Base salary:
$69,000 – $93,000, Compensation based on skills and experience
Reporting to the Manager, IT Support, you will be responsible for providing intermediate level support to the end users for all applications and hardware used. The role is a combination of local and remote support for all users within seven offices across Western Canada. The individual will work with a group of IT staff members located across the firm’s multiple offices and escalate issues to other IT staff as required.
The successful individual will be able to tactfully address difficult situations and perform under high-stress conditions, build effective working relationships both inside and outside the department, communicate technical information (orally and in writing) to non-technical staff, and coordinate and interact with end-users to resolve system malfunctions and usage difficulties.
Responsibilities include:
• Providing Level II support for 800+ users across multiple offices
• Providing on-site network/system assistance when requested by the System Administration Department
• Recording, tracking and documenting the service desk request problem-solving process including all successful and unsuccessful decisions made and actions taken through to final resolution or escalation to other team members if required
• Performing post-resolution follow-ups to help requests
• Ensuring all customer details are logged and tracked in the corporate ticketing system
• Imaging and deploying laptops
• Administration of mobile devices for users including setup and troubleshooting for corporate email access
• Documenting procedures for routine tasks and updating existing documentation
• Testing software and following developed procedures for deployments with IT team
• Monitoring systems for acceptable performance and user accessibility
• Troubleshooting and resolving mid-level system hardware, software and communication problems that may require adjustments to configurations
• Administering of Active Directory/Entra, user accounts, machine accounts, etc.
• Maintaining a high-quality customer service approach when dealing with users via phone and deskside to resolve issues in a timely fashion
• Assisting with moves, replacements and changes of stations and network users
• Setting up and maintaining local desktop hardware
• Completing team based project work as required
• Regular on-call rotation; other after-hours work may be required, as assigned
• Other duties as required to assist the IT team as directed by management
Qualifications include:
Education & experience
• Completion of a degree or diploma in computer science or information technology or post-secondary education in a technology-related discipline combined with five to seven years’ experience in related IT support and network administration
• Five or more years’ working experience in an IT support role
• Previous legal environment experience would be considered an asset
Technical skills
• Strong experience with Microsoft Office 2016, Office365 and Windows 11
• In-depth knowledge and ability to install, configure and troubleshoot Windows-based computer systems on a complex data network
• Understanding of principles and operating procedures for directories, policies, permissions and user account administration
• Mobile device support experience (Android and iPhone)
Hardware & devices
• Experience working with multi-purpose photocopiers and printers (Canon, HP, etc.)
• Ability to perform physical tasks including lifting up to 50lbs
Service desk & tools
• Experience working with Service Desk+ Cloud / ticketing system
• Familiarity with InTune administration considered an asset
• Knowledge of Document Management Systems (iManage Cloud) considered an asset
• Well-versed in a support ticketing system for tracking incidents
Communication & customer service
• Exceptional customer service, communication and interpersonal skills
• Ability to explain technical concepts to non-technical users and interpret unclear problem descriptions
• Excellent documentation skills
• Strong written and verbal English communication skills
Work style & professionalism
• Thrives in a fast paced, results-orientated environment
• Proven analytical and problem-solving abilities
• Ability to work in a dynamic environment, including effective multi-tasking, exercising objectivity, composure under stress and professionalism in parallel to ongoing daily business needs meeting required service-level agreements
• Self-directed while also working effectively in a collaborative, team-oriented environment
• Brings energy, focus and professionalism to daily work
• Follows instructions with minimum supervision
• Work alongside different teams and contributes to continuous improvement
We offer:
• A competitive salary depending on experience
• Comprehensive coverage for health and wellness benefits
• Access to group savings plans and investment options
Our Diversity Statement
MLT Aikins is an equal opportunity employer and is committed to building an inclusive and diverse work environment. Our principles of
diversity, equity and inclusion
create a space for everyone to collaborate, allowing us to deliver excellent and increasingly innovative legal service to our clients. We encourage individuals of a diverse group to apply to our job postings.
If this sounds like you, click the “Apply now” button below to set up a candidate profile and submit your resumé and cover letter. Only those candidates selected for interviews will be contacted.
