Deskside Technician

**ABOUT GOWLING WLG**

At Gowling WLG, our dedication to excellence and quality service begins with our people. As a global law firm with offices across Canada, the U.K., Europe, the Middle East and Asia, we pride ourselves on sourcing and retaining top talent who bring energy, passion and commitment to the delivery of outstanding client service.

Employee satisfaction is important to us. We work hard to ensure that our people are motivated, engaged and empowered. We are guided by our firm’s Core Values - The Power of Teamwork, Always Striving to be Better, We all Bring Something Different - in all that we do.

Diversity, equity, and inclusion are an integral part of our firm’s core values. We are always striving to build a more equitable, engaging and rewarding workplace by attracting and retaining talented people from a diverse range of backgrounds, cultures and experiences. Our aim is to help everyone reach their full potential and achieve their personal and professional goals.

Our diverse group of legal professionals, law students, law clerks, paralegals, legal administrative assistants and business services team members work together, and are respected and valued for their individual contributions.

**PROFILE**

Our Ottawa office is looking for a Deskside Technician to join our IT team

**RESPONSIBILITIES**
- Responds to all requests/escalations in an appropriate and courteous manner.
- Accurately documents all requests by logging them in the Firm’s ticketing system.
- Assesses and resolves all requests for support based on urgency, type of problem and available support staff.
- Applies problem-solving skills and techniques to resolve issues prior to escalating them to the appropriate group.
- Monitors and follows up on calls assigned to others, as instructed by the Technical Coordinator, Information Systems.
- Troubleshoots and diagnoses hardware and software problems on systems and arranges for external service calls or repairs as required.
- Maintains, assigns and logs loaner equipment. Reviews returned equipment and cleans files or programs as appropriate, and installs new software as required.
- Along with other members of the Information Technology team, participates in technical workstation support and system implementations and rollouts.

**QUALIFICATIONS**
- Minimum one year directly related technical experience, preferably in a Help Desk or Service Desk environment.
- College degree in Computer Science or equivalent.
- Ability to communicate effectively with other Firm members, with the aptitude to take care of client’s needs in a professional and courteous manner.
- Capacity to work independently, as well as in a team environment.
- Produce a high quality and quantity of work product, occasionally under tight timelines.
- Able to prioritize and to redefine priorities when necessary.
- Knowledge of Microsoft Windows, documents management systems, system management servers and networking an asset.
- Ability to lift large objects (printers and other hardware) of up to 50lbs.

Gowling WLG employees benefit from a hybrid work environment.

Gowling WLG is dedicated to building a diverse and inclusive workplace. If you have a disability or special need that requires accommodation at any time during the recruitment process, please let us know.