Provisioning Analyst
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.
Role summary
Position type: Permanent full-time
Location: Mount Royal, Montreal
Reports to: Manager - Technical Support
Salary: $75,000 - $77,000
Mission
The provisioning analyst is an essential function to provide Colas ISS' first IT contact with Colas' new associates on day one. The position is focused on customer service and hardware/software lifecycle management of the company's assets, using an asset management tool. This would include procurement, configuration (imaging), user account management and logistics.
Main Responsibilities
Supply
- Install and configure software/hardware systems that support our operating environment.
- Develop and maintain installation and configuration procedures.
- Initiate and manage the ordering process for software/hardware including but not limited to purchase order creation.
- Maintenance and documentation of the computer inventory in the asset database.
- Image and configure computers with the appropriate operating system(s), necessary business applications and settings using tools such as SCCM.
- Create Active Directory and other accounts with the appropriate level of access based on user needs.
- Ship computers to users, managing costs and coordinating with level 1&2 support for delivery, as needed.
- Providing setup introduction to new users.
- Analyze inventory and provide data points to create replacement calendars.
- Provide initial training to new users on Colas ISS IT tools, procedures, organizations and applications
- Coordinate presentations for new employees and pass the baton to local IT technicians
Day-to-day operations
- Track requests and provisioning tickets on a daily
- Create, track and manage documented departmental operating procedures.
- Maintain good collaboration with suppliers
- Prioritize incoming email or ticket system requests for new and replacement computers by getting all the appropriate approvals for new purchases and security requests.
Maintenance
- Fast and accurate updates of inventory data for all equipment in all locations
- Perform periodic audits (to be determined) on end-user application licenses and role-based access levels
Support
- Act as an ambassador between our department and our users, maintaining good relationships and open communication
- Empathize and communicate with customers to ensure their satisfaction
- Assist in the training of end users on IT procedures
- Troubleshoot billing and inventory issues
Projects
- Participate in projects when infrastructure tasks require purchase of appropriate equipment.
Education and experience
• Diploma of College Studies or equivalent
• 3 years of experience in setting up and supporting Microsoft Windows 7 & 10 as well as productivity tools such as Microsoft Office
• Must be bilingual (English/French)
• Preferred ITIL v3 certification
• Knowledge of ITSM principles
Knowledge, skills and abilities
• Proficiency in MS Outlook, PowerPoint, Word and Excel
• Knowledge of ticketing systems
• Accustomed to working independently and searching for answers/resources independently. Has a capacity for rapid learning and a capacity for decision-making.
• Ability to interact with all levels of management as well as end users
• Customer service experience
• Strong written and verbal communication skills
• Experience creating documentation
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 Caring, Sharing, and Daring, 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.