Description:
Service Desk Technician
Essential Functions
- Deliver exceptional, proactive, and knowledgeable technical support to Bennett Jones lawyers and staff, ensuring prompt and effective resolution of issues and requests while consistently upholding the highest standards of service delivery.
- Level I and II support of core applications used at the Firm.
- Mobile device management includes Outlook, MFA, and BYOD setups.
- Log incoming requests into the ticket tracking system and ensure they remain up to date.
- Assist with user account modification and maintenance of group memberships for the firm.
- Document security management.
- Provide efficient escalation of issues to the appropriate department within IT if the call is not within the scope of our expertise.
- Update Service Desk Manager of any outstanding or trending issues.
- Remote support / trouble shooting Desktops and laptops to ensure smooth functionality.
- Other duties as assigned.
Qualifications
- At least 2 years of Technical Support experience
- College Diploma or University Degree in information technology or related work experience
- Knowledge of desktop productivity software, including PDF tools, document management systems; advanced knowledge of Microsoft Office Suite (Word, Outlook, PowerPoint, and Excel) assets.
- Exceptional communication and interpersonal skills.
- Ability to quickly learn new applications and technologies.
- Advanced Desktop troubleshooting skills within the Microsoft Windows Environment.
- Knowledge of Microsoft Active Directory.
- Knowledge of Network and Desktop Technologies.
- Proficient with common software features, configuration, and installation.
- Focus on providing excellence in client service within and outside of the department.
- Ability to work in a fast-paced environment and respond to changing priorities.
- Organized, detail-oriented, self-motivated, and able to work independently.
- Flexible, open-minded, and collaborative when working with colleagues and Firm personnel; positive attitude.
- Exceptional communication skills.
- Previous experience in a legal environment would be considered an asset.