Senior Desktop Support Specialist

2 weeks ago

Vancouver, British Columbia, Canada Manning Elliott LLP Full time

Manning Elliott is seeking a Senior Endpoint Administrator to provide superb team member experience by supporting endpoint and application infrastructure, mentoring IT team members, and contributing to continuous improvement within the IT department.

Responsibilities

  • Tier 1 through 3 support for desktops, endpoint devices, and end-user network and server access administration, including video conferencing systems, firm software, and Mobile Device Management (MDM)
  • Support, administer, and troubleshoot endpoint devices, ensuring compliance with security standards and managing updates, lifecycle planning, and vendor coordination.
  • Develop, deliver, and continuously update IT training materials, including onboarding guides, best practices, and knowledge base articles to address evolving needs.
  • Monitor and improve ticket workflows by analyzing KPI trends, conducting audits, and recommending process enhancements to IT management.
  • Support and mentor team members by sharing expertise, assisting in skill development, and fostering collaboration to enhance technical proficiency across the team.
  • Oversee ticket management processes, including triage, prioritization, escalation, and resolution, to maintain service levels through ITSM/ITIL systems and SLA adherence.
  • Lead IT-driven initiatives, such as system upgrades and endpoint-related projects, while identifying and mitigating potential risks
  • Provide onsite support across the firm's Lower Mainland offices as needed, addressing technical issues, hardware deployments, and desk-side troubleshooting.
  • Promotes the organizations quality control standards and supports the IT management in driving team accountability, operational improvements and process optimization

Qualifications

  • 5+ years of relevant client service experience in a technical support role
  • Well rounded experience with the following technologies:

o Office 365 user administration including Microsoft Exchange, Defender and Teams

o Microsoft Active directory

o Microsoft Intune administration

o Windows 10/11 and the standard Microsoft suite

o Enterprise endpoint infrastructure (Desktops, Laptops, Tablets, Mobile phones, VOIP systems, Printers, Scanners, Copiers)

o Business application support such as Adobe, Knowb4 (Accounting applications are a huge asset)

o Basic understanding of networking principals

o Boardroom, Conferencing and Audio Visual systems

  • In depth knowledge of any commercial ticketing system and KPI's
  • Good understanding of the ITSM/ ITIL methodology and service delivery
  • Exceptional analytical, conceptual and problem solving ability
  • Excellent verbal and written communication skills
  • Strong documentation skills with Word, Excel or other software
  • Certifications in the following are a big asset: Microsoft Endpoint Certifications, A+, Network+, ITIL Foundations v4 (preferred)
  • Other areas of asset: Citrix or other Virtual Desktop experience, Asset management skills, including lifecycle planning and vendor coordination

What We Offer:

The salary range for this position is $75,000 to $85,000. Individual salaries within this range will be dependent upon skills, experience, and qualifications.

We are one of the largest independent regional firms operating exclusively in British Columbia. We offer an exceptional work environment that allows our team members to enjoy a balanced lifestyle while providing them with opportunities for professional and personal growth. Our attractive salary and benefit package will appeal to talented individuals who share our desire to be the best. If you have strong technical and interpersonal skills and desire a challenging position with a progressive accounting firm, please submit your resume.

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