Technical Support Specialist - Winnipeg

at  MLT Aikins

About MLT Aikins
MLT Aikins is a full-service law firm of more than 300 lawyers and nearly 500 additional team members across the four western provinces. Named one of Canada’s best law firms by the Globe and Mail, MLT Aikins is the only law firm to have offices in Winnipeg, Regina, Saskatoon, Calgary, Edmonton and Vancouver. As one of the largest firms in Canada, we have the bench strength and geographic scope to meet the increasingly complex needs of clients.
Job Summary
Reporting to the Manager, IT Support, the successful individual will be responsible for providing intermediate level support to the end users for all applications and hardware used. The role is a combination of local and remote support for all users within six offices across Western Canada. The individual will work with a group of IT staff members located across the firm’s multiple offices and escalate issues to other IT staff as required.
The successful individual will be able to tactfully address difficult situations and perform under high-stress conditions, build effective working relationships both inside and outside the department, communicate technical information (orally and in writing) to non-technical staff, and coordinate and interact with end-users to resolve system malfunctions and usage difficulties.

QUALIFICATIONS INCLUDE:

Degree or diploma in related field of Computer Science, Information Technology or post-secondary education in a technology-related discipline combined with five to seven years’ experience in related IT Support & Network Administration
Five or more years working experience in an IT Support role
Microsoft Office 2016, Office365, Windows 10 experience required
Understanding full life cycle of incident and problem management
MS Active Directory experience
DNS, DHCP, basic understanding of Networking concepts
Networking Printer experience
Excellent communication, time management, customer service and documentation skills
Fast learner for a fast-paced, results-oriented environment
In-depth knowledge and ability to install, configure and troubleshoot Windows-based computer systems on a complex data network
Understanding of principles and operating procedures for directories, policies, permissions and user account administration
Service Desk +/Ticketing System experience, knowledge of Document Management Systems (iManage Cloud), InTune administration and previous experience in a legal environment is considered an asset
Ability to work in a dynamic environment, including effective multi-tasking, exercising objectivity, composure under stress and professionalism in parallel to ongoing daily business needs meeting required service-level agreements
Communicate technical information to non-technical users and able to understand issues presented by those who are not able explain the problem clearly
Self-manage and work within a team-oriented, collaborative environment
Brings energy and focus to their work consistently
Proven analytical and problem-solving abilities
Follow instructions with minimum supervision
A client-focused approach and commitment to providing exceptional service to internal and external clients
The candidate filling this position must have a strong written and verbal command of the English language
Understanding of ITIL principles considered an asset

REQUIREMENTS:

8:30 a.m. - 5 p.m. based on Winnipeg CST
Regular on-call rotation. Other after-hours work may be required, as assigned
Heavy lifting may be required up to 50 lbs.

Providing Level II support for 800+ users across multiple offices
Providing on-site network/system assistance when requested by the System Administration department
Recording, tracking and documenting the Service Desk request problem-solving process, including all successful and unsuccessful decisions made, as well as actions taken through to final resolution or escalation to other team members if required
Performing post-resolution follow-ups to help requests
Ensuring that all customer details are logged and tracked in the corporate ticketing system
Imaging and deploying laptops
Administering mobile devices for users, including setup and troubleshooting for corporate email access
Documenting procedures for routine tasks and updating existing documentation
Testing software and following developed procedures for deployments with IT team
Monitoring systems for acceptable performance and user accessibility
Troubleshooting and resolving mid-level system hardware, software and communication problems that may require adjustments to configurations
Administering Active Directory/Entra, user accounts, machine accounts, etc.
Maintaining a high-quality customer service approach when dealing with users via phone and deskside to resolve issues in a timely fashion
Assisting with moves/replacements/changes of stations and network users
Setting up and maintaining local desktop hardware
Microsoft SCCM knowledge for administration and configuration of assets as needed
Contributing to team-based project work as required
Other duties as required to assist the IT team as directed by management