IT Help Desk Analyst

3 weeks ago

Hamilton, Canada Scarfone Hawkins LLP Full time

Scarfone Hawkins LLP is an established and growing law firm. We provide excellence in legal services to a variety of private, corporate and institutional clients throughout Southern Ontario.

We are currently seeking an IT Help Desk Analyst.

If you have a passion for technology, have in-depth knowledge of the latest industry standard computer hardware and software, and a willingness to learn proprietary legal software, then Scarfone Hawkins LLP has the role for you

**What you will be doing**:

- Processing and facilitating I.T. Support calls, tickets, covering a wide range of I.T. issues from user accounts, to printers, to software and hardware issues.
- Installing and configuring computer hardware, software, systems, networks, printers and scanners.
- Investigating, diagnosing and solving computer software and hardware issues, including repairing equipment and replacing parts.
- Following established polices and processes to ensure standardized software and hardware setups.
- Assisting with scheduled maintenance and upgrades.
- Record, track, and document the service desk incident-solving process, emerging trends in incidents, documenting all successful and unsuccessful actions taken, through to final resolution;
- Research solutions through internal and external knowledgebase, resources, etc.
- Test fixes to ensure issues have been adequately resolved.
- Develop, update and contribute to walkthroughs, technical guides, and FAQs for both the I.T. Dept. and end users, as needed.
- Provide suggestions for continual improvement of the I.T. Help Desk; your input is vital to our success
- Adhere to all company’s policies, guidelines and statutory/legislative requirements
- Attend and participate in team and supervision meetings
- Participate in operations or infrastructure projects/activities as required
- Perform any other I.T. duties as required.

**Who you are**:

- Completion of a technical computer program such as COMPTIA A+, Microsoft Professional Certifications, and /or equivalent combination of education and experience.
- Great attention to detail, with the ability to prioritize, multitask and manage multiple I.T. issues in a timely manner.
- Experience with Microsoft Azure, and Microsoft 365 administration would be an asset.
- Ability to write clearly and concisely, and articulate complex I.T. processes and methodologies to Partners, Lawyers, Legal Assistants, and Law Clerks in a manner in which they can understand.
- Ability to sit, stand and operate office equipment.
- Comfortable using simple tools and performing occasional lift work.
- Excellent written and verbal communication skills

**Hours of Work**: 35 hours per week, Monday to Friday. Willingness to work occasional evening and weekend hours on projects, rollouts, as needed.

What's in it for you?
- Convenient location in the heart of Hamilton’s downtown core, close to restaurants, shops and transportation
- Competitive salary commensurate with experience including comprehensive benefits package
- Paid Parking
- Continuous learning resources
- Fantastic office culture with many fun events

We pride ourselves on excellence in everything we do, every day. If this matches what you are looking for, we want to hear from you

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