Information Technology
3 months ago
**Position**:
Help Desk Analyst
**Purpose of the role**:
Acting both independently and in collaboration with the Information Technology team, this position is responsible for troubleshooting and resolving technical issues and resolving end-user help requests. The Help Desk Analyst builds strong relationships with clients through excellent communication skills when providing help desk support and responding to clients' requests for assistance.
**Reports To**:
IT Operations Manager
**Duties and Responsibilities**:
- Respond to incoming support requests from clients and customers in a timely and professional manner;
- Troubleshoot and resolve technical issues related to hardware, software, and network systems;
- Document all support requests and solutions in the company’s ticketing system;
- Provide specific instructions, resources, training, and guidance to end-users on how to achieve optimal results on a variety of hardware, software and shared systems platforms;
- Implement and test hardware, including workstations, telephones, printers/scanners, handheld devices, and video conference equipment;
- Setup and assist video conference meeting requests;
- Collaborate with team members to identify and resolve recurring issues;
- Attend weekly meetings to enhance the delivery of service, the team’s knowledge and effectiveness;
- Regularly, as required and along with other members of the IT team, participate in software implementations and rollouts;
- Maintain a high level of customer satisfaction by ensuring all requests are resolved in a timely and efficient manner;
- Participate in after-hours on-call rotation for emergency technical support;
- Stay current with system information, changes and updates; and
- Other duties and responsibilities as required.
**Education & Qualifications**:
- 1 - 3 years of work experience in a help desk support role or similar;
- Post-secondary education in Information Technology or related field;
- Thorough familiarity and experience with Microsoft Windows operating systems and Microsoft Office 365;
- Familiarity with legal tools such as Aderant, iManage DMS, and Litera is an asset; and
- Available for after-hours on-call rotation and occasional after-hours work.
**Required Skills & Personality Traits for Success**:
- Exceptional Technical Expertise: Knowledgeable, experienced, and skilled in the concepts, theories, practices and techniques of the information technology field, including an emphasis on technical service;
- Technology Savvy: Values technology and understands the necessity of leveraging it to stay productive and competitive. Proactive in investigating and adopting new technologies to achieve competitive advantage.
- Communicates Effectively: Exceptional written and oral communication skills; ability to communicate effectively with individuals at all levels in the organization.
- Customer Orientation: Provides exceptional customer service to both internal and external clients of the Firm.
- Reliability and Ownership: Earn trust through consistently meeting deadlines and maintaining the quality of work. Can be relied upon by the team to show up and deliver, contributing to both independent and collaborative endeavours.
- Problem Solving and Decision Making: Ability to identify problems, solve them, act decisively, and show good judgment.
- Organization: Exceptionally effective at planning ahead, organizing, and prioritizing.
- Demonstrates Flexibility: Ability to work effectively within a variety of situations, readily adapting to ongoing changes.
- Team Player: Flexible, courteous, and supportive of teammates.
Why BD&P?
The world is changing, and it’s happening faster than ever. Constant transformation, progress, setbacks, challenges. Businesses and people are adapting, but nobody can do it alone. Maybe it’s easier for us to keep up because we’ve always been nimble, and we’ve always brought creative thinking to the way we practice law.
BD&P is a full-service boutique law firm headquartered in Calgary, Canada. Our approximately 120 lawyers are bright, deeply talented legal minds who work on a broad spectrum of matters, sitting across the table from national and international firms.
BD&P is proud to maintain its independence while representing clients in a wide variety of sectors including Energy, renewables, Agribusiness, technology, and life sciences.
We like to think having a track record of supporting entrepreneurs gives us a unique approach. We are not just legal advisors; we are true partners. We've been called unconventional, and we think that makes us better partners to our clients for now
- and for the future.
BD&P has an inclusive culture where their people feel motivated to bring their best to the workplace. We understand that diversity and inclusion result in better decision-making, more innovative problem-solving, and enhanced creativity.
With a culture of collegiality, the firm encourages pursuits that go beyond the office, as we know that
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