Serve as the primary point of contact for day-to-day IT support tickets across office and field locations
Troubleshoot and resolve hardware, software, and connectivity issues for end users with varying technical comfort levels
Communicate clearly and patiently-whether on the phone with a superintendent in the field or walking a colleague through a reset in the office
Escalate unresolved issues to the IT Manager with full documentation and context
Maintain the Help Desk ticketing system with accurate records to support tracking and long-term planning
Configure and deploy workstations, laptops, and mobile devices for new hires
Set up user accounts and access permissions in Active Directory and Microsoft 365
Provide basic orientation to Shaw's systems and ensure new users are ready to work from day one
Coordinate setup and breakdown of IT resources at construction trailer locations (routers, switches, printers, connectivity)
Manage turn-up and shut-down of jobsite communications services with external providers
Maintain organized IT equipment inventory and accurate asset records
Configure, redeploy, and retire computers per standard lifecycle policy
Manage mobile device lifecycle iOS and Android acquisition, deployment, and recovery
Support printers, copiers, and common area technology equipment

Minimum 2 years of Help Desk or end-user IT support experience required; 3 years preferred
Associate's or Bachelor's degree in Computer Information Systems or related field preferred; equivalent hands-on experience considered
Active Directory user account management and basic administration
Microsoft 365 setup, troubleshooting, and end-user support
Windows OS current versions, workstation troubleshooting
Hardware experience workstation and laptop configuration, peripheral setup
Basic networking fundamentals routers, switches, connectivity troubleshooting

Information Technology Specialist, Level 2

Key skills