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 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 creation and maintenance of group memberships for the firm.
- Assist the Technology Learning Specialists with new-hire onboarding.
- 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.
- Assist with any software/hardware rollouts to the firm.
- Assist with moves within the office as they relate to desktop, printer or telephone relocations.
- Assist with the setup and support of Audio / Visual equipment where needed. (Projectors, Conference Phones and Video Conferencing Systems).
- Provide efficient escalation of issues to the appropriate department within IT if the ticket/call is not within the scope of our expertise.
- Ensure desktop computers image correctly and interconnect seamlessly with all systems.
- Work with Desktop Architects to ensure that desktop / laptops drivers are tested and updated accordingly.
- After Hours Support rotation.
- 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) an asset.
- 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, Desktop Technologies, and Computer Imaging.
- 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.