Customer Solutions Analyst Co-op Student – Clark Builders

Job Title: Customer Solutions Analyst Co-op Student

Location: Edmonton, AB

Job Description: At Clark Builders, we build Exceptional Experiences! Our remarkable team, made up of individuals with unique talents and perspectives, work together each and every day to deliver exceptional, successful projects and experiences for our clients across Western and Northern Canada through innovation and inspiration.Watch our ‘ videoClark Builders is hiring a Customer Solutions Analyst Co-op Student to join our team in Edmonton. This role will be responsible for the timely troubleshooting of customer technology issues for first call resolution or triage to the appropriate teams for resolution. The position requires technical troubleshooting abilities and excellent customer service skills. This will be a 4 or 8-month work term starting May 2025.Reporting to: Customer Solutions LeadDuties & Responsibilities:Respond to and troubleshoot service requests at first contact, when possible, via multiple platforms including phone, e-mail, chat, in person, job sites, etc. and follow up as requiredAccurately record and document all details of the issue or service requests, including categorization and priority into the service desk toolAdhere to policies and processes to ensure consistent quality of serviceProvide remote access support to various Clark Builders’ offices and job sitesExecute IMACD (Installation, Moves, Additions, Changes and Deletions) requests as assigned, such as office moves, new hardware setup, assigning permissions etc.Provide support and guidance for all internally supported devices, applications, and systemsEscalate concerns to the appropriate subject-matter experts and follow up on incidents when requiredLeverage internal and external resources such as knowledge base, manuals, support sites, and 3rd party support contracts to assist with resolving issuesContribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guidesCollaborate with the IS team to develop, define and deliver related end-user trainingBuild relationships with the support technicians and subject-matter experts to ensure that IS-delivered services and end-user productivity goals are understood and met or exceededBe an advocate for the end user to ensure they receive high-quality, timely service and support from the entire IT/IS teamSkills & Knowledge:Exceptional customer service skillsEffective troubleshooting and problem-solving skillsAbility to learn new technology and applicationsEffective communication skills, both written and verbalMature and self-motivated professional able to work independently in a fast-paced and constantly changing environmentEffective organization skills and time managementAbility to work well in a diverse and focused team atmosphereProactively stays up to date with current technologiesAbility to effectively work in a fast-paced and high-pressure environmentKnowledge of the following systems (preferred):Microsoft SharePointCitrix XenApp and/or XenDesktopiPhone/iPad/MDMWindows and Apple based operating systemsMicrosoft Office/Office 365 Productivity suitesVMware – VirtualizationCisco Meraki End Point ManagementAxios Assyst Ticketing system (or other)PC, laptop, printer and other hardware break-fixQualifications:Currently enrolled in a post-secondary institution, in either Computer Science or another technology-related programExperience in a technical customer service role considered an asset, however training will be providedSoftware and hardware certifications an assetApply now for your exceptional career opportunity!

Company Name: Clark Builders

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