Support Analyst - Jobs in Vancouver, BC

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!Reporting to the IT Manager the Support Analyst's role is to provide exceptional customer service and technical support to the firm. This position provides tier-1 support, responding to, resolving, and escalating 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:Monitoring, replying to, and resolving requests to IT Support. Providing technical support for firm hardware and software. Ensures all support requests are logged and tracked within IT Support software. Escalates requests to other IT staff when required.Research and remedy end user support issues. Provides timely support, analysis, and resolution for software, network, and hardware related requests. Perform root cause analysis on issues that are significant, or re-occurring with regular frequency.Conducting follow-up interviews with users to ensure that the issue is resolved to the user’s satisfaction.Sets up user accounts, and end user hardware / software. Adds / removes / updates user account information as necessary.Preparation and assignment of loaner laptops, video-conference and webinar set-up, mobile devices, etc.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 requiredEducation and Experience Required:The ideal candidate will have:A degree or diploma in computer systemsKnowledge Required:Thorough knowledge of Windows operating systems (desktop and server)In depth (A+ certification) knowledge of desktop, laptop, printer hardware and peripheralsExperience with imaging platforms, such as WDS / MDTCCNA level networking knowledge/skills, including enterprise wireless systems.Experience with O365, including Exchange, Teams, AAD.Experience with VMWare’s ESX platformExperience supporting Active sync mobility solutionsExperience with SharePoint administration, and content creation.Experience with VOIP systems, preferably Cisco Unified CommunicationsFunctional knowledge of Microsoft OfficeUnderstanding of IT security principles.Assets:Valid drivers license, and vehicleUnderstanding and experience using Azure.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 dayopportunities to participate in a variety of health & wellness related activities and programsa 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; andan 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.While we thank all applicants, only those selected for interviews will be contacted. No phone calls please. To submit your application, please do so by visiting this link: https://wtca.bamboohr.com/jobs/view.phpid=76