Service Desk Specialist

About Us:

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 Overview:

Our Toronto office is currently recruiting for a Help Desk Specialist in our Information Technology Department, reporting to Manager, IT Services. This role requires a candidate who will be responsible for supporting the firm's lawyers and legal support employees in using the firm's technology and applications.

The successful candidate will be responsible for:

• Investigating and resolving incidents and requests reported by users via telephone, email, and walk-ins.
• Supporting and resolving issues with Windows, the MS Office suite of applications, including MS Word, Outlook, and add-ins.
• Recording, updating and resolving incidents and request tickets in Service Now.
• Documenting, escalating and following up on complex incidents with the second-level teams.
• Contributing to the departmental knowledge base.
• Working with vendors in resolving hardware/software issues.
• Promptly addressing the technical needs of the end-users.
• Assisting with web meetings such as Teams, Zoom, and other platforms. Assist meetings in boardrooms when required.
• Configuring and supporting the firm's laptops, mobile devices and other peripherals.
• Deploying, swapping, upgrading and disposing of hardware as required.
• Maintaining the hardware inventory.
• Participating in IT projects, initiatives and testing as assigned.
• Participating in testing various IT systems during network maintenance after hours and/or over the weekends.
• Other duties and responsibilities as they may be assigned.
• Being on an on-call rotation to support lawyers and legal support employees during the on-call hours in the morning, evening and on the weekends.

The successful candidate must have the following education, experience and/or demonstrated skills:

• 3 years or more experience supporting hardware, software and applications issues
• College Diploma in IT discipline and related work experience
• Extensive experience with and knowledge of Microsoft Windows, Microsoft Office Suite and IT Technologies
• Experience with various legal applications would be an asset
• Experience with remote access technology, including VPN and Citrix XenApp
• Experience with Active Directory, Microsoft Exchange administration and Intune
• Experience with troubleshooting and resolving issues with network printers and photocopiers
• Experience with configuring, troubleshooting and resolving issues with iOS mobile devices
• Ability to create technical documentation for users and IT
• Excellent organizational and time management skills to meet tight deadlines
• Professional, polished and tactful manner; works well with others in a collaborative style and is capable of working independently
• Excellent interpersonal and relationship-building skills needed to form and maintain effective working relationships with people at all levels within the firm
• Excellent customer service skills to understand the users' requirements and needs utilizing oral and written communication skills and practical listening skills.

Employment Type: Permanent, Full-Time

What we offer:

• Competitive compensation + Extended Health & Dental Care.
• 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.

Cassels is an equal opportunity employer with a strong commitment to diversity, inclusion, equity and an accessible environment. It is our priority to remove barriers to provide equal access to employment. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities. All qualified candidates are encouraged to apply, and we will provide appropriate accommodation for candidates with disabilities or accessibility needs throughout the recruitment process, upon request. Please contact our recruiter for any questions, accommodations or specific requests.

We wish to thank all applicants for their interest, however, only candidates selected for interviews will be contacted. We regret that we are unable to respond to individual inquiries about application status, unless required for accommodation purposes.

Job Types: Full-time, Fixed term contract

Contract length: 18 months

Pay: From $65,000.00 per year

Benefits:

• Company events
• Dental care
• Extended health care
• On-site gym
• Vision care
• Wellness program

Application question(s):

• Are you willing to undergo a background check, in accordance with local law/regulations?
• Do you have experience with Active Directory and/or Microsoft Exchange administration?
• Do you have experience working within a law firm?

Experience:

• IT Services/Help Desk: 3 years (preferred)

Work Location: In person