Desktop Support Specialist

Nicola Wealth; Vancouver; On-site; CAD 45,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Desktop Support Specialist, where your skills in troubleshooting and customer service will shine. You will be part of a dynamic team, providing essential support to colleagues and enhancing their technological experience. This role offers the chance to work in a collaborative environment, tackling challenges and making a real impact. With opportunities for growth and development, you will be equipped with the tools to succeed in a fast-paced setting. If you are passionate about technology and client service, this position is your gateway to a rewarding career.

Qualifications

• Experience in IT helpdesk support in medium to large environments.
• Strong analytical and mathematical ability for problem-solving.
• Ability to manage multiple tasks and prioritize effectively.

Responsibilities

• Provide Tier 1 technical support for hardware and software issues.
• Triage helpdesk tickets and assist users with IT-related problems.
• Perform onboarding tasks for new user account creation.

Skills

Troubleshooting skills in Windows 10 / 11

Customer service

Communication skills

Time management

Analytical skills

Ability to work under pressure

Education

College diploma in Information Systems

1+ year IT helpdesk experience

Tools

Microsoft Office 365

ServiceNow

JIRA

ManageEngine

Freshdesk

Power Platform

Job description

We have a lot to be proud of at Nicola Wealth. Our sophisticated financial planning, our diversified private investment funds and their exceptional performance, our 99% client retention rate and our award-winning culture, combine to position us as a national leader in wealth management. Recognized as a Best Managed Company and one of Canada’s Top Employers, we are dedicated to upholding our firm’s values through this phase of significant growth.

By bringing together smart, dedicated and supportive colleagues from diverse backgrounds, we deliver extraordinary client service in a value-driven work environment. The collaboration, creativity, and entrepreneurial spirit we were founded on provides the opportunity for you to make a real impact and build a rewarding career. We are passionate about our business, our culture and invest deeply in your growth and development to build for the future. If you have this same drive, then let’s talk!

Position Summary

We are seeking an individual who will be responsible for providing high quality technical support to staff for all their technological needs. You have an overall sense of the business’s needs, apply a broader perspective to your work, and are good at balancing conflicting demands. You are a problem solver with a can-do attitude, driven to find simple solutions to complex problems and are flexible and adaptive to continual change.

With a strong customer focus, you have strong verbal and written communication skills and the ability to develop and maintain constructive relationships with a diverse range of internal clients. You have a proven ability to multi-task and work to deadlines in a high volume, fast-moving team-based environment.

In our collegial, supportive and collaborative workplace, you’ll be surrounded by some amazingly talented people and what you say will genuinely count. We provide you with great tools, opportunities for learning and development, and you’ll be involved in interesting projects. You’ve got an amazing foundation for success. This role is located in Vancouver.

As a Desktop Support Specialist, your key accountabilities will involve :

• Triage helpdesk tickets
• Act as main resource for all client-side related hardware and software installation, configuration, upgrades, maintenance and Tier 1 troubleshooting
• Perform daily Tier 1 support, monitoring and administration tasks for the corporate Windows based client devices
• Setup laptops and peripherals for local and remote locations
• Provide professional support to all users (including remote / mobile users) for all IT related technical issues including hardware, software (custom and out of box), business applications, printers, smart phones, etc
• Perform onboarding tasks for new user account creation
• Perform routine upgrades and preventative maintenance for various hardware
• Provide after-hours Tier 1 support as required.

Success Factors

• Ability to work in a dynamic and fast paced, deadline driven environment
• Ability to focus on complex tasks for long periods of time with competing priorities and deadlines
• Ability to maintain professionalism and collaboration under pressure
• Competency with Microsoft M365 suite of applications
• Competency in Nicola Wealth Product and service offerings (within 6 months of obtaining position)
• Competency in Nicola Wealth planning concepts (within 6 months of obtaining position)
• Strong analytical and mathematical ability
• Excellent interpersonal and communication skills (both written and verbal)
• The interest and ability to connect with clients and build a sense of trust
• Ability to present well to clients
• Ability to anticipate problems and solve proactively
• Willingness to learn new skills and acquire additional education as required
• High degree of professionalism and maturity
• Ability to take direction and accept responsibility
• Strong time management skills, particularly the ability to prioritize a multitude of tasks.

As a Desktop Support Specialist, your experience and qualifications will include :

• College diploma in Information Systems or equivalent experience and or education
• 1+ year IT helpdesk related experience preferred (preferable in medium to large sized environments)
• Superior troubleshooting skills in Windows 10 / 11 desktop environments
• Proficient in Microsoft Office 365
• Familiar with ticketing systems like ServiceNow, JIRA, ManageEngine or Freshdesk
• Able to provide basic desktop and web application troubleshooting (IIS, ASP.NET) relating to OS environment and network issues
• Understanding of network protocols used in LAN and WAN environments including remote connectivity
• Working knowledge of Microsoft M365 suite of applications
• Working Knowledge of Power Platform (Power Automate, Power Apps, PowerBI)
• Knowledge of Active Directory and creation / management of users
• Basic identity and endpoint security understanding
• Outstanding English communication skills (verbal and written)
• Must be legally eligible to work in Canada for any employer.

Please include both cover letter and resume in your application. Thank you for your interest in this position. We are an inclusive equal opportunity employer. For more information about this and other roles : nicolawealth.com / careers