Support Analyst - Jobs in Calgary, AB

Job Description

Whitelaw Twining is a leading Western Canadian regional law firm with a focus on litigation and with offices in Vancouver and Calgary providing a full-range of legal expertise. We are an innovative, passionate team and we’ve been raising the bar for litigation for over 40 years. Founded in Vancouver in 1979, Whitelaw Twining started as a small, boutique firm with the goal of providing superior client service while promoting a professional, supportive and engaging environment to our team members. Since the beginning, we’ve pushed beyond standard litigation to find progressive, creative solutions for our clients. We build long-term relationships with local, national and international clients, supporting them so their businesses can prosper.Our firm strives to maintain the positive aspects of a small firm environment that encourages team and social interaction between staff and lawyers. We believe that our staff work best in a collegial atmosphere where they are empowered to build their careers and make a positive contribution to our work environment.Join us at WT!We are currently seeking a Support Analyst to join our Calgary team. Reporting to the IT Manager the Support Analysts role is to provide exceptional customer service and technical support to the firm. This position provides tier-1 support, responding to, resolving, and escalating all IT support requests. The successful candidate should be highly motivated, and possess excellent organization, teamwork, and problem solving skills. They need to be excellent at communicating over the phone, in person, and electronically. In addition they should have a passion for technology, and solving problems with technical solutions. This position will work out of our Vancouver office, and requires occasional after hours and weekend work. Occasional travel to other office locations is required.Responsibilities:

• Answers calls, and takes appropriate actions to resolve support incidents. Ensures all support requests are logged and tracked within IT’s ticketing system, and meet SLA’s. Escalates and coordinates resolution of complex requests to other IT staff and contractors as needed.
• Provides timely support, analysis, and resolution for software, network, and hardware related requests. Perform root cause analysis to resolve problems.
• Orient and train staff and contactors on the effective use of computer equipment, software, and WT IT policies
• Perform installation, maintenance, upgrades, and minor repairs to computers, printers, and any other peripherals as required.
• Sets up user accounts, and end user hardware / software. Adds / removes / updates user account information as necessary. Ensures system security is maintained, when performing duties.
• Preparation and assignment of loaner laptops, videoconference and webinar set-up, mobile devices, etc.
• Setup of meeting room technology
• Supporting document management system, and office automation software.
• Train staff on the proper use of IT systems. Orientate new staff on IT systems. Create end use documentation.
• Report on support trends, and issues to IT management.
• Testing new applications and/or changes to existing applications.
• Act as the ‘backup’ for Litigation Support staff, and provide software assistance when required.
• Contributes to IT through sharing of ideas, best practices, and industry knowledge.
• Understands IT and firm policies, and ensures they are working within them.
• Other duties as required

Qualifications:

• A degree or diploma in computer systems
• 1 year of relevant experience
• Knowledge of the installation, configuration, and maintenance of computer Windows operating systems.
• Knowledge of enterprise hardware and software.
• Knowledge of IT Service Desk processes
• In depth (A+ certification) knowledge of desktop, laptop, printer hardware and peripherals
• Experience with imaging platforms, such as WDS / MDT
• Networking knowledge/skills, including enterprise wireless systems.
• Knowledge of email systems and SMTP protocol – Preference given to Exchange 2013+ / Online
• Experience with VMWare’s ESX platform
• Experience supporting Active sync mobility solutions
• Experience with SharePoint administration, and content creation.
• Experience with VOIP systems, preferably Cisco Unified Communications

Assets:

• Valid drivers license, and vehicle
• Understanding and experience using Azure / AWS.

Benefits & Perks:We offer a comprehensive salary and benefits package that is very competitive, together with opportunities for personal and professional growth. Our benefits include:

• annual firm closure for mental health day
• opportunities to participate in a variety of health & wellness related activities and programs
• a wellness allowance for fitness expenses;
• an annual education/tuition allowance;
• flexible health and dental coverage;
• long term disability insurance;
• personal days to help balance outside commitments;
• early departure on the Friday before long weekends;
• employee assistance program;
• monetary incentive for employee referrals;
• ongoing staff appreciation events;
• flexible work arrangement options;
• casual day every Friday; and
• an outgoing firm culture that provides lots of social opportunities to connect with your co-workers.

Diversity & Inclusivity:Whitelaw Twining recognizes that respect for the dignity and worth of everyone who works at the Firm is the foundation of harmonious and productive working relationships. We commit to providing a professional atmosphere which promotes equal opportunities and prohibits discriminatory practices. All prospective, current, and former employees will be treated fairly and equally regardless of race, age, colour, gender, ancestry, place of origin, political belief, religion, marital status, family status, physical or mental ability, or sexual orientation.Background and Reference Checks:Offers of employment may be conditional upon reference checks, criminal record checks, and educational verification.While we thank all applicants, only those selected for interviews will be contacted. No phone calls please. Please submit your resume and cover letter to: https://wtca.bamboohr.com/careers/128Quick Apply

• Terms & Conditions
• New Privacy
• Privacy Center
• Accessibility

For Job Seekers

• Browse Jobs
• Advanced Job Search
• Emplois Quebec

For Employers

• Post a Job
• SimplyHired OnDemand

Stay Connected