Crowe MacKay LLP IT Helpdesk Technician Full Time in Edmonton, AB

Crowe MacKay LLP

Branch Edmonton AB CA

IT Helpdesk Technician
Edmonton, AB

HDI Technical Support Professional. HDI Technical Support Professional training considered an asset. The Help Desk Technician is the IT department’s first line…

As Crowe MacKay LLP continues to grow, we are actively looking for a well-rounded, Help Desk Technician to join our growing Information Technology department. The candidate will work out of our Edmonton office and reports directly to our IT Leader. The successful candidate will be a natural problem-solver, professional, considerate, and consistently exercise urgency when dealing with and resolving technical issues.

About Crowe MacKay

Crowe MacKay LLP is a vibrant team of Chartered Professional Accountants in eight cities across Northern and Western Canada. We believe strong relationships are the cornerstone to success and strive to create innovative solutions for our clients. Crowe MacKay LLP is built on a foundation of diverse talent, delivering expert advice across a spectrum of industries and organizations. To learn more about our firm click here.

About the role

The Help Desk Technician is the IT department’s first line of support and directly represents the IT department’s brand to the end users (our Crowe MacKay LLP staff). This role is first and foremost a customer service position and supports end users from all of our eight markets across Northern and Western Canada. Having a passion for serving the end user coupled with providing exceptional problem-solving abilities are imperative to the success of this role. The incumbent must have strong communication skills, possess the ability to articulate technical language to end users effectively, have an acute attention to detail, and a high understanding around the importance of following procedures. This role can be fast-paced and requires effective teamwork to ensure exceptional service is delivered in a timely fashion. Managing and setting expectations is paramount in providing a favorable end user experience.

Duties & Responsibilities

  • Remotely and locally respond to and resolve requests for support through our ticket system
  • Interpret request for support and communicate in your own words back to the end user what you believe it is they are requesting
  • Develop a series of steps and actions to troubleshoot and resolve the issue
  • Communicate in writing, through the ticket system, their action plan to resolve the issue
  • Upon successful resolution of the issue the steps taken will be documented for the reference of the end user and for use in the resolution of future issues
  • Creating tickets for issues submitted online or via the telephone
  • Troubleshoot workstation hardware issues
  • Adding to and maintaining the internal and end user IT knowledge bases
  • Assist with setup and deployment of company workstations
  • Contribute to and be a part of a collaborative team environment within the IT department and the local office
  • Accessible after hours for emergency issues
  • Willingness to travel (approximately 20%)
  • Any other duties as deemed necessary for the betterment of the IT department

Education & Experience

  • College level Diploma in Computer Information Systems, Networking and Telecom, or equivalent
  • 2-5 years previous IT Help Desk experience is required
  • HDI Technical Support Professional training considered an asset
  • Security training from the SANS Technology Institute considered an asset
  • Past work experience in an accounting firm in an IT capacity will be viewed favourably
  • Proven exceptional customer service skills and high sense of urgency
  • Superior problem solving and troubleshooting skills are essential
  • Strong willingness, capacity, and desire to learn
  • Excellent communication skills, both written and verbal (English)
  • Technical skill set should include an entry level understanding of the following:
  • Windows server environments
  • Windows desktop operating systems
  • File shares and permissions
  • Microsoft Office products
  • Workstation and laptop hardware
  • Citrix
  • Basic IP networking and connectivity

What We Offer

  • Competitive compensation package
  • Excellent medical and dental benefits
  • Health & wellness programs

How to Apply

If you have the skills, qualifications and expertise and want to join our growing team, please submit your resume, cover letter, all training/educational certificates, and salary expectations with the subject line: YEG Helpdesk Tech.

Incomplete applications will not be considered. Posting will remain open until a suitable candidate is found.

We thank all applicants for their interest; however only those candidates selected for an interview will be contacted.

Job Type: Full-time

Salary: $40,000.00 to $50,000.00 /year


  • Basic IP Networking & Connectivity: 1 year
  • Citrix XenApp: 1 year
  • Windows Server Environments: 1 year
  • Help Desk: 2 years
  • file shares and permissions: 1 year
  • Windows Desktop Operating Systems: 1 year
  • Workstation and laptop hardward: 1 year


  • Edmonton, AB


  • CompTIA A+
  • HDI Technical Support Professional


  • english

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Edmonton, AB, CA
Posted on: 2018-07-27
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