IT Coordinator & Technical Support Specialist

IT Coordinator & Technical Support Specialist

Department: Information Technology

Reports to: HR Manager

Location: North Vancouver, BC (On-Site)

Employment Type: Full-Time

Be the Face of IT. Drive Service Excellence. Make Technology Work for People.

At Carlson Construction Group, technology enables our teams to build, innovate, and deliver exceptional results. We're looking for a proactive, people-focused, and technically savvy IT Coordinator & Technical Support Specialist who thrives on solving problems, creating positive user experiences, and serving as the bridge between our employees and external IT partners.

This is more than a help desk role. You will be the trusted technology resource for our employees, the company's on-site IT presence, and the key liaison responsible for ensuring our Managed Service Provider (MSP) and technology vendors meet service expectations and deliver on their commitments.

If you enjoy everything from troubleshooting laptops and supporting Microsoft 365 to coordinating vendors, supporting SharePoint, improving systems, and driving technology initiatives, this role offers an exciting opportunity to make a meaningful impact across the organization.

What You'll Do

Technology Champion & Trusted Advisor

You will be the first-person employees turn to when they need technical assistance. Whether it's resolving a complex systems issue, helping onboard a new team member, or supporting executive leadership, you'll play a key role in ensuring technology operates seamlessly across the business.

Vendor & Managed Services Coordination

Our IT environment is supported through a hybrid model that combines internal leadership with external expertise.

In this role, you will:

• Serve as the primary liaison between the company and external MSP providers.
• Track, escalate, and manage incidents through resolution.
• Ensure vendors meet established service levels and contractual obligations.
• Coordinate weekly operational reviews and quarterly business reviews.
• Review service metrics, identify trends, and recommend improvements.
• Manage relationships with software, cybersecurity, cloud, and hardware vendors.
• Assist with technology procurement, contract renewals, and budget planning.
• Provide on-site support for remote MSP teams requiring physical access, equipment deployment, or hands-on assistance.

End-User Support & Technical Services

You'll deliver exceptional white-glove support to employees across the organization by:

• Serving as the primary point of contact for technical support requests.
• Troubleshooting hardware, software, network, email, printer, mobile device, and connectivity issues.
• Configuring and deploying laptops, desktops, monitors, mobile devices, conference room systems, and peripherals.
• Supporting Microsoft 365, Teams, SharePoint, VPN access, remote connectivity, and collaboration tools.
• Providing basic user training and technology guidance.
• Following up with employees to ensure complete resolution and satisfaction.
• Supporting cybersecurity initiatives, including employee training and awareness programs.

Onboarding, Offboarding & Access Management

Partner closely with HR and business leaders to ensure employees have access to the tools they need from day one.

Responsibilities include:

• Coordinating all IT onboarding activities for new hires.
• Creating and managing user accounts, licenses, permissions, and devices.
• Conducting technology orientation sessions for new employees.
• Managing secure offboarding processes, including account deactivation and asset recovery.
• Supporting access reviews and security audits.
• Administering multi-factor authentication (MFA) and user access requests.

Asset, Inventory & Lifecycle Management

Technology assets are valuable business resources. You will be responsible for maintaining visibility and control over company technology investments.

This includes:

• Managing hardware, software, licenses, warranties, and subscriptions.
• Maintaining accurate inventory records.
• Tracking device lifecycle activities from procurement through retirement.
• Coordinating equipment refreshes and replacement programs.
• Identifying unused licenses and cost-saving opportunities.
• Managing technology storage and spare equipment inventory.

Continuous Improvement & Strategic Support

Beyond daily support activities, you'll actively contribute to improving our technology environment.

You'll:

• Develop and maintain IT documentation, procedures, and knowledge resources.
• Analyze recurring service issues and recommend long-term solutions.
• Generate monthly technology performance reports and insights.
• Support technology budgeting and strategic planning.
• Assist with evaluating new tools, systems, and technologies.
• Contribute to the organization's long-term IT roadmap.

Success in This Role

The successful candidate will be measured on:

• Employee satisfaction and service quality
• Ticket response and resolution times
• Vendor and MSP performance management
• Timeliness of onboarding and offboarding activities
• Accuracy of asset and license inventories
• Security and compliance support effectiveness
• Quality of documentation and reporting
• Overall contribution to technology improvements and business operations

What You Bring

Required Qualifications

• 3-5 years' experience in IT Support, Technical Services, Systems Administration, or a similar role.
• Diploma or Degree in Information Technology, Computer Science, or a related discipline, or equivalent practical experience.

Strong knowledge of:

• Windows
• Microsoft 365 Administration
• Active Directory / Microsoft Entra ID
• Computer hardware and peripherals
• Network fundamentals, including Wi-Fi and firewalls
• Experience with IT ticketing systems and service management processes.

Who You Are

You're someone who:

• Loves solving problems and helping people
• Takes ownership and follows through
• Balances technical expertise with exceptional customer service
• Can confidently hold vendors accountable while maintaining positive relationships
• Stays organized in a fast-paced environment
• Protects confidential information with integrity
• Continuously learns and embraces new technologies
• Enjoys being the person employees trust when technology matters most

What's in It for You?

• Competitive Compensation – Competitive base salary, company-paid RRSP contributions, and bonus eligibility
• Grow Your Career – Professional development, mentorship, and ongoing learning opportunities
• Time to Recharge – 14 statutory holidays per calendar year
• Comprehensive Benefits – A competitive benefits program supporting your health and well-being
• Annual Fitness & Movement Stipend – Supporting your physical health and well-being
• Connected Culture – Monthly social events that bring our teams together
• Long-Term Opportunity – Build your future with a proud, BC-based, family-owned company that invests in its people

Important Notice

Carlson Construction Group does not accept and is not responsible for any fees related to unsolicited résumés from agencies. Agencies should not submit résumés in response to this posting, to Carlson Construction Group employees, or to any affiliated company location.

Accommodation Requests

If you require accommodation during the application process, please contact us at [email protected] and indicate the position and location you are interested in. We are committed to providing an accessible and inclusive recruitment experience for all candidates.