Support Analyst

Our client is a Western Canadian firm who is looking for a dynamic Support Analyst to join their esteemed Calgary team.

As a Support Analyst, you will play a pivotal role in delivering tier-1 to tier-2 support for the Calgary office personnel, ensuring seamless resolution of all IT support requests.

In this role, you'll be the primary IT point of contact stationed in the Calgary office, backed by a supportive network of tech personnel located in Vancouver and Calgary.

If you thrive in a collaborative environment and possess a passion for providing exceptional IT support, this is the role for you!

What you’ll be doing :

Answer calls and take appropriate actions to resolve support incidents. Ensures all support requests are logged and tracked within IT’s ticketing system and meet SLA’s.

Escalate and coordinate 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 contractors on the effective use of computer equipment, software, and firm IT policies;
• Perform installation, maintenance, upgrades, and 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;
• Contribute to IT through sharing of ideas, best practices, and industry knowledge;
• Understand IT and firm policies, and ensures they are working within them;
• Other duties as required.

What you'll bring :

• A degree or diploma in computer systems;
• Minimum of 3 -5 years of relevant experience in a support role;
• Problem solving skills, ability to analyze, troubleshoot, and resolve technical issues;
• Knowledge of the installation, configuration, and maintenance of computer Windows operating systems (server and workstation);
• Understanding and experience using Azure / AWS;
• Knowledge of enterprise hardware and software;
• Knowledge of IT Service Desk processes, support SLAs;
• In depth (A+ certification) knowledge of desktop, laptop, printer hardware and peripherals;
• Experience with endpoint management tools such as Group Policy, Intune;
• Networking knowledge / skills, including enterprise wireless, switches, firewalls, and VPN;
• Knowledge of email systems and SMTP protocol Preference given to Exchange 2013+ / Online;
• Experience with VMWare’s ESX platform;
• Experience with SharePoint administration, and content creation;
• Experience with VOIP systems, Cisco Unified Communications, MS Teams Phone;
• Proficient with Microsoft Office;
• Understanding of IT security principles;
• Exceptional customer service, excellent organization, teamwork, and problem solving skills;
• Strong communication skills over the phone, in person, and electronically.

Our client offers benefits that include Extended Health benefit, Dental coverage, LTD, DI, wellbeing allowance, early finish ahead of statutory holidays and more.

Qualified candidates are asked to forward their Resume in confidence to Shona Tischner at [email protected]

At Urban Legal Recruitment we guarantee discretion and confidentiality. We thank all applicants for their interest, however, only those candidates selected for an interview will be contacted.