Information Technology Technician

at  Osler Hoskin Harcourt LLP

Osler, Hoskin & Harcourt LLP is one of Canada’s leading business law firms. Advising many of Canada’s corporate leaders, as well as U.S. and international parties with extensive interest in Canada, our more than 1,000 firm members are based in offices in Toronto, Montréal, Ottawa, Vancouver, Calgary and New York.
We are currently recruiting for an Information Technology Technician to join our Calgary Team. The IT team is responsible for providing technical support and other assistance to internal customers in the operation, maintenance and troubleshooting of the Firm’s 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 Firm’s 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 Firm’s Calgary Office
• Analyzes, defines, and researches the end user’s problem, identifies root cause, and implements/recommends solutions to appropriately resolve issue to the end user’s 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 1st level 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 Firm’s 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 IT Service Management Software like FootPrints
• Strong technical aptitude and ability to quickly learn the Firm’s 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 PC’s, monitors, etc.

We are currently working in a hybrid work arrangement, with a requirement to work partially in the office and an opportunity to work remote.

• Receives requests for service via telephone, e-mail, Teams and in person from end users in the Firm’s Calgary Office
• Analyzes, defines, and researches the end user’s problem, identifies root cause, and implements/recommends solutions to appropriately resolve issue to the end user’s 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 1st level 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 Firm’s 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 require