User Site Support Analyst 3rd Level

Saint-Gobain North America; Mississauga; On-site; CAD 55,000 - 85,000; Full time

Job summary

An established industry player is seeking a User & Site Support Analyst to provide exceptional technical support and troubleshooting for PC issues. This role involves configuring new equipment, maintaining existing infrastructure, and collaborating with various teams to ensure smooth operations. The ideal candidate will have strong analytical skills and a commitment to customer service, ensuring that all employees receive the support they need. Join a forward-thinking company that values innovation and employee well-being, offering a dynamic work environment and opportunities for professional growth.

Benefits

Excellent healthcare options

Parental leave

Tuition Reimbursement

Employee Recognition Programs

Apprenticeship Program

Pet Care options

Perks & Savings Program

Qualifications

• 5+ years of experience in PC and IT management.
• Strong analytical and problem-solving skills required.

Responsibilities

• Troubleshoot and resolve desktop issues for employees.
• Install, configure, and maintain workstations and hardware.

Skills

PC Troubleshooting

Technical Support

Analytical Skills

Problem-Solving

Communication Skills

Education

Associate or Bachelor's Degree

Tools

Microsoft Office/M365

ServiceNow

Job description

The primary responsibility of a User & Site Support Analyst (Level 3) is to assist Saint Gobain employees with daily PC issues and provide support to the service desk. The User & Site Support Analyst (Level 3) will be tasked with configuring new PC equipment, maintaining existing infrastructure, and handling complex troubleshooting. Additionally, they will serve as the remote eyes and hands for other SGTS teams to support local infrastructure needs at field locations. The User & Site Support Analyst (Level 3) will act as the escalation point for the ITSM vendor and Level 2 team.

IS THIS JOB FOR YOU?

Key Responsibilities:

1. Troubleshoot and resolve desktop issues
2. Provide local technical support
3. Perform onsite analysis and resolution of complex desktop problems
4. Install, configure, and maintain workstations and related hardware/software
5. Implement performance upgrades to desktops
6. Collaborate with supervisors to ensure efficient desktop operations
7. Handle escalations from Service Desk and USS Level 2 teams
8. Maintain inventory of computers and related equipment
9. Update configuration items in ServiceNow/NEOPS
10. Document instances of desktop equipment failure, repair, installation, and removal
11. Contribute to Knowledge Base
12. Provide primary support for VIPs
13. Stay informed about security changes
14. Assist in managing and enforcing IT security policies
15. Address service issues and build lasting relationships with customers
16. Occasionally work outside of normal business hours
17. Ensure 24/7 on-call availability

Qualifications:

1. Associate or bachelor’s degree (technical or business related) is a plus
2. 5+ years of applicable work experience with PC and/or IT management
3. Prior experience servicing internal customers in a large complex organization is preferred
4. Experience with Microsoft Office/M365 is required
5. Experience with other Microsoft Office tools and workflow software is preferred
6. Strong analytical and problem-solving skills
7. Excellent written and verbal communication skills
8. Proven ability to address issues independently
9. Strong organizational skills with attention to detail
10. Ability to apply judgment when balancing workload and deadlines
11. Up to 25% of travelling

A LITTLE MORE ABOUT US

Saint-Gobain, founded over 360 years ago, is a global leader in the design, manufacturing, and distribution of materials and solutions for the construction and industrial markets. With a presence in 79 countries and over 160,000 employees worldwide, Saint-Gobain is committed to creating sustainable and innovative solutions that improve the quality of life and well-being of people everywhere.

Our mission is to make the world a better home by designing and delivering innovative, sustainable solutions that enhance the built environment. We are dedicated to achieving net-zero carbon emissions by 2050 and fostering a diverse and inclusive workplace. Joining Saint-Gobain means becoming part of a dynamic and forward-thinking team that values innovation, sustainability, and employee well-being, offering a collaborative work environment and opportunities for professional growth.

LEGAL STATEMENT

Saint-Gobain is an inclusive and equal opportunity employer committed to providing reasonable accommodations throughout the recruitment process to applicants upon their request. This commitment is in accordance with the Accessibility for Ontarians with Disabilities Act (AODA).

BENEFITS IN JOINING US

What we offer…

We provide unique options to fit your unique lives! Our Total Rewards Program offers a total approach to well-being!

Our amazing benefits and programs include but are not limited to:

• Excellent healthcare options: Medical, vision, prescription & dental
• Family Focus & Time off: Parental leave, paid time-off, and Employee Assistance Program
• Financial Security: Company-funded Retirement Accumulation Plan - Registered Retirement Savings Plan (RRSP), Deferred Profit-Sharing Plan (DPSP), Tax-Free Savings Account (TFSA), and Employee Stock Purchase Program (PEG)
• Tuition Reimbursement: Continuing education for every season of your career
• Employee Recognition Programs: We regularly celebrate and recognize when employees go above and beyond
• Apprenticeship Program for Skilled Trades: Designed to develop your technical skills and knowledge in Skills Trades
• LiveWell: Rewarding you for living a healthy lifestyle
• Be Well Be You: Our comprehensive benefits, resources, and programs platform to help you and your family be well, wherever you are in life (Emotional, Physical, Financial, and Social)
• Pet Care options: Insurance plan, prescription discount program, and pet care for your furry friends
• Perks & Savings Program: access to thousands of gift cards, in-store and online discounts, as well as cashback offers.