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Analyst, Technology Support Services

2 months ago

Montréal QC, Canada Options Consulting Solutions Full time

Analyst, Technology Support Services - Bilingual

Full Time

Montreal, QC

Are you looking for an exciting opportunity to join a fantastic team at one of Canada’s TOP National Law Firms?

Are you passionate about enhancing business processes and supporting the reliability of an IT and support services function?

Do you thrive in a dynamic, fast-paced environment where your contributions make a significant impact?

The Company

Our client is a leading national law firm who take great pride in their employee experience and attracting top talent. Their Montreal office is looking for an Analyst to join their Technology Support Services team.

Company Perks and Rewards

  • Competitive Salary
  • Vacation + Personal Days
  • Fantastic Corporate Culture

The Role

Our client is looking for an Analyst to join their Technology Support Services team within their leading national law firm. You will play a crucial role within a dynamic team, and you will be involved in supporting the firm’s desktop computing environment, ensuring that the business and its IT equipment and services function reliably. The ideal candidate will have a strong background in client service and, additionally, will be expected to contribute to the success of the firm in shaping, implementing and following established best practices. You will be expected to interact with Executives, Services Groups, Service Providers, and Technical Support groups within this role. You should also be fluently Bilingual in French and English.

Your main responsibilities will include:

Technical Support:

  • Provide hands on IT technical support to all end users.
  • Provide support for connecting and configuring video conferences, presentations, video recording and event technology.
  • Troubleshooting of AV hardware.
  • Check all AV rooms weekly to ensure proper functionality and ensure all rooms are kept neat and free of safety hazards.
  • Provide training to end users with varying skill levels on use of AV equipment.
  • Plan, setup, and support AV needs of special events
  • Work with external AV vendor as needed.
  • Provide 1st level support for all mobile smart phones.
  • Participate in the rollout of new technology.
  • Manage the 2nd/3rd level support of incidents escalated by the National IT Service Desk team.
  • Manage assigned incident and support request tickets.
  • Assist with onsite server support.
  • Continuously look to improve and evolve the operation of deployed IT solutions.
  • Address escalations and complaints, involving coordination of resources to prevent recurrences and potential impact on facility operations.
  • Decommission/dispose of IT equipment, when necessary
  • Other duties as assigned by the Director, Technology Support Services.

Administrative Support:

  • Write process and training documentation as requested for training National Help Desk (Call Support) personnel.
  • Provide regular reports as required enabling IT services to be managed effectively.
  • Enter problems into ticketing system, resolving and closing calls. Escalate and track the resolution of issues, and conduct client follow-up.
  • 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:

  • Participate in the delivery of application project activities. Act as a subject matter expert (SME) with respect to assigned systems and/or functions.
  • Research, plan and assist with special projects as assigned by the Director, Technology Support Services.

The ideal candidate will come with the following qualifications:

  • University Degree or College Diploma in Information Technology.
  • 5+ 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 and working knowledge of various mobile devices and tablets and managing them via the firms Mobile Device Management System.
  • Experience working in a Technology Support role supporting legal specific applications within a Legal environment would be a definite asset.
  • Excellent written and verbal communication skills.
  • Strong customer service skills and the ability to understand and deliver exceptional client service.
  • A strong team player with excellent organizational and time-management skills.
  • Highly developed analytical and problem-solving skills along with the ability to multi-task various priorities.
  • Ability to work independently, follow instructions with minimal supervision and take initiative.
  • Availability to work overtime, when necessary.
  • Availability to provide on-call after-hour support.

Qualified job seekers are asked to apply with attention to Chelsey Reimer.

I really look forward to hearing from you, but please understand that I will only be contacting those that are applicable for the role

Options Consulting Solutions is an equal opportunity employer and welcomes applications from all individuals. Applicants selected for an in-person interview will be asked whether specific accommodations are needed to support a personal disability.

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