IT Field Services Analyst

Job title: IT Field Services Analyst

Job description: Graham is a growing, dynamic, and innovative construction solutions provider with history of success dating back to 1926. As an employee-owned company, you will be able to capitalize on our collective success by becoming an owner yourself. You will also be able to take advantage of professional development, learning and growth opportunities, while working on exciting, leading-edge projects.

We rank among Canada’s largest construction companies, are a Platinum Member of Canada’s 50 Best Managed Companies and are seeking top tier talent to further strengthen our capabilities. We provide a collaborative and caring culture and the necessary tools and support for you to succeed, both personally and professionally. If you’re eager to work on innovative projects, be part of a great team and become an employee-owner, Graham is the place for you.

Our career opportunities extend well beyond construction and engineering. We also offer exciting career growth and development in areas such as: accounting; administration; asset management; business development; communications; estimating; finance; health, safety, environment and quality; human resources; information systems/technology; investments; legal and risk management; purchasing; and SAP. As a member of one of these groups, you will play an essential role in supporting the successful execution of our projects and overall business operations by advising and applying your expertise to various improvement initiatives within your functional area.

Our Information Technology team is a dedicated and driven group that prides itself on continual learning, collaboration and maintaining a high customer satisfaction rating.

We are open to having this role based out on any of our Office Locations

About The Role

In the IT Field Services Analyst role, you will be providing first line support to Graham’s internal customers and stakeholders which includes project site staff, office, and corporate services staff. Your caring and energetic approach will help solve incidents, fulfill requests, and allow our customers to get back to focusing on Graham’s operations as quickly as possible. Maintain excellent customer experience is our primary goal. You will be empowered along with your team to seek opportunities to improve service levels. Improvements can occur through automation, streamlining and simplification of processes or offering education on new advancements in technology. Your Coach and Leader, the IT Services Team Lead, will help foster your growth and ensure you have everything you need to succeed.

As an IT Field Services Analyst at Graham, you will:

• Work through multiple customer incidents, requests and tasks through to completion
• Empathize with our customers to help them through their requests regardless of their standing in the organization
• Prioritize issues based on the severity and escalate to specialists when required
• Demonstrate agile troubleshooting skills for desktops, laptops, basic networking and applications
• Communicate effectively and liaise between technical and non-technical customers
• Prioritize multiple tasks and incidents to ensure high levels of customer satisfaction
• Know your strengths and limitations, remain curious and treat every interaction as an opportunity to learn
• Suggest new and creative ways to improve the support experience in collaboration with your peers
• Assess daily workload requirements and make changes as required based on priorities

To be successful at Graham, you will have the following qualifications and experience:

• Diploma or degree in Computer Science or related discipline
• 1+ years of experience in a Customer Service delivery role
• Working knowledge of Microsoft Suit (Windows, desktop, SharePoint, Active Directory, Exchange and Office 365)
• Fundamental knowledge of networking concepts like switching, routing and VPN as well as internet connectivity using cellular, satellite, ADSL, cable and fiber
• Driven, ambitious and energetic personality, with the ability to work with various skill levels
• Excellent time management and customer service skills
• Ability to communicate effectively in person, virtually or through written text
• Ability to work calmly under pressure, understand and adhere to workflow processes
• Ability to understand IT acronyms and translate them effectively to customers
• Ability to translate user challengers and offer the best expertise to support
• Proficiency in troubleshooting network, desktop and other infrastructure related hardware and software

Compensation and Benefits:

• Competitive salary with annual bonus potential
• Comprehensive benefits package including dental, optical and medical and company matched pension plan.
• Ownership and long term equity opportunities

What we can offer you:

• Strong commitment to safety in the workplace
• Grounded and family-oriented workplace in a progressive environment that is at the forefront of a fast evolving business sector
• Commitment to the training and wealth of opportunities for career development across job categories, project types and locations around North America

Graham is an Equal Opportunity Employer, and employment selection decisions are based on merit, qualifications, and abilities. Graham does not discriminate in employment opportunities or practices based on race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, veteran status or any other characteristic protected by country, regional or local law.

Build your career.

Applications will only be accepted as online submissions through the Graham website.
Please, no unsolicited resumes or phone inquiries from agencies, thank you.

Graham Management Services LP
10840 27th Street SE
Calgary, AB T2Z 3R6
Fax: 403.570.5130

Click Here to Apply

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