Client Support Technician

Clear Destination Inc.; Vancouver; Hybrid; CAD 58,000 - 70,000; Full time

Benefits offered by this job

Work-life harmony

Benefits package

Professional development

Career progression

Job summary

McElhanney is seeking a Client Support Technician to join our Vancouver, BC team in a hybrid role, with up to two work-from-home days after probation. You’ll balance teamwork with independent tasks, resolving IT issues for a multidisciplinary workforce.

You will document systems, prioritize Helpdesk requests, and support AV setups for meetings, contributing to continuous process improvements in a client-focused environment.

Qualifications

• Minimum two years of Information Technology experience.
• ITIL/ITSM knowledge including incident, problem, change management.
• Experience with Active Directory and endpoint management tools.
• Strong troubleshooting and customer-service mindset.

Responsibilities

• Provide excellent customer service to key stakeholders.
• Document computer systems, procedures, and policies.
• Manage Helpdesk requests within established timeframes.
• Install, test, configure workstations, mobile devices, and network devices.
• Diagnose and resolve software and hardware issues remotely or in person.
• Collaborate with internal teams on project work and AV setups.
• Escalate complex issues and participate in root-cause analysis.

Skills

IT support

Customer service

Hybrid work

ITIL/ITSM

Active Directory

SCCM/CM

Intune

PowerShell

Azure AD

Tools

Configuration Manager

Intune

Azure AD

PowerShell

SharePoint

Job description

The Opportunity

At McElhanney, our Business Information Technology team simplifies IT challenges so our business can thrive. Our dedicated professionals take a client-centered approach to support our diverse group of employees in our hybrid environment, solving problems every day. Known for being professional, timely, and approachable, our solutions enhance employee experience, improve productivity, and support organizational goals.

As our team continues to grow, we are seeking a Client Support Technician to join us in Vancouver, BC, who can wear multiple hats and feel comfortable offering ideas for continuous process improvement.

The successful candidate will primarily work from our Vancouver location, with work-from-home opportunities up to two days a week after their probation period.

In this role, you will balance teamwork with independent work, anticipating the needs of our employees and providing excellent service. You will also have the opportunity to support a multidisciplinary team of engineers, surveyors, landscape architects, planners, environmentalists, and business support staff.

What You’ll Do

• Provide excellent customer service to your key stakeholders.
• Provide comprehensive documentation of computer systems, procedures, and policies.
• Efficiently categorize, coordinate, prioritize, and manage Helpdesk requests within established timeframes.
• Skillfully prioritize requests, incidents, and other tasks in a dynamic, fast-paced environment.
• Install, test, and configure new workstations, mobile devices, peripheral equipment, and network devices.
• Install and configure a large variety of software and licensing remotely and in person.
• Diagnose, troubleshoot, and resolve software and hardware problems remotely and in person.
• Participate in and/or lead project-based work as required, including working closely with other internal teams.
• Assist with in-house or other local venue AV setups for McElhanney-hosted meetings.
• Lift or move a variety of IT or AV equipment.
• Escalate complex technical issues appropriately and collaborate with internal teams and vendors to drive timely resolution.
• Participate in incident investigation, root cause analysis, and continuous improvement initiatives to reduce recurring technical issues.

What You’ll Bring

• Minimum two years of Information Technology experience.
• Training and/or certifications in Information Technology are considered assets.
• Working knowledge of ITIL/ITSM principles, including incident, problem, request, change, and escalation management.
• Experience with Active Directory and endpoint management technologies such as SCCM/Configuration Manager, Intune, or equivalent.
• Strong troubleshooting and problem-solving skills with both digital and physical assets.
• A respectful and professional demeanor, prioritizing the client’s experience.
• Passionate, flexible, and motivated to help others is key.
• Excellent time management skills and strong attention to detail.
• Highly organized, including the ability to re-prioritize workload and adapt to changing circumstances.
• Ability to work independently, prioritize competing requests, and collaborate effectively with internal teams.
• Effective communicator with both technical and non-technical staff, in verbal and written form.
• Effective conflict resolution within stressful situations.
• Strong working knowledge of Microsoft Windows and Microsoft 365 environments and related workplace technologies. Experience with Microsoft Entra ID/Azure AD, Intune, SharePoint, OneDrive, or equivalent is considered an asset.
• Experience with PowerShell, scripting, or automation is considered an asset.
• Experience with IT asset lifecycle management or vendor coordination is considered an asset.

What Can We Offer You?

The salary range for this position is $57,500 to $70,000 per annum. McElhanney offers fair compensation that is commensurate with the individual’s education, experience, skills, and professional qualifications. The posted base salary range is representative of the required level of qualifications and experience for the position as noted in the job posting. The salary offered will be based on the experience and qualifications of the successful candidate.

• Work-Life Harmony: Balance your personal and professional commitments. Flexible hours to fit your lifestyle.
• Comprehensive Benefits: Maternity and parental leave top-up program, health and dental coverage, RRSP matching, and Employee & Family Assistance Program.
• Safe & Inclusive Workplace: A culture of respect and inclusion for all.
• Compensation: Attractive total compensation package including a generous bonus plan.
• Professional Development: Reimbursement for dues, educational assistance, mentorship program, internal committees, workshops, and committee involvement.
• Career Progression: Support and mentorship to shape a career path that fits your goals.