Analyst, Technology Support

4 weeks ago


Vancouver BC, Canada BC Legal Management Association Full time

The Vancouver office of Borden Ladner Gervais LLP (BLG), a leading, innovative and client-focused law firm in Canada, is seeking an Analyst, Technology Support Services (Field & AV Support).
We are BLG: Canada’s Law Firm. We are a future-minded Firm delivering high-value advice and known for our unwavering commitment to innovation, diversity and inclusion, community involvement and talent development. The Analyst, Technology Support Services (Field & AV Support) is responsible for supporting the firm’s desktop computing environment—ensuring its continuous availability and reliability so the business can rely on IT equipment and services. In addition, the Analyst, Technology Support Services is expected to participate in shaping, implementing and following established best practices. Interaction with Executives, Services Groups, Service Providers, and Technical Support groups is an essential function of this role. Technical Support (75%)
Provide hands on IT technical support to all end users.
Provide support for connecting and configuring video conferences, presentations, video recording and event technology.
Provide training to end users with varying skill levels on use of AV equipment.
Plan, setup, and support AV needs of special events
Provide 1 st level support for all mobile smart phones.
Participate in the rollout of new technology.
Manage the 2 nd /3 rd level support of incidents escalated by the National IT Service Desk team.
Manage assigned incident and support request tickets.
Assist with onsite server support.
Address escalations and complaints, involving coordination of resources to prevent recurrences and potential impact on facility operations.
Other duties as assigned by the Director, Technology Support Services.
Administrative Support (15%)
Write process and training documentation as requested for training National Help Desk (Call Support) personnel.
Provide testing and reporting results of testing conducted on new applications and/or changes to existing applications.
Maintain accurate and complete up-to-date software and hardware inventory records.
Special Projects (10%)
Participate in the delivery of application project activities. Research, plan and assist with special projects as assigned by the Director, Technology Support Services.
University Degree or College Diploma in Information Technology (or equivalent work experience and/or certificates).
Five or more years of experience providing Help Desk and/or Field Support in a professional services or corporate environment.
Highly proficient with computers and their associated hardware and software components.
Two years of progressive hands on experience in an audio visual environment
Experience and working knowledge of Webex, Microsoft Teams, Zoom and GoToMeeting would be an asset
Experience using video recording equipment (cameras, microphones and lighting) would be an asset
Expertise using recent versions of Microsoft Windows, Microsoft Office Suite, Active Directory Administration, and Citrix environments.
Experience working in a Technology Support role supporting legal specific applications within a Legal environment would be a definite asset.
Availability to work overtime, when necessary.
Availability to provide on-call after-hour support.
Everyone at BLG is required to carry out the duties of their role while upholding the important principles of our respectful workplace policies, and treating everyone with respect, regardless of position. At BLG, valuing diversity and inclusion is key to a respectful workplace.
We welcome and encourage applications from diverse candidates, including people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
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