Job Description

• Serves as first point of contact to all firm members. Investigates, resolves or escalates technical and software issues, service requests and questions received by phone, email, chat, in person or on-site desk support
• Logs support requests and status updates, when necessary escalates issue to other team members for resolution to ensure issues are resolved in a timely manner to meet service level objectives
• Collaborates with other team members to resolve issues, and share knowledge
• Provides limited ad hoc user How-To training to explain and educate users to become more self-sufficient
• Analyzes and reports HelpDesk key performance metrics and identifies issue trends
• Provides boardroom support for the setup and performance of meetings in boardrooms or online (Teams and Zoom), and the operation of the audio-visual equipment and peripherals
• Creates and maintains documentation related to HelpDesk services, procedures, solutions and knowledgebase articles
• Manages equipment moves, vendor repairs, recovery, and configuration of mobile devices (Apple/Android)
• Maintains asset management, spare equipment inventory, and identifies supplies to be ordered

• Flexibility to adjust work day between 8:30 a.m. to 5:30 p.m. as assigned
• Provides after hours and weekend user support and maintenance/updates of servers and applications on a rotational basis
• Participation and support for technical projects as requested
• Schedules planned absences with designated backup and other team members
• Requires full-time in-office work schedule during business hours

• College diploma in Information Technology or a certificate or a degree in a related field
• 1 year experience working within an I.T. environment in a similar role. Law firm exposure is preferred
• Extensive knowledge of Microsoft Windows 11 Operating System and Microsoft Office 365 applications, configuration, administration and troubleshooting
• Basic understanding of core networking and computing protocols, Document Management Systems (iManage) and VPN remote access
• Exceptional client service and ability to communicate in a positive and professional manner
• A solutions provider who demonstrates excellent critical thinking skills with the ability to analyze basic and complex helpdesk requests in a professional manner
• Highly organized and able to manage multiple priorities with ease
• Proficient working independently and remotely, as well as working within the team environment
• Displays a strong drive for ongoing self-improvement, regularly pursuing opportunities to expand knowledge and skills in a dynamic and fast-paced IT environment

• Demonstrates a commitment to upholding all firm policies and procedures, ensuring that they are consistently followed and adhered to by all members of the team
• Able to process a high volume of work while maintaining accuracy and attention to detail
• Has the ability to meet deadlines while managing multiple tasks with competing demands for resources
• Is able to resolve day-to-day issues independently, escalating issues when appropriate
• Demonstrates excellent technical skills and ability to learn new applications and processes
• Provides excellent client service that meet expectations of both internal and external clients
• Proactively works with the team by assisting where required and shares knowledge in a positive, clear and concise manner
• A team player who works well with others in a deadline driven environment for successful outcomes
• Contributes to the department by working efficiently and identifying ways to improve processes
• Able to earn the respect of lawyers and co-workers
• Ability to be flexible with regards to hours during busy periods to meet the demands of the role
• Discretion and confidentially is essential to this role and required at all times

• Competitive base salary
• Comprehensive benefit and insurance plans, with HSA
• RRSP plan with employer contributions
• Fitness and Wellness Benefit
• Education assistance

Job Categories: IT Technician Jobs. Job Types: Full-Time. Salaries: Commensurate with Experience.

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