IT Support Analyst - #193008

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 role is accountable for trouble shooting day-to-day issues with hardware, software, and infrastructure, as well as maintaining user account set-up and performing simple configuration updates to various applications. You have an overall sense of the business’s needs, apply a broader perspective to your work, and are good at balancing conflicting demands. You are a problem solver with a can-do attitude, driven to find simple solutions to complex problems and are flexible and adaptive to continual change. 

Your day-to-day   

• Provide professional support to all users (including remote/mobile users) for all IT related technical issues including hardware, software (custom and out of box), business applications, printers, smart phones, etc.  
• 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.  
• Perform routine upgrades and preventative maintenance for various hardware and software applications. 
• 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. 
• Stay abreast of technological advancements and trends to advance the application of technology to support firm objectives. 
• 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 
• Strong understanding and application of Cybersecurity principles and incident response experience 
• Working knowledge of M365 administration including Intune, Exchange Online, Teams, SharePoint, Defender, Entra ID etc. 
• Experience with CaseWare and/or TaxPrep, or other similar accounting applications. 
• 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  

At Smythe, we strive to offer a competitive salary and benefits package that accurately reflects our people’s values and ambitions. We prioritize professional development and have fostered a dynamic and progressive work culture. As a firm, our focus is on collaboration and building personal relationships with clients, mentors and peers. Learn more about what you can expect from Life at Smythe by visiting our website (www.smythecpa.com) and following us on Instagram (@lifeatsmythe) and LinkedIn (@Smythe LLP).  

We thank you for your interest in joining Smythe! We will get back to you regarding any updates to your application.