Provisioning Analyst

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