Application Support Technician

Osler, Hoskin & Harcourt LLP is one of Canada's leading business law firms with over 1,300 team members based in offices in Toronto, Montréal, Ottawa, Calgary, Vancouver and New York. Osler advises many of Canada's corporate leaders, as well as U.S. and international parties with extensive interest in Canada.

Osler prides itself on attracting and maintaining some of the brightest talent in the legal arena. Our lawyers, students, management, and staff have created a unique firm culture which nurtures mentoring and the exchange of ideas. Osler is a dynamic and exciting place to further your career or carve out a new path.

Osler is currently recruiting for an Application Support Technician in our Vancouver office. Reporting to Director, Talent & Operations, the Application Support Technician is responsible for providing technical support and other assistance to internal customers in the operation, maintenance and troubleshooting of the Firm's computer systems, software and hardware. The successful candidate will work as part of a team functioning as the first point of contact for end users to report computer hardware, application software and desktop technology related inquiries and problems. They will provide computer support solutions in accordance with the Firm's troubleshooting procedures and customer service standards.

Major Responsibilities

• Receives requests for service via telephone, e-mail, Teams and in-person from end users in the Firm's Vancouver office.
• Provides 1st and 2nd level computer support to end users, troubleshooting application software issues as well as PC hardware and printer issues, LAN/WAN issues, imaging, off-site computer users, Telephone, A/V Equipment, and computer moves.
• Assists with internal and client-facing events by arranging A/V (audio-visual) support.
• Assists other team members in offices across the country in troubleshooting intermediate to complex technical issues.
• 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.
• Follows the Firm's established service standards to ensure consistent quality service is provided to internal customers.
• Logs information concerning Service Desk calls into a database 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.
• Provides 1st level guidance and problem-specific training to Firm users on the use of computer hardware, application software and desktop technology.
• Performs upgrades on equipment, software application installations and maintenance as well as hardware configuration.
• Provides home and remote computer support as well as installations for Firm users as requested.
• Abides by Firm policies including the policy on confidentiality; maintains confidentiality of all computer-based information related to the Firm, its clients, and its employees.
• Flexibility to work day and evening shifts with occasional weekends and Holiday shifts.
• Performs other duties as required.

Position Requirements
Education and Experience

• College diploma in a computer-related discipline.
• Minimum 3 years of direct experience.
• Experience providing technical/service desk support in a professional service environment.
• An equivalent combination of education, training and experience may be acceptable.

Knowledge and Skills

• Proficiency with Microsoft operating systems and MS Office Suite
• Basic knowledge of networking technology including WiFi, Citrix and VPN
• Knowledge of PC imaging and deployment procedures
• Knowledge iPhone/Android mobile devices
• Excellent verbal communication, interpersonal and customer service skills
• Advanced analytical, problem solving and troubleshooting skills
• Strong written communication skills and ability to document troubleshooting reference materials.

Compensation:
The typical hiring salary range for this position is $55,000 - $75,000 annually; the base pay offered may vary depending on job-related knowledge, skills, experience, internal and market equity.

Accessibility and Accommodation
We thank all applicants for their interest in Osler; however, only chosen applicants will be contacted. Osler is committed to fostering a diverse and inclusive work environment, and we welcome and encourage applications from people with disabilities and people with diverse backgrounds, identities, and cultures. Accommodations are available upon request for candidates in all phases of the selection process.

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.