Client Support Technician

Job summary

Provide timely, client-centered IT support by managing helpdesk requests, installing and configuring devices and software, and troubleshooting hardware and software issues. Document systems and procedures, support AV setups and IT projects, and collaborate with internal teams and vendors to resolve incidents and improve service.

Job details

About McElhanney Based in Western Canada for over 110 years, McElhanney offers innovative and practical engineering, surveying, mapping, planning, landscape architecture, and environmental services. As a 100% employee-owned and operated firm, with over 1,500 staff members in 31 locations, we are proud to offer qualified staff with shareholding options in our company. At McElhanney, we work in teams to build strong connections with our staff, clients, and local communities. Our employees enjoy working here because of our varied projects, high levels of autonomy, opportunities for career development, excellent total compensation and benefits package, and collaborating with a team of great professionals. 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. Our Commitment to Equity, Diversity, and Inclusion At McElhanney, our unwavering commitment lies in cultivating a culture that aligns with our core values and fosters diversity, equity, and inclusion. We celebrate the collective achievements of a team rich in expertise, experiences, and perspectives, and welcome applications from individuals of diverse ethnicities, religions, backgrounds, genders, sexual orientations, gender identities, aboriginal statuses, various age groups, and those with disabilities. Requests for accommodations can be made at any stage of the selection process. If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements outlined. We’re interested in getting to know you and explore the unique contributions you can bring to McElhanney! If this is the opportunity for you, apply now or visit www.mcelhanney.com/careers to learn more. We thank all applicants for their interest; however, only shortlisted candidates will be contacted. Learn more about our recognition here: McElhanney Requalifies as a Gold Standard Best Managed Company! Visit us on Glassdoor to learn more about our employee experience. Our Purpose: Amaze our clients. Care for our communities. Empower our people. McElhanney is aware of activities where individuals have received fraudulent job offers. Please be advised that McElhanney will not ask applicants for any form of monetary exchange at any point in the recruitment process. To learn more visit: www.mcelhanney.com/careers/fraud-warning. The disclosure of your information in accordance with this Policy and applicable law, including to third party service providers may result in your personal information being transferred outside of Canada, including to the United States. Such transferred personal information may be subject to the laws of these other countries and the laws of other countries regarding the collection, use, and disclosure of personal information may be different from the laws of Canada.

What you’ll do

Provide timely, client-centered IT support by managing helpdesk requests, installing and configuring devices and software, and troubleshooting hardware and software issues. Document systems and procedures, support AV setups and IT projects, and collaborate with internal teams and vendors to resolve incidents and improve service.

Requirements

Applicants need at least two years of IT experience, working knowledge of ITIL/ITSM principles, and experience with Active Directory and endpoint management tools such as SCCM or Intune. They should have strong troubleshooting, communication, organization, prioritization, and customer service skills, along with working knowledge of Windows and Microsoft 365.

Benefits

• Maternity And Parental Leave Top-Up • Health And Dental Coverage • RRSP Matching • Employee And Family Assistance Program • Bonus Plan • Professional Development Reimbursement • Educational Assistance • Mentorship Program • Flexible Hours • Career Development

Listed skills

• Customer service · Preferred
• Incident Management · Preferred
• Active Directory · Preferred
• Microsoft 365 · Preferred
• SharePoint · Preferred
• OneDrive · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Helpdesk Request Management
• ITIL/ITSM
• Incident Management
• Problem Management
• Active Directory
• Endpoint Management
• SCCM/Configuration Manager
• Microsoft Intune
• Hardware And Software Troubleshooting
• Microsoft Windows
• Microsoft 365
• Microsoft Entra ID/Azure AD
• SharePoint
• OneDrive
• PowerShell

Job areas

• Technology
• Customer Service & Support