End User Support Analyst

Canada - QC - Brossard

End User Support Analyst

Full-Time, Permanent

Brossard, QC - Hybrid

Graymont is seeking an End User Support Analyst to join our global team of highly skilled technicians to provide prompt remote and on-site technical service on a company-wide level. As an intermediate support analyst with a proven record of success, you will support end users in a primarily Microsoft Windows based environment, contributing to the stability and efficiency of both centralized and distributed systems. You will collaborate with global team members to ensure technical issues are resolved quickly and efficiently, providing courteous assistance to users both locally and across the organization.

This is an excellent opportunity for someone who is self-motivated, independent and disciplined and who can apply these attributes within the established standards of the Information Systems department and the Graymont organization.

Responsibilities

·Configure, deploy, and support desktops, laptops and peripherals including network printers.

·Provide end‑user support for a variety of software, including Microsoft 365 applications, Adobe Acrobat, and other business applications.

·Investigate, prioritize, diagnose, document and resolve routine software and hardware issues.

·Utilize ticketing system (ServiceNow) log, track and resolve incidents and service requests according to defined service levels.

·Meet required response, service, and resolution times with consistency.

·Produce and maintain clear end‑user and internal IS Support documentation, including procedures, how‑to guides, and knowledge base articles.

·Develop a working understanding of the organization’s IT architecture, hardware standards and software.

·Manage and support mobile devices (iOS), including device enrollment, configuration, compliance, troubleshooting, and lifecycle activities using enterprise mobility management tools (e.g., Microsoft Intune)

Qualifications

·Education: Post‑secondary degree or diploma in Information Technology, Computer Science, Information Systems, Network Administration, or Technical Support, or an equivalent combination of education and hands‑on experience in an end‑user support environment.

·Professional Experience: Minimum five (5) years of experience in a multi-faceted end-user or desktop support role within an enterprise environment.

·Technology Requirements: Strong knowledge of Microsoft Windows operating systems.

·Solid experience with Microsoft 365 administration and user support (including Teams and Exchange Online).

·Working knowledge of Active Directory user and device management.

·Experience with endpoint protection and virus-control solutions.

·Demonstrated ability to perform hardware and software diagnostics.

·Experience using ticketing systems such as ServiceNow.

·Additional Asset: Experience supporting mobile device management (MDM) solutions and corporate mobility environments.

·Travel Component: Up to 25% travel

·Language Requirement: Bilingualism required (French and English)

Who You Are

·Customer Focus: You prioritize understanding and meeting customer needs, delivering solutions that exceed expectations and build lasting satisfaction.

·Problem Solving: You enjoy diagnosing technical issues, analyzing root causes, and implementing practical solutions within established standards.

·Collaborative / Teamwork: You thrive in a global, multi-disciplinary environment and work effectively with teammates to resolve issues and improve service delivery.

Who We Are

Founded in 1948, Graymont is a trusted global leader in essential calcium-based solutions. Professionally managed and family-owned, we proudly serve a wide range of markets, customers, and communities in North America and Asia Pacific. Graymont is also the strategic partner of Grupo Calidra, the largest lime producer in Latin America.

Graymont’s strategy is anchored in its strong commitment to its core values of integrity, respect, teamwork, innovation, excellence, accountability, and long-term perspective.

Central to our philosophy is a long-term approach to our business, built on a solid commitment to sustainable growth and focus on decarbonization, all of which is embodied in our mission statement: Contributing to a decarbonized world by providing essential lime and limestone solutions.

To learn more about the employment experience at Graymont, click here.

If you're interested in exploring our current job opportunities, please visit us at www.graymont.com/en/careers.