Technical Support Analyst

Reporting directly to the Process Improvement Manager,t the Support Analyst is a critical function to providing support to our end users in the field. This position is focused on customer service and the management of our ticketing system (ServiceNow) to resolve issues quickly. This role
also will include ticket analysis, escalation, technical support.

Advantages
- The expectation is that the person will work on-site 5 days per week for at least the first month. At that point the manager is open to discuss some form of hybrid work.

Responsibilities
KEY RESPONSIBILITIES
- Assist our customers in maximizing their use of our information technology.
- Provide technical support and administration for our business-critical systems, including:
o Microsoft Windows 10, 11,
o Workstations, local and wide area networks, printers, and the associated technology at our
manufacturing plants,
o Systems such as Teams telephony,
o Tools such as Adobe Acrobat, Edge Chromium and Pulse Secure,
o Microsoft Office Suite and Microsoft Office 365,
o Microsoft Intune.
 Performs other functions as required.

Daily Operations
 Perform daily request and incident ticket monitoring,
 Meet all defined Colas ISS SLA requirements for incidents and requests,
 Working on updating the ServiceNow CMDB,
 Performing analysis to identify client problems and documenting these issues,
 Perform any other duties as assigned by the Process Improvement Manager.
Projects
 Update the ServiceNow CMDB.

Qualifications
WHAT YOU BRING
- Minimum 3 years experience providing first level helpdesk support to windows based environments (Must have windows 10/11)
- Experience with MJS Office and Office 365
- Fluency in French is a nice-to-have,
- ServiceNow experience is preferred. (experience with Other ticketing systems also acce3ptable)
-
- Demonstrated ability to write and maintain processes and procedures,
- Strong interpersonal, communication, analytical and complex problem-solving skills,
- Ability to work independently,
- Acts responsibly and holds themselves accountable for their performance,
- Takes the initiative to support as needed,
- Makes decisions quickly,
- Treats everyone with respect and is a model of integrity,
- Quick learner and problem solver,



Summary
WHAT YOU BRING
- Minimum 3 years experience providing first level helpdesk support to windows based environments (Must have windows 10/11)
- Experience with MJS Office and Office 365
- Fluency in French is a nice-to-have,
- ServiceNow experience is preferred. (experience with Other ticketing systems also acce3ptable)

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.