Why Ryan?
Hybrid and Remote Work Options
Award-Winning Culture
Generous Personal Time Off (PTO) Benefits
Up to 20 Weeks of Parental Leave Top-up (Adoption Included
Monthly Gym Membership OR Gym Equipment Reimbursement
Health and Dental Benefit Eligibility Effective Day One
RRSP with Employer Match
Tuition Reimbursement After One Year of Service
This is a hybrid role in Calgary, AB with about 2-3 days in office and the remainder working virtually. There will be 5% or less travel within Canada to support office moves in this role.
Duties and Responsibilities:
People:
- Provides Tier 1-2 helpdesk support in an enterprise computing environment of 6,000+ users.
- Participates in team knowledge sharing and informal cross-training efforts.
- Offers guidance and peer mentorship to Team Members
- Troubleshoots and resolves technical issues up to VP-level Team Members with professionalism, positivity, and urgency.
Participates in cross-training and knowledge sharing with Team Members. - Participates in the Desktop Administration on-call support rotation as needed.
Client:
- Responds to support tickets and service requests via collaboration tools using phone, ticketing systems and remote tools.
- Supports both remote and in-office users, ensuring resolution within SLA targets.
- Assists with desktop software deployments, imaging, application installations, and patching.
- Helps track and maintain hardware assets and inventory records.
- Supports end-user onboarding and workstation setups, including office moves and hardware swaps.
Value:
- Installs, troubleshoots, and maintains products and equipment
- Conducts testing and assists in general lab work
- Diagnoses and repairs desktop and laptop hard drives, monitors, and printers at end-user workstations
- Occasionally assists system administrators with complex technical tasks, including debugging and supporting hardware modules and systems
- Coordinates, office, desk moves, and reconnects computer equipment
- Provides Tier 1-2 help desk support in corporate computing environment that consists of Windows 10 clients in a professional and timely manner.
- Responds to help desk requests via phone and online help desk systems and follows through on all assigned tickets to meet/exceed client expectations according to firm SLA’s and department “Best Practice” guidelines.
- Participates in companywide On-call rotation regularly and as needed.
- Determines and recommends which products or services best fit the customers’ needs.
- Installs, troubleshoots, and maintains products and equipment.
- Trains employees; identifies, analyzes, and repairs product failures; and orders and replaces parts as needed.
- Assists in the installation, maintenance, and general support of systems.
- Assists users with questions or problems.
- Assists with system backups and recovery, and installation of new software.
- Occasionally assists System Administrators with complex technical tasks, including debugging and supporting hardware modules and systems.
- Occasionally assists Network Administrators with complex technical tasks, including troubleshooting and supporting networking equipment.
- Conducts testing and assists in general lab work.
- Coordinates, moves, and reconnects computer equipment.
- Maintains hardware inventory, spare-parts log, and work log.
- Occasionally assists IT Infrastructure team members with installation and swap-out of server hardware, including servers, disks, and communication gear.
- Maintains desktop computers, laptop computers, and computer printers with current BIOS/firmware.
- Maintains current versions of Firm software on end-user systems.
- Experience supporting MacOS and Apple devices.
- Relies on proven experience and judgment to plan and accomplish goals.
- Follows information systems policies and controls to ensure data accuracy, security, and legal and regulatory compliance.
- Provide mentoring and coaching to team members.
- Interact with executive level employees to troubleshoot and resolve technical issues.
- Assists with other projects as needed.
- Adherence to General Data Protection Regulation (GDPR)
- Experience supporting, troubleshooting, and administering Zoom meeting software.
- Other duties as assigned
Education and Experience:
High-school diploma or general equivalency diploma (GED) with three to five years related desktop administration experience.
Computer Skills:
Strong technical troubleshooting skills are required, with working knowledge of Windows 11, macOS, and Microsoft 365 applications (Outlook, Word, Excel, and OneDrive). Experience supporting collaboration and conferencing tools such as Zoom and Microsoft Teams is also required.
The role requires hands-on experience with ticketing systems such as Ivanti or ServiceNow, remote support platforms like Ivanti Neurons or TeamViewer, and endpoint management tools such as Microsoft Intune and SCCM. A solid understanding of Active Directory for user and device management is expected.
Familiarity with device encryption (e.g., BitLocker), basic network troubleshooting, software deployment, firmware updates, and secure imaging best practices are highly preferred. Exposure to PowerShell scripting and automation tools is a plus.
Certificates and Licenses:
A valid driver’s license is required due to occasional travel and on-site support. Industry certifications such as CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate are preferred. Certifications in ITIL Foundation or Jamf 200 (for macOS environments) are considered a plus. Exposure to security or network-focused training, such as CompTIA Network+ or Security+ are beneficial.
Supervisory Responsibilities:
This position has no supervisory responsibilities.
Work Environment:
- Standard indoor working environment.
- Occasional long periods of sitting while working at the computer.
- Must be able to lift, carry, push or pull up to 30 lbs.
- Regular interaction with internal stakeholders and external vendors.
- Independent Travel requirement: less than 5%
Equal Opportunity Employer: disability/veteran
Compensation Pay Transparency:
Calgary, ON Salary: $57,500 - $80,500. Certain roles may be eligible for incentive compensation.
#LI-MK1
Skills Required
- High-school diploma or GED
- Three to five years of related desktop administration experience
- Strong technical troubleshooting skills
- Working knowledge of Windows 11, macOS, and Microsoft 365 applications
- Experience supporting Zoom and Microsoft Teams
- Hands-on experience with ticketing systems such as Ivanti or ServiceNow
- Experience with remote support platforms such as Ivanti Neurons or TeamViewer
- Experience with endpoint management tools such as Microsoft Intune and SCCM
- Understanding of Active Directory for user and device management
- Valid driver's license
- Familiarity with device encryption, basic network troubleshooting, software deployment, firmware updates, and secure imaging
- Exposure to PowerShell scripting and automation tools
- CompTIA A+ certification
- Microsoft Certified: Modern Desktop Administrator Associate certification
- ITIL Foundation certification
- Jamf 200 certification
- CompTIA Network+ or Security+ training or certification
Ryan Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ryan and has not been reviewed or approved by Ryan.
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Flexible Benefits — The myRyan model provides results-based flexibility for exempt staff alongside hybrid/remote options, while non‑exempt roles use a PTO bank and receive paid holidays. Many benefits are available from the date of hire, reinforcing practical flexibility in how benefits are used.
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Parental & Family Support — Paid parental leave, adoption assistance, and fertility support are highlighted as meaningful family-oriented offerings. Consistent emphasis on family-friendly policies positions this area as a standout.
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Strong & Reliable Incentives — A performance-driven culture offers bonuses and commissions in certain tracks, with role descriptions noting meaningful variable pay beyond base salary. Total compensation is often characterized as strong where these incentives are prominent.
Ryan Insights
What We Do
Ryan is a tax services firm providing tax advisory and consulting services on a multi-jurisdictional basis. Ryan, an award-winning global tax services and software provider, is the largest Firm in the world dedicated exclusively to business taxes. With global headquarters in Dallas, Texas, the Firm provides an integrated suite of federal, state, local, and international tax services on a multijurisdictional basis, including tax recovery, consulting, advocacy, compliance, and technology services. Ryan is a seven-time recipient of the International Service Excellence Award from the Customer Service Institute of America (CSIA) for its commitment to world-class client service. Empowered by the dynamic myRyan work environment, which is widely recognized as the most innovative in the tax services industry, Ryan’s multidisciplinary team of more than 2,500 professionals and associates serves over 14,000 clients in more than 50 countries, including many of the world’s most prominent Global 5000 companies.
