Crowe MacKay LLP is a vibrant team of Chartered Professional Accountants with eight markets across northern and western Canada. Crowe MacKay LLP is built on a foundation of diverse talent, delivering expert advice across a spectrum of industries and organizations.

As Crowe MacKay LLP continues to grow, we are actively looking for a well-rounded, full-time Help Desk Technician to join our growing Information Technology department on a 1-year term. Reporting directly to our IT Help Desk Operations Manager, the candidate will be based out of our Surrey office and support our Vancouver office 1 to 2 days a week. The successful candidate will be a natural problem-solver, professional, considerate, and consistently exercise urgency when dealing with and resolving technical issues.

At Crowe MacKay, you have the opportunity to be an integral part of the IT team. The Help Desk Technician is the IT departments first line of support and directly represents the IT departments brand to the end users, our Crowe MacKay LLP professionals. This role is first and foremost a customer service position and supports end users from all of our eight markets across Northern and Western Canada. Having a passion for serving the end user, coupled with providing exceptional problem-solving abilities, is imperative to the success of this role. The successful candidate must have strong communication skills, possess the ability to articulate technical language to end users effectively, have an acute attention to detail, and a high understanding around the importance of following procedures. This role can be fast-paced and requires effective teamwork to ensure exceptional service is delivered in a timely fashion. Managing and setting expectations is paramount in providing a favorable end user experience.

The Role

• Remotely and locally respond to and resolve requests for support through our ticket system
• Interpret requests for support and communicate in your own words back to the end user what you believe it is they are requesting
• Develop a series of steps and actions to troubleshoot and resolve the issue
• Communicate in writing, through the ticket system, their action plan to resolve the issue
• Upon successful resolution of the issue the steps taken will be documented for the reference of the end user and for use in the resolution of future issues
• Troubleshoot workstation hardware issues
• Adding to and maintaining the internal and end user IT knowledge bases
• Assist with setup and deployment of company workstations and hardware
• Contribute to and be a part of a collaborative team environment within the IT department and the local office
• Accessible after hours for emergency issues
• Any other duties as deemed necessary for the betterment of the IT department

What You Will Bring

• College level Diploma in Computer Information Systems, Networking and Telecom, or equivalent
• 1-2 years previous IT Help Desk experience is required
• HDI Technical Support Professional training considered an asset
  • CompTIA A+ Core 1 (220-1101) and Core 2 (220-1102) considered an asset
• Past work experience in an accounting firm in an IT capacity will be viewed favourably
• Ability to work independently without day to day direct supervision
• Proven exceptional customer service skills and high sense of urgency
• Superior problem solving and troubleshooting skills are essential
• Strong willingness, capacity, and desire to learn
• Excellent communication skills, both written and verbal (English)
• Technical skill set should include an entry level understanding of the following:
  • Workstation set-up
  • Hardware inventory management
  • Windows server environments
  • Windows desktop operating systems
  • File shares and permissions
  • Microsoft Office products
  • Workstation and laptop hardware
  • Citrix
  • Basic IP networking and connectivity

What We Offer

• Competitive compensation package
• Paid vacation
• Employee assistance program (EAP)
• Extended health and dental benefits
• Continuous hands-on mentoring
• Paid volunteer programs and volunteer opportunities
• Overtime Pay
• Wellness Program

*We thank all applicants who apply; however only candidates selected for an interview will be contacted.

Equal Opportunity Statement

At Crowe MacKay LLP Canada, we are dedicated to creating a diverse environment. We foster a barrier free work environment thats inclusive as well as diverse, where our people can be themselves.

As an equal opportunity employer, we welcome your application. All employment decisions, including hiring, training, promotional practices and policies, will be made regardless of race, gender, sexual orientation, gender identity or expression, age, ancestry, citizenship, physical ability, ethnic origin, family status, marital status, place of origin, or any other characteristic protected by applicable human rights legislation.