Managed IT Service Desk Technician T2, Sr. Associate

RSM Canada LLP; Canada; On-site; CAD 68,000 - 109,000; Full time

Job summary

An established industry player is seeking a Managed IT Service Desk Technician to join their dynamic Technology Consulting group. This role offers a unique opportunity to provide remote technical support to external clients, requiring strong technical skills and a commitment to customer service. You will troubleshoot hardware and software issues, manage cases, and maintain client security standards. The company fosters an inclusive culture and offers a competitive benefits package, making it an ideal environment for personal and professional growth. If you're eager to develop your IT career in a fast-paced, team-oriented setting, this position is perfect for you.

Benefits

Competitive benefits package

Flexible schedules

Supportive environment

Qualifications

• 2+ years of experience in a technical helpdesk or network admin role.
• Strong troubleshooting skills for hardware and software issues.

Responsibilities

• Provide phone and email support for hardware/software issues.
• Perform systems administration for Office 365 and Windows Servers.

Skills

Technical Support

Customer Service

Troubleshooting

Office 365 Administration

TCP/IP Networking

VMWare ESX

Firewall Management

Apple Hardware Support

Education

Bachelor's Degree

Tools

Office 365

Windows Servers

Citrix

RDS

VPN

Job description

Managed IT Service Desk Technician T2, Sr. Associate

Apply locations Calgary | Full time | Posted Yesterday | Job Requisition ID: JR113097

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 inclusive culture and talent experience, making us compelling to our clients. We offer 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 a unique opportunity to be part of our dynamic practice. As our company grows, we seek individuals eager to gain experience across all facets of infrastructure, including engineering, technology, design, and business. Our team consists of smart, self-motivated individuals who thrive in a results-oriented environment and enjoy real responsibility. You will work directly with our highly trained consultants and have access to diverse engagements and projects to develop your IT career.

Profile

A Managed IT Service Desk Technician provides remote technical support to our external managed service clients. This role requires strong technical skills, excellent customer service, and a desire to learn. It is suited for a fast-paced, team-oriented environment where these attributes are essential.

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. Identify trends in client cases to detect hardware or software issues.
10. Update cases and communicate with clients until resolution.

Qualifications

• At least 2 years of experience on a technical helpdesk or similar network admin 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 institution is a plus.
• Experience with Office 365 administration, including Email and SharePoint.
• Basic understanding of TCP/IP networking.
• Experience with firewalls (Cisco, SonicWALL, Meraki).
• Experience with VMWare ESX and vSphere.
• Experience with Windows Servers, Azure AD, SharePoint, and Teams.
• Experience with remote solutions like Citrix, RDS, VPN.
• Experience with Apple hardware and macOS.
• Experience with enterprise mobile devices.

Knowledge, Skills, and Abilities

• Customer-focused with excellent service skills.
• Strong written and verbal communication skills.
• Ability to quickly assess technical issues.
• Effective workload management.
• Strong team player.
• Ownership of client relationships.

We offer a competitive benefits and compensation package, flexible schedules, and a supportive environment. Learn more about our rewards and benefits at RSM Rewards and Benefits.

RSM is committed to diversity and inclusion, providing accommodations for applicants with disabilities upon request. For assistance, contact us at 800-274-3978 or [e-mail].

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