IT Support Specialist

The Shaw Group; Lantz; On-site; CAD 50,000 - 70,000; Full time

Job summary

The Shaw Group in Lantz, Nova Scotia is seeking an IT Support Specialist to join our corporate IT team. You will be the frontline for technology support across Shaw Group divisions, owning the service desk inbox and resolving Level 1–2 issues.

Reporting to the Director of IT, you will work closely with the IT Operations Lead, document your steps, and provide on-site support at Shaw sites and plants, balancing hands‑on work with remote assistance.

Qualifications

• Diploma or degree in IT or a related field.
• 1–3 years in service desk or end-user support.
• Experience administering Active Directory and Microsoft 365.
• Strong Windows 11 troubleshooting and device deployment.
• ITSM ticketing system experience.
• Excellent customer service and documentation.
• Valid driver’s license and ability to travel to Shaw Group sites.

Responsibilities

• Owning the service desk inbox during business hours, triaging, prioritizing and assigning requests.
• Providing first- and second-level support for hardware, software, connectivity, accounts and access.
• Administering Active Directory and Microsoft 365 within delegated access.
• Routing ERP (Syspro) requests to Level 2 with necessary details.
• Managing desktop and laptop printing and related queues.
• Imaging and deploying devices to build standards and checklists.
• Closing tickets with clear notes and maintaining runbooks.
• Following IT policies, security standards, and internal controls.
• Providing on-site support at Shaw divisions and plant sites; on-call rotation.

Skills

Service desk

End-user support

Active Directory

Microsoft 365

Windows 11

ITSM

Customer service

Documentation

On-site support

Education

Diploma or degree in IT

Tools

Syspro ERP

Job description

The Shaw Group is one of Eastern Canada’s leading natural resource manufacturers and community developers. With a specialty in manufacturing products for the construction industry, we serve a variety of market sectors and produce close to 1,000 individual products in facilities across the Maritimes. Operating on a decentralized basis through a number of divisions and subsidiaries to provide the best service for our clients, Shaw puts a strong focus on providing a work environment that recognizes individual and team achievements. Committed to making a positive contribution to the communities and regions we operate in, our market has grown to include all of North America, and we export product all over the world.

The Shaw Group is searching for an IT Support Specialist to join our corporate IT team in Lantz, Nova Scotia (just outside of Halifax, NS).

As the IT Support Specialist, you will be the primary point of contact for technology support across all Shaw Group divisions. You will own the service desk inbox, making sure every request is assessed, prioritized and assigned, and you will independently resolve Level 1–2 issues involving devices, accounts and access, Microsoft 365 and business applications. Reporting to the Director of IT, with day-to-day direction from the IT Operations Lead, you will keep users informed from first contact through resolution.

As the ideal candidate, you take ownership. You work through problems methodically, resolve routine issues on your own, and elevate the complex ones with clear notes so nothing has to be asked twice. You document your work so others can repeat it, and you are dependable: you keep a live queue moving while balancing hands‑on work at our offices and plant sites.

You will be part of a small, collaborative IT team with a human‑first approach to support: a person answers every contact. Our team values reliability, clear communication and a commitment to getting it right the first time.

Key responsibilities include:

• Owning the service desk inbox during business hours: triaging, prioritizing and assigning every request against priority guidelines and service‑level targets, with no request left unassigned at the end of the day
• Providing first- and second-level support for hardware, software, connectivity, accounts and access, in person, by phone and through Teams
• Administering Active Directory and Microsoft 365 within delegated access: accounts, security groups, folder and mailbox permissions, MFA, licensing, and OneDrive and SharePoint access
• Supporting business applications using approved runbooks, and routing ERP (Syspro) requests to Level 2 with the details needed to resolve them
• Managing desktop and laptop printing, including drivers, TCP/IP ports and print queues, in coordination with the Network Administrator
• Preparing, imaging and deploying devices to documented build standards and checklists
• Closing tickets with clear notes covering the cause, the fix and confirmation with the user, and maintaining runbooks and knowledge‑base articles
• Following IT policies, security standards and internal controls for onboarding, offboarding, device builds and access changes
• Providing on‑site support at Shaw divisions and plant sites, following site safety requirements including PPE, and participating in a two‑week on‑call rotation

Qualifications include:

• Diploma or degree in Information Technology, Computer Systems or a related technical field
• 1–3 years of experience in service desk or end‑user technical support, including independently resolving Level 1 incidents and account and access requests
• Hands‑on experience administering Active Directory and Microsoft 365 (users, groups, permissions and Exchange Online)
• Solid Windows 11 troubleshooting, device imaging and deployment, printer support and networking fundamentals (TCP/IP, DNS, DHCP and Wi‑Fi)
• Experience working to service‑level targets in an IT service management (ITSM) ticketing system
• Familiarity with AI and generative AI tools, and appropriate handling of corporate information
• Strong customer service and clear written documentation, with the ability to explain technical issues to non‑technical employees
• Reliable and punctual, with sound judgment about when to resolve and when to elevate
• Valid driver’s license and the ability to travel to Shaw Group sites in Nova Scotia and New Brunswick
• Experience supporting an ERP or line‑of‑business application, and certifications such as CompTIA A+, MD-102 or MS-900, are assets

Why work for The Shaw Group?

We understand the importance of investing in and developing our people. We are collaborative and team oriented. We provide our team with the opportunities to grow, and we create a safe environment for our people to bring fresh ideas to the table.

We are committed to offering equal employment opportunities in our workplace and encourage applications from Women, Indigenous persons, persons with disabilities, and members of visible minorities. For more information on The Shaw Group of Companies please visit our website: www.shawgroupltd.com

The Shaw Group thanks all applicants for their interest; only those selected for an interview will be contacted. Accommodation is available on request throughout the recruitment process.