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Endpoint Support Specialist
2 months ago
Cassels Brock & Blackwell LLP is a leading national law firm focused on serving the transaction, advocacy and advisory needs of Canada's most dynamic business sectors. We have one of the largest business law practices in the country, serving multinational, national and mid-market clients from our offices in Toronto, Vancouver and Calgary.
Our Culture
At Cassels, our mission is to attract, retain and promote individuals of exceptional ability and talent from as broad a range of backgrounds as possible. We offer meaningful career opportunities, invest in professional growth, and foster an inclusive environment. Our Firm's success is built on the unique skills, perspectives, experiences and values of each individual. We encourage a corporate culture that respects and celebrates the dignity, value and diversity of all.
Role OverviewOur Toronto office is currently recruiting for an Endpoint Support Specialist in our Information Technologies Department, reporting to Manager, IT Infrastructure. The Endpoint Support Specialist is responsible for implementing and supporting desktop images, corporate end-point technologies, and software updates. A strong technical and analytical mindset is the key to succeeding in this role.
Key Responsibilities
- Creating and supporting Windows desktop images in Microsoft SCCM and Intune environments.
- Packaging, deploying, and maintaining desktop and mobile applications.
- Endpoint deployment, including desktops and Firm-managed mobile devices.
- Following the user acceptance testing process, including preparation of acceptance criteria, review of test plans and scenarios, review of test results, and taking responsibility for end-to-end deployment and support.
- Troubleshooting and resolving hardware, software, and connectivity problems on supported systems.
- Performing routine maintenance tasks on desktop systems and mobile devices, including software updates, critical patches, and system configurations.
- Coordinating with other IT teams to deploy and upgrade desktop hardware and software as needed.
- Responding promptly to desktop-related incidents, minimizing downtime and ensuring quick resolution.
- Documenting incident details, resolutions, and preventive measures for future reference.
- Collaborating with other IT teams to address complex technical issues and escalate problems when necessary.
- Communicating effectively with end-users to gather information, provide updates, and ensure customer satisfaction.
- Maintaining accurate and up-to-date documentation of desktop and mobile device configurations, troubleshooting procedures, and user guides.
- Contributing to the development and improvement of standard operating procedures.
- Providing 2nd-level support to incidents as assigned and ensuring proper escalation of calls and closure of incidents.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- 5+ years of experience in endpoint support.
- Strong working knowledge of the following Microsoft technologies: Windows 10/11, SCCM, Intune, Microsoft 365/Exchange Online/Teams, and Microsoft Azure.
- Strong troubleshooting skills for both hardware and software issues.
- Working knowledge of Windows operating systems, Microsoft Office Suite, legal applications, and PowerShell.
- Excellent communication and customer service skills.
- Ability to work in a fast-paced and high-pressure environment.
- Excellent communication skills and a demonstrated ability to create technical documentation.
- Excellent organizational and time management skills.
- Analytical thinking and problem-solving capability.
- Microsoft certifications an asset.
- Law firm experience an asset.
What We Offer
- Competitive compensation + Extended Health & Dental Care.
- RRSP Matching Program.
- Education/tuition allowance.
- Fitness Reimbursement Program.
- Diversity and Inclusion Centric Culture.
- A Culture of Wellness: Cassels recognizes the importance of wellness and provides a comprehensive program that addresses the mental and physical well-being of our employees by providing resources, services, training, and support on an ongoing basis.
- A fully stocked kitchen with healthy snacks, plus coffee, tea, and drinks throughout the year.
- A business casual dress code (client/day specific).
- Employee referral bonus.
- A hybrid work environment.
