IT Support Specialist

General Accountability
Reporting to the Director, IT, the IT Support Specialist provides advanced technical support to lawyers, legal assistants, and business professionals across the Firm. The role serves as a key escalation point for complex technical issues and provides guidance and support IT team members as required.

Working closely with the Service Delivery and Solutions Delivery teams, the IT Support Specialist contributes to major technology projects, system changes, and continuous improvement initiatives. This position requires a knowledgeable and solutions-oriented IT professional who can independently investigate complex issues, perform root cause analysis, identify trends, and recommend practical solutions that improve the reliability of IT services and the overall end-user experience.

Primary Responsibilities
Technical Support & Escalation

• Act as the primary escalation point for frontline Helpdesk and an additional point of contact for firm members requiring advanced technical support.
• Diagnose and resolve complex hardware, software, application, access, connectivity, and network-related issues through thorough troubleshooting and root cause analysis.
• Support industry-specific and niche technologies used within legal workflows and maintain current knowledge of relevant technology, applications, and industry developments.
• Triage and accurately document requests based on impact, urgency, and business requirements, ensuring issues are resolved within established service standards or appropriately escalated.
• Participate in IT on-call rotation and respond to urgent technical issues or high impact incidents outside of business hours as required.

Service Delivery & Continuous Improvement

• Monitor and analyze service desk reports, ticket volumes, incident trends, and recurring issues to identify practical opportunities for service improvements and the reduction of repeat issues.
• Contribute to incident and problem management processes and support the implementation of corrective and preventative actions.
• Identify opportunities to improve Service Delivery processes, workflows, tools, and the overall end-user support experience.
• Contribute to the development and maintenance of the IT Knowledge Base, ensuring technical knowledge, solutions and procedures are documented clearly and accurately.
• Provide technical guidance, coaching, and mentorship to frontline Helpdesk, promoting knowledge sharing to build technical capability and confidence across the Service Delivery team.

Support & Service

• Provide clear, timely, and professional technical guidance to firm members, adapting communications to the technical aptitude and needs of individuals.
• Manage competing priorities and high-pressure deadlines effectively while maintaining professionalism, sound judgment and a high standard of customer service throughout.

Training, Enablement & Technology Initiatives

• Identify educational needs, develop solutions and deliver training for firm members and IT team members on relevant systems, applications, and technology changes, and create clear instructional materials to improve knowledge and self-sufficiency.
• Participate in and, where appropriate, lead IT projects and technology initiatives, including system upgrades, migrations, implementations, and other technology changes.
• Collaborate with Solutions Delivery and Service Delivery teams to support new implementations and change initiatives through technical input, testing, deployment support, troubleshooting, documentation, readiness, and post-implementation support.

Security & Governance

• Identify and resolve or escalate potential security risks, vulnerabilities, or incidents in accordance with established procedures.
• Support the implementation and ongoing compliance of IT controls, policies, procedures and industry best practices.

Qualifications

• Bachelor’s degree or equivalent experience in IT or related field.
• 5 years progressive IT support experience, with 1-2 years in an escalation role and experience working in legal is strongly preferred.
• Experience supporting Windows-based environments and Microsoft administration including 365, Exchange, Teams, SharePoint, OneDrive, Entra ID, SQL and Active Directory.
• Experience supporting and managing AV hardware and platforms. Crestron, MS Teams and Teams rooms support experience an asset.
• Experience troubleshooting network connectivity issues, including LAN/Wi-Fi environments, WAP management, DNS, DHCP, VoIP, VPNs and firewall-related support.
• Experience working with and maintaining ticketing systems, creating and analyzing trend reports (SDP experience an asset).
• Experience supporting and using productivity applications, Microsoft 365 and Copilot, Adobe, etc.
• Familiarity with legal technology platforms – iManage, Elite, Copitrak, DivorceMate.
• Familiarity with industry leading AI platforms – Legora, Harvey AI, LexisNexis Protege, WestlawCoCounsel.
• Strong troubleshooting and incident management capabilities, with excellent communication and customer service skills.

Compensation + Benefits

The typical salary range for this position is $80,000 – $90,000 annually; the base pay offered is based on location and may vary depending on job-related knowledge, skills, experience and internal and market equity.

• Competitive salary and structured annual reviews.
• Extended health and dental coverage.
• TELUS Health EFAP.
• Generous vacation time and sick time allowance.
• Life, short and long-term disability insurance.
• Pension plan.
• Annual professional development/education allowance.
• Annual fitness allowance.

How to Apply