Information Services Technician

Osler Hoskin & Harcourt LLP is one of Canadas leading business law firms. Advising many of Canadas corporate leaders as well as U.S. and international parties with extensive interest in Canada our more than 1000 firm members are based in offices in Toronto Montral Ottawa Vancouver Calgary and New York.

We are currently recruiting for anInformation Services Technicianto join ourCalgary Team. The IS team is responsible for providing technical support and other assistance to internal customers in the operation maintenance and troubleshooting of the Firms 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 Firms troubleshooting procedures and customer service standards.

Note: this position requires the incumbent to participate in an On-Call rotation.

Major Responsibilities:

• Receives requests for service via telephone e-mail Teams and in person from end users in the Firms Calgary Office
• Analyzes defines and researches the end users problem identifies root cause and implements/recommends solutions to appropriately resolve issue to the end users satisfaction
• Provides appropriate escalation of support requests for expedient resolution
• Logs information concerning help desk calls into a ticketing 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 1^stlevel guidance and problem-specific training to Firm users on the use of computer hardware application software and desktop technology
• Performs installations and provides support for the Firms network components and servers
• Performs activities to support and monitor network operations including daily back-ups
• 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
• Installs configures and moves computer equipment (i.e. Desktop Surface docks printers monitors)
• Updates virus identities maintains hardware inventories and receives deliveries of computer equipment (i.e. Desktop Surface printers monitors page counts)
• Provides end user support during meetings for Zoom/Teams/WebEx Conferencing videoconferencing computers phones and audio and visual equipment
• Provides set-up of AV equipment for all boardrooms (Portable screen projector screens Camera Mics etc.) and maintains repairs and upgrades all A/V system/equipment and teleconferencing equipment
• Maintains confidentiality of all computer-based information related to the Firm its clients and its employees
• Performs other assignments as required

POSITION REQUIREMENTS

Education and Experience

• College diploma in a computer-related discipline
• Experience in a technical customer service or help desk support role
• An equivalent combination of education training and experience may be acceptable

Knowledge and Skills

• Knowledge of operating systems (Windows 10/11 Ubuntu MacOS) MS Office application software local area networks (Ethernet) protocol (TCP/IP) data cabling and other Firm application software and basic knowledge of the fundamentals of audio and visual systems
• Knowledge of IS Service Management Software like FootPrints
• Strong technical aptitude and ability to quickly learn the Firms computer and video conferencing systems Teams units and A/V equipment
• Excellent verbal communication interpersonal and customer service skills
• Ability to exercise good tact judgement and sense of urgency in situations involving legal professionals and clients
• Strong troubleshooting ability with analytical and problem-solving skills
• Strong organizational skills and ability to multi-task in a fast-paced environment
• Dependable with willingness to be flexible with work hours as required and willingness to be On-Call on rotation basis
• Physical ability to lift PCs monitors etc.

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.

If you have the required background with the ability to provide exceptional customer service and wish to work in one of Canadas leading law firms please reply in confidence with a cover letter and rsum by the closing date.

No agencies or phone calls/emails please.

Required Experience:

IC