Services & Support Specialist

Division:
Canada - Vancouver

Project Location(s):
Vancouver, BC V5K 0A1 CAN

Minimum Years Experience:
Travel Involved:
Job Type:
Regular

Job Classification:
Experienced

Education:
Job Family:
Information Services

Compensation:
Salaried Non-Exempt

Position Description: Assist with and provide support and services of Information System (IS) technologies and end-user related issues at locally, regionally, and/or enterprise level. Liaise with IS team, at local office and project site locations to assist with planning, coordination, and deploying IS technology implementations.

Essential Duties & Key Responsibilities:

• Assist with troubleshooting, supporting, and resolving end-user issues related to Information Services (IS) voice, data, applications, hardware, software, workstation configuration, network and technology systems. Document issues in ticketing system and provide timely status updates and final resolutions to end-users.
• Understand, follow, and apply IS policies, procedures, security and standards relating to infrastructure systems, components, applications and services.
• Escalate Turner IS security compliance and standards matters to supervisor and educate end-users on IS policies, procedures, Turner tools, and best practices.
• Adopt IS lean tools to plan, schedule, and perform work activities and to communicate status with supervisor and team.
• Maintain updated documentation of assigned requests within ticket management system.
• Support development of knowledge-based articles based on ticket resolutions as applicable.
• With authorization, procure hardware, software, and cellular services from equipment vendors and provision and configure as assigned. Track allocation of equipment.
• Support and inform end-user's technology requests and identify appropriate options based on hardware, software, or system functional specifications relevant to IS standards and operational tools.
• Support development, tracking, and maintenance of timely documentation of local technology infrastructure including inventories of hardware and applications of desktop computers.
• Support recovery from disaster or failure of equipment identified during daily system backups of local server and other mission critical business unit infrastructure.
• As directed, assist with and complete data migrations, archive data, and manage data user permissions.
• As directed, assist with implementing projects following Turner IS methodology for change management including scope, schedule and budget.
• Apply basic continuous improvement concepts and practices to work efficiently, enhance programs, coordinate, and reduce waste.
• As requested, provide information for briefings at IS management meetings.
• Other activities, duties, and responsibilities as assigned.

Qualifications:

• Minimum of 3 years of related experience and in pursuit of or with Bachelor's Degree from accredited degree program in Information Services, Computer Science, Operations, Management, or related field of study, or with current Information Technology (IT) certifications such as A+, Network+, or MCP, or with equivalent combination of education, experience, and training
• Ticket management system experience
• Basic desktop and systems support and troubleshooting knowledge
• Basic knowledge of Windows Server Administration and Active Directory
• Familiar with installation and deployment of Windows 10 and 11 operating systems
• Proficient computer skills and familiar with Microsoft Office 2016, Office 365, SharePoint, OneDrive, two-factor authentication, data migrations, and Mobile Device Management applications
• Basic knowledge of telephone equipment, VOIP, LAN/WAN, peripheral network devices, and cellular phone operating systems
• Familiar with supporting multi-function printers and scanners
• Basic knowledge of malware, spyware, anti-virus software
• Basic experience using continuous improvement principles and concepts
• Professional and clear verbal and written communication skills
• Able to work independently with direction and supervision, and in team environment Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle, or feel objects, tools, or controls; and reach with hands, talk, and hear. The employee frequently views a computer monitor and frequently uses a computer keyboard. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus. Performance of the required duties may require physical ability to climb permanent and temporary stairs, passenger use of construction personnel hoists, ability to climb ladders and negotiate work areas under construction. While performing the duties of this job, the employee is frequently required to sit, climb, balance, stoop, kneel, crouch, crawl, use hands to finger, handle or feel objects, tools, or controls, and reach with hands, talk, and hear. The employee is regularly required to be mobile, and the employee occasionally travels both short and long distances via a variety of conveyances. The employee occasionally performs work on-site at construction work sites, office locations, and/or off-site venues. The employee must regularly lift and/or move up to 15 pounds and occasionally lift and/or move up to 50 pounds.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee regularly works in an office or remote setting. The noise in the work environment is usually quiet to moderate in an office setting. While performing the duties of this job, the employee occasionally works at construction work sites where the employee is exposed to moving mechanical parts, high precarious places, fumes, or airborne particles, outside weather conditions, and risk of electrical shock. The noise in the work environment is usually moderate to loud. The employee is required to work in compliance with company safety policies, procedures, and applicable laws.

Turner Construction Company is an equal opportunity employer and does not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, or any other characteristic protected by law. Accommodations are available, including for applicants with disabilities, in the application and recruitment process, upon request.