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.