This position is responsible for triage, troubleshooting and problem solving of numerous technologies and various platforms utilized at NACG, e.g. Desktop and Laptop operating systems, triage of network and Wi-Fi applications, laptops and PC peripherals (printers, MFPs, etc.) through problem analysis and solutions while ensuring consistent and reliable operations of the NACG Service Desk.Support AnalystManage incoming requests from internal customers via phone or electronic systemsDiagnose issues and remediate if possible, escalate to appropriate support analystMonthly Reporting of requests, incidents and scheduled technical changesSystem AdministrationCreate, modify and deprovision network and email accounts upon request from business in a timely mannerManagement of the imaging of corporate workstations using coordinating with vendor warranty servicesTracking IT related software support, licensing and hardware asset usageCreating and revising documentation for hardware, tracking work flows and instructions for various programs and systemsDaily system checks of business-critical applications and servicesInstalls, Moves, Adds and Changes (IMAC)Physically setting up IT equipment for new or existing usersCoordinating with the support team to ensure smooth rollout of hardware and softwareDocumenting changes to current IMAC process and reviewing with the IT managerCapturing and reporting major and minor issues during the IMAC process and coordinating with the Support team to resolutionOne year’ experience at an IT Service Desk or in Customer ServiceOne year’ experience in an IT service delivery coordinator role or equivalent technical support experiencePost-secondary education an asset.Formal IT Certification and ProgressionExceptional customer service skills, with a demonstrated ability to establish and maintain professional customer, staff and service provider relationsExcellent verbal and written communication skills and effective listening skillsAbility to inspire confidence while leading customers through the steps to resolve issues via phone and emailSelf – starter with initiativeStrong computer troubleshooting skills and ability to learn company systems, techniques and processes quickly in training environment and the ability to transfer learning to work environmentAbility to manage multiple priorities within a high volume and fast paced environment and handle shifting priorities daily, e.g. ability to manage multiple tasks, and switch priorities and focusKnowledge of Business or Service Management an asset (ITIL 3.0 Foundations)Excellent verbal and written communication skills, including ability to communicate processes and identify needsA commitment to personal high standards proven by excellent attendance and the desire and ability to contribute to team and company goalsStrong organizational, planning and time management skills. Ability to manage multiple tasks/prioritiesAbility to work independently and as a team memberKnowledge of and capability to improve the utilization of IT ticket and asset management toolsProcess analysis, development and implementation Strong analytical skills and ability to determine from a complex set of variables how to resolve issues.Experience of Microsoft Windows and Office systems.Windows 710 operations understanding are required for this position. High moral and ethical standardsAbility to fit within the vision of NACG IT Workplace Services and Service Desk functions and the flexibility to work within support of Customer DeliveryRewards of our positions include competitive compensation and benefits packages and excellent career growth prospects. To explore this opportunity, please submit a resume of your experience and accomplishments in confidence.North American Construction Group (NACG) has served as an industry leader in the heavy construction and mining industries for over 65 years. In that time, we’ve proven ourselves as a safe and reliable contractor who can complete projects of any size and scope. We’ve also taken a number of bold steps forward to broaden our footprint, expanding to mines outside our provincial borders, and providing third-party maintenance services to clients and customers.In addition to providing employees with rewarding careers, North American has a whole lot more to offer:Significant Growth –As a company, NACG is rapidly expanding, and has practically doubled in size over the past year alone.Long Term Contracts – With over $1 billion dollars in contracted work booked through 2023, NACG can provide long term employment solutions and numerous opportunities for advancement.Commitment To Safety – With a top tier record for safety performance, NACG is dedicated to ensuring that everyone gets home safe, and constantly strives for a goal zero performance.Competitive Compensation – NACG provides competitive compensation packages for all employees.Attractive Benefits Package – With a substantial benefits package provided to all employees, NACG ensures that you are covered for life’s many surprises.GRRSP Matching – As you begin your new career, you can also start planning for the future thanks to NACG’s GRRSP matching.North American Construction Group is an equal opportunity employer, and encourages applications from all qualified individuals. We are committed to providing a diverse and inclusive work environment where every employee feels valued and respected.Become a member of the North American family today!