Technical Support Analyst

Colas Canada Inc.; St. Albert; Hybrid; CAD 80,000 - 90,000; Full time

Benefits offered by this job

Health benefits

Retirement programs

Paid vacation

Professional development

Job summary

Colas Canada Inc. is seeking a Technical Support Analyst to deliver exceptional on-site and remote IT support across North American operations.

You will manage Windows 11/Server, Active Directory, Microsoft 365, Intune, and collaboration tools while supporting business applications and end-user devices. The role requires 4 days in the office and one day remote, with up to 50% travel within Western Canada and occasional US travel.

Qualifications

• 5+ years of IT customer service experience.
• Experience supporting Windows 11/Server and Microsoft 365.
• Familiar with AD, Intune, MFA and enterprise networking basics.
• Strong written and verbal communication skills.
• Ability to work autonomously and prioritize tasks.

Responsibilities

• Provide on-site and remote IT support for business systems.
• Administer Windows 11/Server, AD, and M365 environments.
• Support Teams Telephony and collaboration tools, including Office 365.
• Assist with asset management, documentation, and knowledge base creation.
• Travel within Western Canada and occasional US-Canada movements as needed.

Skills

IT customer service

Windows 11

Windows Server

Active Directory

Microsoft 365

Intune

Power BI basics

ServiceNow

Communication

Autonomy

Education

Tools

Windows 11

Windows Server

Active Directory

Teams Telephony

Office 365

Intune

Power BI

ServiceNow

Job description

Subsidiary: COLAS CANADA INC.
Colas IS Support is the information technology arm of the North America business for Colas and is based in Denver, Colorado. Colas ISS strives to make Colas an industry leader through developing custom mobile applications and business intelligence tools, supporting core applications, maintaining our infrastructure, and much more. Through a partnership with the Colas Companies in the USA & Canada Colas IS Support helps empower our employees for success while also providing direct contact with users and other innovators across the organization. To learn more about Colas IS Support visit www.colasiss.com/.
Throughout our local Colas companies, we provide competitive pay, outstanding benefits, career advancement opportunities, professional education, and extensive training for every employee. We pride ourselves on upholding the highest standards of safety, environmental conservation, and ethical conduct as we strive to grow our infrastructure products and services through empowering and developing our people, fostering innovation, utilizing new technology, and maximizing vertical integration at all levels of the company’s value chain.
Colas IS Support and the Colas companies in North America are part of the Colas Group, the worldwide leader in transportation infrastructure construction and maintenance. For information on our international network visit www.colas.com.

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

• 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 responsible 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.

DIVERSITY IS IMPORTANT TO US

At Colas, we believe our workforce should reflect the diversity of the communities we connect. By living our core values of Respect, Engagement, Pioneering and Sharing, we welcome all those who help create the links that bring us together. We are committed to equal employment opportunity regardless of age, ethnicity, national origin, religious beliefs, disability, marital or family status, gender, gender identity or expression.