Managed IT Service Desk Technician T2, Sr. Associate

Rsm Us Llp.; Calgary; On-site; USD 68,000 - 109,000; Full time

Job summary

A leading provider of professional services seeks a Managed IT Service Desk Technician in Calgary. The role involves providing technical support and troubleshooting for clients, with opportunities for professional growth. Candidates should have strong technical skills, customer service experience, and a desire to learn in a dynamic environment.

Benefits

Competitive benefits and compensation package

Flexible scheduling

Opportunities for professional growth

Qualifications

• At least 2 years of experience in a technical helpdesk or network administration role.
• Experience troubleshooting hardware and software on various devices.
• Understanding of TCP/IP Networking fundamentals.

Responsibilities

• Provide phone and email technical support for end-users.
• Support and troubleshoot workstations, servers, and network-related issues.
• Document support issues and resolution steps in the ticketing system.

Skills

Technical support

Customer service

Troubleshooting

Communication

Teamwork

Education

Bachelor's degree from an accredited 4-year institution

Microsoft Certification (MCSE/MCSA)

Network+

Tools

Office 365

Windows Servers

VMWare ESX

Cisco firewalls

Remote Desktop Services

Job description

Managed IT Service Desk Technician T2, Sr. Associate

Apply locations Calgary | Time type: Full time | Posted on: Posted Yesterday | Job requisition id: JR113436

We are the leading provider of professional services to the middle market globally. Our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience, and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

Position Description

A Managed IT Service Desk Technician, within our Technology Consulting group, provides you with a unique opportunity to be a part of our dynamic practice. As our company continues to grow, we are looking for individuals who seek roles that expose them to all facets of infrastructure including engineering, technology, design, and business. Our team is composed of smart, self-motivated individuals who thrive in a cohesive and results-oriented environment and enjoy the challenge of real responsibility. As a Managed IT Service Desk Technician, you will work directly with our highly trained consultants and have access to a large cross-section of engagements and projects that will develop your IT career.

Profile

A Managed IT Service Desk Technician provides remote technical support to our external managed service clients. This position requires strong technical ability, great customer service skills, and the desire to learn. These attributes will be used in a fast-paced, fun, team-oriented environment.

Job Duties and Responsibilities

1. Provide phone and email technical support for end-users to resolve hardware or software issues.
2. Support and troubleshoot workstations, servers, and network-related issues.
3. Perform systems administration for Office 365, Windows Servers, and workstations across multiple clients.
4. Monitor and troubleshoot client backups.
5. Escalate client issues through proper channels.
6. Manage cases based on impact and priority.
7. Maintain client security standards and confidentiality.
8. Document support issues and resolution steps in RSM’s ticketing system.
9. Monitor trends from client cases to identify chronic issues indicating hardware or software failures.
10. Update cases and communicate with clients until issues are resolved.

Qualifications

• At least 2 years of experience working on a technical helpdesk or equivalent network administration role.
• Experience troubleshooting hardware and software on laptops, desktops, servers, and network equipment.
• Microsoft Certification (MCSE/MCSA) and Network+ preferred but not required.
• Bachelor's degree from an accredited 4-year institution is a plus.
• Experience with Office 365 Administration, including Email and SharePoint.
• Understanding of TCP/IP Networking fundamentals.
• Experience with firewalls such as Cisco, SonicWALL, and Meraki.
• Experience with VMWare ESX hosts and vSphere Client.
• Experience with Windows Servers, Azure AD, SharePoint, and Teams Administration.
• Experience with remote solutions like Citrix, Remote Desktop Services, and VPN.
• Experience with Apple Hardware and macOS.
• Experience with enterprise mobile devices.

Knowledge, Skills, and Abilities

• Customer-focused with excellent service and professionalism.
• Excellent written and verbal communication skills.
• Ability to quickly assess and troubleshoot technical issues.
• Ability to manage workload effectively.
• Strong team player with a sense of ownership and client relationship management skills.

We offer a competitive benefits and compensation package, flexible scheduling, and opportunities for professional growth. Learn more about our total rewards at RSM Rewards and Benefits.

RSM is committed to diversity and inclusion. We provide accommodations for applicants with disabilities throughout the recruitment process. For assistance, please contact us at 800-274-3978 or [e-mail].

The salary range for this role is $68,000 - $108,500, reflecting experience, skills, certifications, and location. Successful candidates may also be eligible for a discretionary bonus based on performance.