IT Support Analyst

**Support Analyst (12-month Contract)**

**Pay Range**:$60,000 - $70,000/year

Smythe LLP (Smythe) is looking for an experienced, team-orientated Support Analyst to join our DBS (IT) team in the Vancouver office. As a Support Analyst, you will be responsible for providing technical support to our staff to support the technological needs of the firm.

**Our firm**

Smythe LLP is a leading professional services firm with offices in Vancouver, Langley and Nanaimo. Since 1980, Smythe has assisted clients in BC, Canada and across the border with their accounting, assurance, taxation, insolvency and advisory needs. Smythe’s clients include private, public, family-owned and non-profit organizations across a wide range of industries. Smythe is also a member of Allinial Global, one of the largest international accounting networks.

The firm’s diverse team comprises over 200 individuals in both professional and support roles, all of whom work together to achieve our mission of building meaningful connections, providing expertise and delivering enduring value to our clients.

**The opportunity**

**Your day-to-day**
- Act as a key resource for client-side related hardware and software installation, configuration, upgrades, maintenance, and troubleshooting.
- Prioritize and manage ticket assignments with a focus on timely and accurate resolutions.
- Maintain high quality documentation, including thorough ticket updates and explanations, as well as documented procedures. Ensure that all DBS troubleshooting documentation is complete and up to date and create documentation where none exists.
- Work with the other team members to proactively maintain various environments, develop new processes and procedures and improve the existing ones to increase the general efficiency using automation.
- Participate in new systems launches to ensure adequate support is available to users for new and emerging issues resulting from launch.
- Escalate issues to vendors as required, working with their staff to resolve complex and emerging issues,

**Key Success Factors**
- Client-focused service: Delivers timely, accurate resolutions with thorough documentation and clear communication.
- Ability to work in a dynamic and fast paced, deadline driven environment.
- Ability to focus on complex tasks for long periods of time with competing priorities and deadlines.
- Ability to maintain professionalism and collaboration under pressure.
- Excellent interpersonal and communication skills (both written and verbal).
- Ability to anticipate problems and solve proactively.
- Close attention to detail, observant.
- A willingness to learn new skills and acquire additional education as required.
- Ability to take direction and accept responsibility.
- Strong time management skills, particularly the ability to prioritize a multitude of tasks.

**What we’re looking for**
- Minimum of 3-4 years of experience in a help desk environment.
- Degree or diploma in Information Systems or equivalent experience/ education
- Excellent knowledge of Active Directory and creation/ management of users and permissions on file shares
- Working knowledge of M365 administration including Intune, Exchange Online, Teams, SharePoint, Defender, Entra ID etc.
- Experience supporting Microsoft Dynamics Sales or Customer Service
- Experience using Microsoft Power Platform
- Familiarity with ticketing systems such as ServiceNow, JIRA or Zendesk
- Outstanding communication skills (verbal and written).

**What Smythe offers**

**Experience**: Preferred
- Zendesk
- JIRA
- ServiceNow
- Microsoft Power Platform
- Microsoft Dynamics Sales
- Intune, Exchange Online, Teams, SharePoint, Defender, Entra ID
- 3 - 4 years: Microsoft 365
- 1 year(s): Cybersecurity
- 1 year(s): Active Directory
- 3 - 4 years: help desk

**Education**: Preferred
- Diploma Programs or better in Computer Science
- Bachelor's degree or better in Computer Engineering
- Bachelor's degree or better in Computer Science or related field

**Skills**: Preferred
- Tax Prep
- Microsoft Excel
- Languages - Writing
- Languages - Speaking

**Behaviors**: Preferred
- Team Player: Works well as a member of a group
- Loyal: Shows firm and constant support to a cause
- Enthusiastic: Shows intense and eager enjoyment and interest
- Dedicated: Devoted to a task or purpose with loyalty or integrity

**Motivations**: Preferred
- Self-Starter: Inspired to perform without outside help
- Goal Completion: Inspired to perform well by the completion of tasks
- Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
- Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization