IT Support Specialist

The Shaw Group is one of Eastern Canada’s leading natural resource manufacturers and community developers.

With a specialty in manufacturing products for the construction industry, we serve a variety of market sectors and produce close to 1,000 individual products in facilities across the Maritimes.

Operating on a decentralized basis through a number of divisions and subsidiaries to provide the best service for our clients, Shaw puts a strong focus on providing a work environment that recognizes individual and team achievements.

Committed to making a positive contribution to the communities and regions we operate in, our market has grown to include all of North America, and we export product all over the world.

The Shaw Group is searching for an IT Support Specialist to join our corporate IT team in Lantz, Nova Scotia (just outside of Halifax, NS).

As the IT Support Specialist, you will be the primary point of contact for technology support across all Shaw Group divisions.

You will own the service desk inbox, making sure every request is assessed, prioritized and assigned, and you will independently resolve Level 1–2 issues involving devices, accounts and access, Microsoft 365 and business applications.

Reporting to the Director of IT, with day-to-day direction from the IT Operations Lead, you will keep users informed from first contact through resolution.

As the ideal candidate, you take ownership.

You work through problems methodically, resolve routine issues on your own, and escalate the complex ones with clear notes so nothing has to be asked twice.

You document your work so others can repeat it, and you are dependable: you keep a live queue moving while balancing hands-on work at our offices and plant sites.

You will be part of a small, collaborative IT team with a human-first approach to support: a person answers every contact.

Our team values reliability, clear communication and a commitment to getting it right the first time.

Key responsibilities include:

• Owning the service desk inbox during business hours: triaging, prioritizing and assigning every request against priority guidelines and service-level targets, with no request left unassigned at the end of the day
• Providing first- and second-level support for hardware, software, connectivity, accounts and access, in person, by phone and through Teams
• Administering Active Directory and Microsoft 365 within delegated access: accounts, security groups, folder and mailbox permissions, MFA, licensing, and One Drive and SharePoint access
• Supporting business applications using approved runbooks, and routing ERP (Syspro) requests to Level 2 with the details needed to resolve them
• Managing desktop and laptop printing, including drivers, TCP/IP ports and print queues, in coordination with the Network Administrator
• Preparing, imaging and deploying devices to documented build standards and checklists
• Closing tickets with clear notes covering the cause, the fix and confirmation with the user, and maintaining runbooks and knowledge-base articles
• Following IT policies, security standards and internal controls for onboarding, offboarding, device builds and access changes
• Providing on-site support at Shaw divisions and plant sites, following site safety requirements including PPE, and participating in a two-week on-call rotation Qualifications include:
• Diploma or degree in Information Technology, Computer Systems or a related technical field
• 1–3 years of experience in service desk or end-user technical support, including independently resolving Level 1 incidents and account and access requests
• Hands-on experience administering Active Directory and Microsoft 365 (users, groups, permissions and Exchange Online)
• Solid Windows 11…