Senior IT Endpoint Analyst, Helpdesk and User Support, Information Technology, Client and People Services

OVERVIEW

JOB PURPOSE:

The Senior IT Endpoint Analyst is responsible for taking a leading role in the research, planning, implementation, support and security of the Law Society’s IT End-user Endpoints (Endpoint) Infrastructure. The infrastructure consists of desktop and laptop computers, mobile devices, printers, the associated operating systems (OS), applications and cloud services.

QUALIFICATIONS REQUIRED:

• A university degree or college diploma in Computer Science, Math or Engineering or equivalent, coupled with relevant, ongoing education in computer infrastructure technologies.
• Completed at least one M365 Associated Certification, ITIL Foundations certificate, or other relevant certifications.
• A minimum of 7 years’ experience providing infrastructure support in a multifaceted computing environment, and knowledge of business processes and systems.

• Knowledge of current trends and developments in information systems and their practical applications

• Good understanding of the Law Society mandate and services

• Speak in a clear, articulate manner for individual and/or group situations

• Reasons through detailed vendor’s spoken and written technical information to identify and resolve problems or properly configure and integrate multiple applications, hardware and services

• Interprets and applies end user and organizational requirements to configure IT applications, services and devices within the scope of IT policy and security rules

• Understanding of user technologies, user behavior, and business practices

• Thorough understanding of personal computers and peripherals; Windows client devices operating systems, and the automated deployment and patching of these devices
• Windows application deployment and patching
• Cloud application access control, configuration, and deployment
• Microsoft 365 Administration (Exchange, Azure AD, Teams, Security, Compliance, SharePoint Online etc.)
• Android and iOS mobile device management
• Thorough understanding of local area networks and remote computing set‑ups, hardware, printers, peripherals and related enterprise applications (Microsoft Office 365, Adobe)
• PowerShell scripts and commands
  
  

KEY ACCOUNTABILITIES

Client / Customer Service Delivery

• In conjunction with the IT management and team members, provides effective, timely responses to Law Society staff systems needs and inquiries.

• Takes a lead role in the design and implementation of LSO IT end-user’s endpoint solutions to provide a consistent, seamless, and secure user experience.

• Coordinates the resolution of critical and high level customer support problems.

• Monitors customer issues and requirements and proposes solutions that includes a mix of user’s hardware, software, peripherals, and cloud services to optimize performance and utility.

• Maintains system security protocols, disaster recovery procedures, and performs day-to-day system maintenance, diagnosis, and resolution of infrastructure issues.

• Contributes to user support and capacity planning analyses and participates in the expansion of the Law Society infrastructure.

Financial Responsibility

• Works closely with Manager, Helpdesk & User Support, the IT Management and other members of the IT department to provide input into the annual capital budget.
• Participates in the RFP/RFQ process in the preparation of requirements and the evaluation of proposals.
• Evaluates on-going operational processes and recommends new processes and/or technologies to reduce operating costs while still delivering services that meet the corporate computing goals and objectives.

Research

• Identify, research and present current, emerging and innovative technologies and/or processes to improve the efficiency, reliability, and/or effectiveness of the computing environment.

Special Projects and Initiatives

• Works with Manager, Helpdesk and User Support, other team members in IT and client departments, leading and contributing to the implementation of projects.
• Leads infrastructure projects related to end user devices, MS 365 services and related applications.
• Directs members in Helpdesk and User Support team and/or contractors in the completion of project requirements.
• Monitors the performance of Law Society infrastructure technology by providing feedback and recommendations for increased efficiency and effectiveness to the Manager.

Team Membership

• Works closely with the IT team in the identification, diagnosis, isolation and resolution of customer support problems.
• Contributes to team processes, including the planning and scheduling of work, and the development of effective workflow processes.
• Maintains an up-to-date knowledge of mobile device and computer hardware, software and cloud services. Mentor and provide guidance to other IT staff and share knowledge.
• Creates IT support and end-user documentation, and help foster a culture of continuous learning. The Senior IT Endpoint Analyst may be involved in the recruitment and interviewing of potential employees.

WORKING ARRANGEMENT

The Law Society has introduced a Distributed Workforce Model to leverage flexibility and agility, and to maximize employee productivity and engagement. Work arrangements will be determined by role and departmental requirements. The working arrangement for this position has been classified as hybrid, where the employee will regularly flex their work location between home and office. The specific application of this will be communicated to applicants contacted during the recruitment process.

OUR COMMITMENT

The Law Society of Ontario is an equal opportunity employer that is committed to diversity and inclusion. We welcome applications from persons representing the diversity of our community. We are committed to creating an accessible, barrier-free and inclusive workplace and are committed to continuing compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Please make any requirement you may have for accommodation during the recruitment process known when contacted.

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