Information Technology Technician

3 months ago

Calgary, Canada Osler, Hoskin & Harcourt LLP Full time

Osler, Hoskin & Harcourt LLP is one of Canada’s leading business law firms. Advising many of Canada’s corporate leaders, as well as U.S. and international parties with extensive interest in Canada, our more than 1,000 firm members are based in offices in Toronto, Montréal, Ottawa, Vancouver, Calgary and New York.

Note: this position requires the incumbent to participate in an On-Call rotation.

Major Responsibilities:

- Analyzes, defines, and researches the end user’s problem, identifies root cause, and implements/recommends solutions to appropriately resolve issue to the end user’s satisfaction
- Provides appropriate escalation of support requests for expedient resolution
- Logs information concerning help desk calls into a ticketing system to track history of calls and successful solutions for future reference purposes
- Identifies recurring problems/trends; notifies and works with team to reach root cause solutions
- Performs installations and provides support for the Firm’s network components and servers
- Performs activities to support and monitor network operations including daily back-ups
- Provides home and remote computer support as well as installations for Firm users as requested
- Installs, configures, and moves computer equipment (i.e., Desktop, Surface, docks, printers, monitors)
- Updates virus identities, maintains hardware inventories and receives deliveries of computer equipment (i.e., Desktop, Surface, printers, monitors, page counts)
- Provides end user support during meetings for Zoom/Teams/WebEx Conferencing, videoconferencing, computers, phones, and audio and visual equipment
- Provides set-up of AV equipment for all boardrooms (Portable screen, projector screens, Camera, Mics etc.) and maintains, repairs, and upgrades all A/V system/equipment and teleconferencing equipment
- Maintains confidentiality of all computer-based information related to the Firm, its clients, and its employees
- Performs other assignments as required

Education and Experience
- College diploma in a computer-related discipline
- Experience in a technical customer service or help desk support role
- An equivalent combination of education, training, and experience may be acceptable

Knowledge and Skills
- Knowledge of IT Service Management Software like FootPrints
- Strong technical aptitude and ability to quickly learn the Firm’s computer, and video conferencing systems, Teams units, and A/V equipment
- Excellent verbal communication, interpersonal and customer service skills
- Ability to exercise good tact, judgement and sense of urgency in situations involving legal professionals and clients
- Strong troubleshooting ability with analytical and problem-solving skills
- Strong organizational skills and ability to multi-task in a fast-paced environment
- Dependable with willingness to be flexible with work hours as required and willingness to be On-Call on rotation basis
- Physical ability to lift PC’s, monitors, etc.

We are currently working in a hybrid work arrangement, with a requirement to work partially in the office and an opportunity to work remote.

**HOW TO APPLY**

Accessibility and Accommodation

Background and Reference Checks

Please note that any offer of employment will be conditional upon background and reference checks, including a criminal record check, credit check, and employment and educational verifications.

If you have the required background with the ability to provide exceptional customer service and wish to work in one of Canada's leading law firms, please reply in confidence with a cover letter and résumé by the closing date.

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