Job description
About CoLab
At CoLab, we want to help mechanical engineering teams bring life-changing products to market years sooner.
CoLab is a cloud based platform purpose built for fast, effective design review. Using CoLab, multiple engineers, designers, and other stakeholders can review designs together and build off one another’s feedback. Engineers at companies like Ford, Komatsu, and Johnson Controls use CoLab to review designs faster, prevent mistakes, and build the next generation of innovative products.
About the Role
As CoLab grows, so do the day-to-day demands on our internal IT team. With a small team presently supporting our entire org—and contributing to long-term planning—we’re bringing in a Junior IT Analyst to take on frontline requests and help us scale effectively.
This is a hands-on, queue-driven role. You’ll own the triage and resolution of IT support tickets—everything from user permissions to device setup and connectivity troubleshooting. Your primary responsibility is to ensure the team gets fast, helpful support when issues arise. When the queue is quiet, you’ll dig into recurring issues and help us improve our support processes.
You’ll report into our Information Systems team. You’ll also collaborate regularly with Sec Ops Team who pitch in when needed. This role is hybrid and based in St. John’s, with flexible expectations on in-office time—some weeks might be fully remote, while others will require you on-site. Occasional after-hours work is part of the job, especially during system updates or emergencies.
What success looks like in your first 6 months:
- By 30 days, you’re confidently navigating our tools and triaging lower-complexity tickets
- By 60 days, you’re managing the queue with minimal oversight and collaborating with other teams to resolve more nuanced issues
- By 90 days, you’re proactively identifying patterns in support requests and making process suggestions that improve efficiency
Our Ideal Candidate
You don’t need deep technical experience to thrive in this role—what matters most is your attitude, curiosity, and people skills. You’re the kind of person who doesn’t wait to be told what to do. You see a problem and go solve it.
You’ll do well here if you:
- Love learning new systems and figuring things out
- Know how to ask the right questions and find answers on your own
- Stay calm and focused when something breaks or goes sideways
- Bring a customer support mindset—patient, respectful, and clear communicators thrive here
Job Responsibilities
- Triage, prioritize, and resolve day-to-day IT support tickets across the org
- Troubleshoot common issues including user permissions, device setup, connectivity problems, and mobile device management
- Support onboarding and offboarding processes, including system access and hardware configuration
- Track time-to-resolution and response SLAs to ensure internal service levels are met
- Contribute to documentation and knowledge sharing across the team
- Assist with occasional after-hours system maintenance and troubleshooting when needed
- Identify recurring issues and suggest solutions to reduce ticket volume or improve response
Qualifications
Must-Haves:
- Demonstrated aptitude for problem-solving and self-directed learning
- Excellent communication skills and customer-oriented approach
- Comfortable navigating technical systems and tools
- A proactive, go-getter attitude—someone who moves quickly and isn’t afraid to ask questions
- Based in St. John’s, NL with the ability to work hybrid as needed
Bonus Points:
- Experience with mobile device management (Intune, JAMF)
- Familiarity with FreshService, Google Workspace, AzureAD
- Exposure to IT ticketing systems or support environments
- MacOS experience (not required, but helpful)
Extra Details:
- Full-time, permanent position
- Hybrid work (based in St. John’s, NL)
- Extended health benefits, unlimited paid vacation, RRSP matching
- Occasional after-hours work required for updates or emergencies
- You’ll be supported with onboarding, weekly fireside learning sessions, and hands-on mentoring.
Frequently cited statistics show that people who identify with historically marginalized groups are likely to apply to jobs only if they meet 100% of the qualifications. We encourage you to help us break that statistic and apply even if you don’t meet every single qualification—your potential is what matters most to us.
