IT Support Analyst

About Us:
As a leading Canadian wealth management organization, Richardson Wealth offers the personal touch of a boutique firm while delivering big results. With offices across the country, we are home to some of Canada’s best investment advisors. We’ve embarked on an exciting growth phase – a multi-year transformational journey to enhance our entrepreneurial, high-performing, advisor-centric culture.

Where we’re going:
We want to be the brand of choice for Canada’s top advisors and their high-net-worth clients. We also have an ambitious growth strategy to triple our Assets under Administration (AUA) to $100 billion by 2027.

To reach our goals, we are making strategic investments in technology, real estate and, most importantly, our people.

Position Overview    
The IT Support Analyst is responsible for providing efficient user support and customer service by troubleshooting problems on company supported computer applications and platforms. 
        
Duties and Responsibilities    
•    Respond to requests for technical assistance in person, phone and electronically (VNC Remote Connection)
•    Diagnose and resolve technical hardware and software issues
•    Research questions using available information resources
•    Advise user on appropriate action
•    Follow standard help desk procedures
•    Log all help desk interactions via ManageEngine Service Desk
•    Administer help desk and corporate software
•    Escalate problems to appropriate resources where necessary
•    Identify and escalate situations requiring urgent attention
•    Track and route problems and requests and document resolutions
•    Prepare activity reports
•    Stay current with system information, changes and updates
•    Exchange server, Active directory, SharePoint, Cisco Call manager
        
Qualifications    
•    Oral and written communication skills; fully bilingual (French) would be an asset
•    Ability to learn new skills
•    Customer service oriented
•    Problem analysis and solving
•    Adaptable
•    Ability to prioritize the incoming tickets and calls from users
•    Attention to detail
•    Working knowledge of fundamental operations of relevant software, hardware and other equipment. Microsoft Office Suite, Microsoft Exchange, Active Directory, SharePoint, Cisco Call manager
•    Knowledge of relevant call tracking applications Like ManageEngine Service Desk
•    Knowledge and experience of customer service practices
        
Education    
•    Knowledge of SharePoint, Active Directory, Exchange, ManageEngine Service Desk and Cisco Telephony
•    Relevant certifications such as MCSA, MCSE, MCITP, MCP or A+
•    3 to 5 years experience working on a Help Desk

Why Apply:

Our firm is only as good as the people who work here. Our employees are exceptional because they combine in-depth expertise with enthusiasm and empathy. From our front office talent to our colleagues behind the scenes, we have one focus: to ensure our people thrive here more than anywhere else. Are you innovative, self-driven, and client-centric?

If so, we’re ready to invest in you.

Richardson Wealth is an equal opportunity employer and committed to providing a diverse, equitable and inclusive environment. We are happy to meet your individual needs in keeping with the Canadian Charter of Rights and Freedoms and the Accessibility for Ontarians with Disabilities Act. Candidates may request accommodation at any point during the interview process.

We are a proud partner of Pride at Work Canada.