• Solutions Support Analyst

    Posted Date 4 weeks ago(6/18/2018 7:03 PM)
    Job ID
    Job City
  • Overview

    For over 50 years North American Construction Group Inc. (NACG) has worked to build a solid reputation as an industry leader. As one of the largest providers of mining, heavy construction, industrial, piling, and pipeline services in Western Canada, we have the precise combination of knowledge and experience that clients seek when they select a service provider.

    We take pride in providing the highest possible level of service to our clients. By fostering a healthy and safe work environment, NACG is able to attract some of the best individuals in the industry. Our experienced team of professionals is able to tackle any job while adhering to the highest standards of safety and quality. NACG has a proven quality assurance program that has been developed for both broad and specific scopes of work and all of our business units are ISO compliant.

    Unrivalled in excellence, North American Construction Group is determined to always be the service provider that is first and foremost in the minds of our clients, employees and stakeholders.

    North American Construction Group - We build careers!


    North American Construction Group was named one of Alberta’s Top 60 Employers for 2013! This prestigious honor, presented by MediaCorp Canada, recognizes NACG as one of the province’s most progressive employers, Some of the criteria that helped shine a spotlight on NACG included:

    • the Company’s significant investment in Learning & Development
    • the diverse career opportunities we provide across several different industries
    • our competitive compensation packages
    • Performance Management processes
    • profit sharing
    • and the successful Co-op program we employ to provide valuable hands-on experience for students

     For the past few years, our company has worked diligently to create a strong corporate culture and to provide all the tools our employees need to succeed.



    Position Scope

    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 Analyst

    • Manage incoming requests from internal customers via phone or electronic systems
    • Diagnose issues and remediate if possible, escalate to appropriate support analyst
    • Monthly Reporting of requests, incidents and scheduled technical changes

    System Administration

    • Create, modify and deprovision network and email accounts upon request from business in a timely manner
    • Management of the imaging of corporate workstations using coordinating with vendor warranty services
    • Tracking IT related software support, licensing and hardware asset usage
    • Creating and revising documentation for hardware, tracking work flows and instructions for various programs and systems
    • Daily system checks of business-critical applications and services

    Installs, Moves, Adds and Changes (IMAC)

    • Physically setting up IT equipment for new or existing users
    • Coordinating with the support team to ensure smooth rollout of hardware and software
    • Documenting changes to current IMAC process and reviewing with the IT manager
    • Capturing and reporting major and minor issues during the IMAC process and coordinating with the Support team to resolution


    • One year’ experience at an IT Service Desk or in Customer Service
    • One year’ experience in an IT service delivery coordinator role or equivalent technical support experience

    • Post-secondary education an asset.
    • Formal IT Certification and Progression
    • Exceptional customer service skills, with a demonstrated ability to establish and maintain professional customer, staff and service provider relations

    • Excellent verbal and written communication skills and effective listening skills

    • Ability to inspire confidence while leading customers through the steps to resolve issues via phone and email

    • Self – starter with initiative

    • Strong computer troubleshooting skills and ability to learn company systems, techniques and processes quickly in training environment and the ability to transfer learning to work environment

    • Ability 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 focus

    • Knowledge of Business or Service Management an asset (ITIL 3.0 Foundations)

    • Excellent verbal and written communication skills, including ability to communicate processes and identify needs

    • A commitment to personal high standards proven by excellent attendance and the desire and ability to contribute to team and company goals

    • Strong organizational, planning and time management skills. Ability to manage multiple tasks/priorities

    • Ability to work independently and as a team member

    • Knowledge of and capability to improve the utilization of IT ticket and asset management tools

    • Process 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 7\10 operations understanding are required for this position. High moral and ethical standards

    • Ability to fit within the vision of NACG IT Workplace Services and Service Desk functions and the flexibility to work within support of Customer Delivery


    Rewards 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.


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed