Job Description

Who We AreOne Company. Hundreds of Products. Endless Possibilities. Ply Gem is North America's leading manufacturer of exterior building materials, including windows, siding, stone, and 40 other categories. At Ply Gem, we provide the nation's residential builders, remodelers and architects with access to a comprehensive range of building products. From new construction to repair, remodel and replacement, our full line of building products provide quality and value for all types of projects.Ply Gem Canada is a growing company in the building products industry backed by Cornerstone Building Brands, providing us with stability and strength in the North American market. Cornerstone Building Brands is the largest manufacturer of vinyl windows in North America with brands you've come to know and trust. We have endless building product options from standard to specialty to customized to whatever you're looking for. But it's our service capabilities that sets us apart.Why Join Our TeamOur employees are empowered to make a meaningful impact on our success while pursuing a wide range of opportunities to meet your personal aspirations for development and advancement within a stable, growing Canadian industry leader.What You Can Expect from our Company

• You will be Part of a Winning Team

• You Can Capitalize on Your Opportunities and Make an Impact

• You Will Be Well Rewarded for Your Contributions to our Success

• You'll work for a growing company with an excellent reputation in our sector for providing great products and customer service

• Competitive and tangible rewards that provide fair compensation relative to expectations and effort including base earnings, benefits for you and your family, and contributions toward your retirement savings

• Competitive vacation time and flexibility in work schedules and location consistent with your role

• Resources and support to help you manage your personal wellness

Ply Gem Canada is seeking a highly motivated individual with a strong passion for IT to join our Information Systems Team.POSITION OVERVIEW
Reporting to the IT Director, the IT Analyst provides front-line technical and business support for Ply Gem Canada business applications. This role will be responsible for taking calls and tickets from both internal users and customers and following them through to completion or an escalation path. The ideal candidate will have a passion for delivering high quality customer service, excellent communication skills, a good mix of technical skills and business process knowledge, and be able to work with little supervision in a complex environment. This is an in-person opportunity at our Calgary, AB headquarters and is the primary location that Ply Gem Canada's windows and doors are manufactured and distributed.RESPONSIBILITIES

• Provide front-line support for the company's applications and systems as required.
• Create system and user documentation for multiple applications and processes that is thorough, complete, professional, and easy to understand.
• Provide technical support to internal end users, branch associates at locations across Canada, as well as customers.
• Collaborate with the infrastructure operations teams to investigate and communicate issues related to applications and hardware.
• Meet all performance KPIs for system support.
• Support Cornerstone level initiatives as remote, local, and technical support.
• Abide by security and SOX regulations respecting internal and audit control processes.
• Provide user training where applicable.
• Some travel may be required.

QUALIFICATIONSEducation
Degree/Diploma in Computer Science, or Information Technology or equivalent experience is preferred.Experience

• Minimum one year experience in a customer service or front-line support role required.
• Experience working in the home building or window & door industry strongly preferred.
• Prior experience in the roles of Application Support, Tech Support, I.T. Business Analyst or I.T. Quality Assurance is an asset.
• Experience with enterprise level software is an asset.
• Experience with working and interacting in a fast paced, time sensitive, data driven environment is preferred.
• Experience in the manufacturing industry is an asset.

Skills/Abilities

• A passion for delivering excellent customer service.
• Excellent communication skills, both written and verbal.
• Strong organization and time management skills and the ability to work with little supervision.
• A talent for troubleshooting issues and finding creative solutions to unique problems.
• A desire for knowledge and the ability to learn new concepts quickly.
• Working knowledge of Microsoft Office products.
• Knowledge of Windows operating systems, basic computer hardware, and basic networking architecture an asset.
• The ability to work well as part of a team.

Ply Gem Canada is committed to an inclusive, equitable and accessible workplace. We encourage applications from all qualified candidates, including those with disabilities. We will accommodate applicants' needs, upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received relating to accommodation will be addressed confidentially.Job Type: Full-timeBenefits:

• Dental care
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Tuition reimbursement
• Vision care

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Calgary, AB: reliably commute or plan to relocate before starting work (required)

Education:

• DCS / DEC (preferred)

Experience:

• front line support: 1 year (preferred)
• home buidling or windows & doors background: 1 year (preferred)