Service Desk Analyst

Aecon • Charlotte, NC

5d

About The Position

Aecon delivers some of the most complex and impactful infrastructure projects — from transformative transportation networks to critical energy, industrial and nuclear programs. The projects we build connect communities and power future generations. With deep roots in North America and a strong footprint internationally, Aecon brings global expertise and proudly serves public and private sector clients through its Construction and Concessions segment. Safety Always is not only our #1 core value – it is the standard that anchors our culture. We believe the most ambitious projects deserve the most committed people. At Aecon, you won’t just build your career — you’ll help build what matters to enable future generations to thrive. At Aecon we: Ensure you and your family receive the services and benefits needed to support your mental, emotional, and physical well-being. Are intentional when it comes to investing in your development. We help you build your career and advance your skills through our Aecon University, tuition reimbursement, and Leadership Programs. Are committed to creating work environments focused on mutual respect, teamwork, collaboration, and new ideas, through meaningful initiatives, training, and partnerships with Veteran groups, to ensure we are building with top talent and harnessing our collective strengths within every aspect of our culture. Operate responsibly by managing risk, safety, and environmental considerations across all our projects and surrounding communities. Our success is built on the passion, expertise, and dedication of our people. Together, we embrace strong execution, innovation, and continuous improvement — values that come to life through the unique talents and collaborative spirit of every team member. If you’re inspired to make a difference through future-building projects, join our best-in-class team.

Requirements

• Excellent oral and written communication skills
• Degree or diploma related to Information Services or equivalent work experience
• Ability to clearly communicate technical concepts to non-technical people.
• Excellent customer service skills
• Technical knowledge in computer hardware and software configuration
• Ability to multi-task in a fast-paced environment
• Ability to act individually and work together with others as part of a team
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures
• Must have a working knowledge of Windows 10, MS Office 365 products, Microsoft Exchange, and Active Directory
• Able to troubleshoot network connectivity, router, access point, and switch issues
• “Can do” attitude

Nice To Haves

• Familiarity with ITIL Foundations is an asset
• Experience with Incident Management, Problem Management, Knowledge Management, Change Management, or Service Level Management is an asset
• Understanding of BMC Remedy, Citrix XenApp, SAP, and Microsoft Teams is also an asset
• Ability to speak multiple languages considered an asset

Responsibilities

• Primary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
• Provide first Level Service Desk support to end users on a variety of issues.
• Responsible to monitor all open requests and incidents to ensure timely resolution, escalating to management for assistance when appropriate
• Assign requests or incidents to appropriate queues for follow up
• Responsible to log a ticket for any IS issues received via walk-in, phone, or e-mail in Aecon’s Service Management Tool (BMC Remedy)
• Handle problem recognition, by contacting end users to collect information about problems or incidents and lead the user through diagnostic procedures to determine the source of the error
• Document and communicate knowledge with the rest of the team to improve service levels, by developing and maintaining “how-to” procedures and knowledgebase articles

Benefits

• Ensure you and your family receive the services and benefits needed to support your mental, emotional, and physical well-being.
• Are intentional when it comes to investing in your development. We help you build your career and advance your skills through our Aecon University, tuition reimbursement, and Leadership Programs.
• Are committed to creating work environments focused on mutual respect, teamwork, collaboration, and new ideas, through meaningful initiatives, training, and partnerships with Veteran groups, to ensure we are building with top talent and harnessing our collective strengths within every aspect of our culture.
• Operate responsibly by managing risk, safety, and environmental considerations across all our projects and surrounding communities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree