IT Support Specialist

The Opportunity:

Tetra Tech is adding a IT Support Specialist to our Information Technology team based in Edmonton, AB. 

Why Tetra Tech:

At Tetra Tech, we are Leading with Science™ to solve the world’s most complex challenges. Our industry-leading experts in engineering and consulting are committed to driving positive change in communities around the world. For over 50 years, we have been at the forefront of innovation and sustainability. Today we stand as a market leader, offering cutting-edge solutions in water, environment, energy, and international development. Our work has improved more than 500 million lives around the world.

Your Impact:

Join Tetra Tech to make a real difference. Our work leverages cutting-edge technologies, advanced analytics, and the expertise of world-class scientists and engineers to create meaningful change around the world. Discover your full potential – join us to advance your career while leaving a lasting legacy.

Your Role:

• Provide friendly, professional technical support to end users for desktop/laptop issues, Windows 11, Microsoft 365 (O365) apps and business applications.
• Log, track and resolve incidents using the ticketing system (e.g., ServiceNow); document actions and outcomes to ensure timely resolution.
• Administer SharePoint Online: manage site permissions, restores, content types, site columns, templates and site structure guidance.
• Gather business requirements and translate them into practical SharePoint solutions; create and maintain user documentation and deliver end user training.
• Support custom in house applications and participate in testing and user acceptance.
• Assist with application support tickets, perform troubleshooting and escalate complex issues to central IT or developers as needed.
• Maintain and update the knowledge base (procedures, operational instructions, how to guides).
• Follow organizational policies on security, records retention and data privacy when working with content or AI features.
• Research and evaluate new software tools relevant to the organization’s needs.
• Work independently and prioritize tasks from multiple stakeholders while keeping clients informed.
• Conduct activities in line with internal procedures, legislation, and industry standards.
• Pursue continuous professional development and maintain a high degree of discipline knowledge and awareness.
• Work in a safe manner at all times and report all health and safety incidents and concerns.
• Additional duties as required.
  
   

Qualifications:

• Associate diploma/certificate in IT, Computer Science, or equivalent experience preferred.
• 5 – 7 years of Service Desk / Helpdesk experience, including hands on work with SharePoint Online and Microsoft 365.
• Strong PC literacy and Microsoft Office skills; familiarity with Windows 11, file permissions, basic hardware, cloud services and cybersecurity best practices.
• Experience with ticketing systems (ServiceNow or similar) and familiarity with ITIL practices.
• Excellent verbal and written communication — able to explain technical concepts to non technical users and maintain clear client communication.
• Strong troubleshooting and documentation skills; ability to create user guides and run training sessions.
• Ability to work independently, prioritize competing tasks, and support multiple business customers.
• ITIL certification or training considered an asset.
• Experience with Microsoft Teams, OneDrive and broader Microsoft collaboration tools considered an asset.
• Experience with SharePoint development testing, site provisioning automation or Power Platform (Power Automate / Power Apps) considered an asset.
• Experience working within regulated document or records environments considered an asset.