IT Advanced Customer Support Tech - Jobs in Calgary, AB

Job Description

The IT Advanced Customer Support Tech is a member of the Customer Support team. They are responsible for maintenance and internal support of RSMs PCs, printers, servers, and related equipment.ESSENTIAL DUTIES:Provide level 2 end user support including but not limited to:Monitor and respond timely to support tickets in the queue(s).Document Service Desk ticket tech notes for escalation or resolution of service requests.Assist with Service Desk tickets in the regional queue in supporting all locations in the region/company.Send Corporate IT communications to internal customers.Support and maintenance of PCs including but not limited to:Complete PC setup and deployment for new employees using standard hardware, images, and software.Train new employees on the use of PC and other networked equipment using standard training documents.Assign users and computers to proper business groups in Active Directory.Perform timely workstation hardware and software upgrades.Troubleshoot and resolve hardware, connection, and software issues reported to the Service Desk and assigned to the regional IT Advanced Customer Support Tech.Coordinate with authorized vendor for PC hardware repair.Monitor and remove virus, spy-ware, and other non-authorized software.Maintain and/or coordinate PC hardware inventory.Order and purchase standard equipment and software through approved vendorsSupport firm softwareSupport Desktop Management with post-mass deployment issues of standard softwareProvide IT support for local software within their region. May coordinate support with a Product Champion.Upgrade local server software as necessary.Participate in team and projects including:Regular scheduled regional calls.Assist other IT Coordinators in the region, and/or company.Proactively support Corporate IT and customer support changes and initiatives.Test phases of changing hardware and software standards.Monitor ticket queues to ensure SLAs and OLAs are met.Utilize the standard Knowledgebase per standard procedures.Complete various projects and tasks as assigned as such:IT focus groupsReconciliation of Active Directory permissions as per internal securities audits.Reconciliation of licenses associated with locally purchased software.Coordinate with local vendors for cabling, HVAC, phone system, printer/fax, and other IT related facilities maintenance.Tasks related to potential office remodels or relocations.Maintain network file and print serverUpdate networked applications as required.Maintain daily tape backup and off-site tape storage.Report file and server issues to the Service Desk for further assignment.Setup and maintain network printers, scanners, and multi-function devices.Coordinate copier/MFD repairs with authorized repair vendor.Provide phone support in centralized VoIP locationsFacilitate legal matters compliance with Internal Legal and IRM requests including:Complete legal hold workstations procedures and hard drive copies as requested.Preserve backup tapes and other electronic media as requested.Other duties as assigned.QUALIFICATIONSEDUCATION:High school diploma or GEDTECHNICAL / SOFT SKILLS:Working knowledge of hardware and applications including but not limited to:Windows Server OS, Microsoft Windows OS, MS Office Suite, asset management, Lotus Notes, Microsoft Active Directory, computer imaging software, CA Unicenter Service Desk software, VoIP phone systems, CCH ProSystem FX, endpoint security & protection, enterprise backup solutions, hard disk encryption software, PC hardware, printers, and other networked equipment.SPECIAL REQUIREMENTS SPECIFIC TO JOB:Excellent verbal and written communicationsDemonstrates a working knowledge of the technology tools required within assigned responsibilitiesEffective organization and time management skillsAbility to manage multiple tasksStrong attention to detailAbility to handle constantly changing flow of traffic, remain productive during slow times, be able to multitask effectively during busy times and exercise patience and professionalism during stressful situations.Ability to work in a highly collaborative environment and consult effectively with employees at all levels.EXPERIENCE:1-3 years relevant experience in customer servicePREFERRED REQUIREMENTS:Bachelors degreeIn accordance with applicable law and RSM policy, prospective hires will be required to demonstrate that they have been fully vaccinated for COVID-19. If not vaccinated for COVID-19 they must qualify for an accommodation to this vaccination requirement or participate in testing.You want your next step to be the right one. Youve worked hard to get where you are today. And now youre ready to use your unique skills, talents and personality to achieve great things. RSM is a place where you are valued as an individual, mentored as a future leader, and recognized for your accomplishments and potential. Working directly with clients, key decision makers and business owners across various industries and geographies, youll move quickly along the learning curve and our clients will benefit from your fresh perspective.Experience RSM. Experience the power of being understood.RSM is an equal opportunity/affirmative action employer. Minorities/Females/Disabled/Veterans.RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at careers@rsmus.com.Quick Apply

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