure no customer is forgotten and no project undone

• Trend analysis: identify recurring issues, propose root-cause hypotheses, and recommend user training/process improvements

Skills/Qualifications

• 5+ years of IT Customer Service Experience

• Experience supporting Microsoft enterprise technologies including Windows 11, Windows Server, Microsoft 365, Teams Phone, Entra ID, Intune, SharePoint Online, and related collaboration and endpoint management services

• Experience supporting and administering enterprise technologies including Multi-Factor Authentication (MFA), Remote Monitoring and Management (RMM) tools, knowledge management systems, basic Power BI reporting, and enterprise networking technologies

• Strong written and verbal communication

• Ability to work autonomously

• Acts responsibly and holds themselves accountable for their performance

• Demonstrates initiative and proactively identifies opportunities to improve service and operational effectiveness

• Exercises sound judgment and makes informed decisions promptly

• Treats everyone with respect and is a model of integrity

• Is a quick learner and problem solver

• Ability to lift 50 pounds

• 50% travel within Western Canada, infrequent travel elsewhere (perhaps between the US and Canada)

• Windows 11 & Windows Server administration; Active Directory (users, groups, GPO basics)

• Microsoft 365 support (Outlook, Teams, OneDrive/SharePoint fundamentals) and endpoint productivity troubleshooting

• Experience with Microsoft Intune for endpoint management, device provisioning, policy enforcement, and mobile device management would be an asset

• Teams telephony support (call routing basics, devices/headsets, common voice connectivity issues)

• LAN/WAN troubleshooting (DNS, DHCP, IP addressing, VPN) in office and manufacturing-plant environments

• Hardware support: workstations, printers, peripherals; imaging/rebuilding and break/fix workflows

• Remote access tools and secure connectivity (e.g., AnyDesk); field support readiness and on-site triage

• Experience using ITSM platforms such as ServiceNow for incident management, request fulfillment, asset management, knowledge managemen, and change activities

• Support cybersecurity initiatives including endpoint compliance, vulnerability remediation, MFA administration, patching, endpoint protection, access controls, phishing awareness, and security incident response activities

• PowerShell fundamentals for supporting automation (account/device checks, service status, basic log collection)

• AI-assisted support workflows: use Copilot/GenAI to draft KB articles, summarize tickets, and generate troubleshooting checklists while protecting sensitive data

• Ability to manage competing priorities and maintain service levels in a fast-paced environment

Job Posting Information

• This posting is for an existing vacancy.

• Colas Canada may use artificial intelligence-assisted tools to support certain aspects of the recruitment and selection process.