IT Service Specialist

1 month ago

Moncton, New Brunswick, Canada Owens MacFadyen Group Full time

IT Service Specialist

Who are we?

Owens MacFadyen Group (OMG) is a boutique wealth management firm which specializes in the high-net-worth market. Since 1995 we have been providing a unique team-based approach to Comprehensive Wealth Management that allows our clients to achieve significantly better outcomes.

OMG is committed to its clients and its people. We pride ourselves on delivering privacy, confidentiality, and integrity in all our interactions. Our clients require and value competent, independent professional advice delivered by specialists working within a team environment. We now have over 90 people in Toronto, Halifax, Saint John, and Moncton. We are growing and we are so proud of our firm. We hope you will be too.

The role

We are currently seeking an IT Service Specialist to join our growing team in our Moncton, Saint John, or Halifax office. Working closely with the internal IT team and third-party vendors, the IT Service Specialist delivers world class IT support and service to OMG's internal clients.

The IT Service Specialist is the first point-of-contact for all technical incidents and service requests, including both tier 1 and tier 2 support. The position is responsible for seeing incidents and requests through to final resolution, including conducting root cause analysis where applicable.

The IT Service Specialist role is focused on service, quality, and accuracy over all else; performance is not measured by speed, call volumes or other typical service desk metrics.

Responsibilities

  • Provide world class, white glove IT support and service to end-users, with a high degree of focus on service, quality, and accuracy.
  • Be the first point of contact for end-users for all technical issues and service requests.
  • Provide both tier 1 and tier 2 support, managing incidents/requests through to resolution, and conducting deep-dive root cause analysis as required, to ensure problems do not reoccur.
  • Provide troubleshooting and technical support via phone, chat, and email, choosing the appropriate communication method for the given circumstance and end-user.
  • Follow-up with end-users to provide status updates, choosing the appropriate frequency of updates and communication method given the circumstance and end-user.
  • Communicate with end-users at all levels of technical and non-technical skills.
  • Respond to queries, run diagnostics, isolate problems, determine and implement solutions.
  • Understand when to escalate complex and/or high priority problems to the appropriate team for resolution but remain involved and responsible for end-user communication through to final resolution.
  • Work collaboratively with people across the organization and third-party vendors.
  • Perform account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
  • Support end users in their use of applications such as Microsoft Office, virtual desktops (Microsoft Azure), CRM (Dynamics).
  • Manage inventory and purchasing of end-user devices and peripherals.
  • Follow and take ownership of all IT service and support processes, procedures, and documentation, including maintenance, updates, and improvements.

Requirements

  • Deeply committed to world class customer service, high performance, teamwork, and continuous improvement.
  • Have a sense of curiosity and a willingness to learn and grow into a senior technical role.
  • Ability to manage relationships with all levels of end-users.
  • Excellent oral and written communication skills, including knowing when to adjust communication styles given the circumstances and the audience.
  • Ability to adapt and learn new technology quickly.
  • Ability to work in a team environment and independently with minimal guidance.
  • Deep understanding of customer support, operations, processes, ticketing, and incident/problem management. An ITIL certification would be considered and asset.

Qualifications and Experience

  • 3+ years of experience in an IT Service Specialist, Support, or Service Desk role. Experience working within an internal IT team, versus a managed service provider, would be considered an asset.
  • Post secondary diploma or degree in information technology.
  • Hands-on experience in supporting Windows 10/11, mobile devices, Microsoft 365, Exchange, Active Directory, Azure Active Directory, and Microsoft Office.

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