Deskside Technician

Gowling WLG International; Calgary; Hybrid; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Health coverage

Hybrid work

25+ vacation days

Retirement plan with employer match

Wellness programs

Job summary

Gowling WLG in Calgary is seeking an Information Technology Support Specialist to provide telephone, email, remote, and on-site support for all applications and hardware used by the Firm.

Reporting to the IT Manager, you will document requests, prioritize issues, and coordinate with teams to ensure timely resolutions while maintaining secure and reliable systems.

Qualifications

• College diploma in Computer Science or equivalent industry experience.
• Two years directly related experience is required.
• Strong interpersonal, communication, and teamwork skills.
• End user focus with professional and courteous service.
• Ability to work independently and in a team under deadlines.

Responsibilities

• Provide telephone, email, remote, and on-site support for all apps and hardware.
• Document requests by logging them in the Firm’s tracking system.
• Assess and resolve requests based on urgency and available staff.
• Troubleshoot hardware and software problems and coordinate repairs.
• Monitor and follow up on calls and support tasks with IT Manager.

Skills

End user support

Teamwork

Communication

Prioritization

Education

College diploma in Computer Science

Tools

Microsoft Windows

Microsoft Office Suite

iManage

MacPac/Forte

Nuance/Kofax Power PDF

SQL

Mobile device management

Job description

At Gowling WLG, our dedication to excellence and quality service begins with our people. As a global law firm with offices across Canada, the U.K., Europe, the Middle East and Asia, we pride ourselves on sourcing and retaining top talent who bring energy, passion and commitment to the delivery of outstanding client service.

Employee satisfaction is important to us. We work hard to ensure that our people are motivated, engaged and empowered. We are guided by our firm’s Core Values - The Power of Teamwork, Always Striving to be Better, We all Bring Something Different - in all that we do.

Diversity, equity, and inclusion are an integral part of our firm’s core values. We are always striving to build a more equitable, engaging and rewarding workplace by attracting and retaining talented people from a diverse range of backgrounds, cultures and experiences. Our aim is to help everyone reach their full potential and achieve their personal and professional goals.

Our diverse group of legal professionals, law students, law clerks, paralegals, legal administrative assistants and business services team work together, and are respected and valued for their individual contributions.

PROFILE

Reporting to the Information Technology Manager and Technical Coordinator, the successful candidate will be responsible for application and hardware systems support, ensuring that requests for support are handled or assigned in a timely and effective manner. Although this position receives direction and guidance, the successful candidate will be proactive and independent in their work, ensuring appropriate follow thorough on IT requests.

RESPONSIBILITIES

• Providing telephone, email, remote, and on-site support for all applications, proprietary programs, and computer equipment used by the Firm;
• Documenting all requests by logging them in the Firm’s tracking system;
• Assessing and resolving all requests for support based on urgency, type of problem and available support staff;
• Applying all available problem-solving techniques at your disposal to resolve issues prior to assigning them to an appropriate team member;
• Monitoring and following up on calls assigned to others, as instructed by the Information Technology Manager;
• Troubleshooting and diagnosing hardware and software problems on systems and arranging for external service calls or repairs as appropriate;
• Maintain, assign and log temporary equipment. Review equipment that has been returned and reformatting as appropriate, installing new software as required for the next user;
• Regularly, as required and along with other members of the Information Services team, participate in technical workstation support and systems implementations and rollouts;
• Setup and monitor network printing, software, and communications services;
• Other duties as assigned.

QUALIFICATIONS

• College diploma in Computer Science or equivalent industry experience;
• Two years directly related experience is required;
• Strong interpersonal, communication, and teamwork skills;
• Strong commitment to taking care of end user needs in a professional and courteous manner;
• Demonstrated ability to work well independently and in a team environment;
• Demonstrated ability to prioritize and organize workflow ensuring excellent service to firm members and our clients;
• Ability to work with strict deadlines and multiple priorities;
• Solid background in the use and support of standard business applications. Experience specifically with
• Microsoft Windows and the Microsoft Office Suite is required. Experience with iManage, MacPac/Forte, Nuance/Kofax Power PDF, Adobe and SQL would be an asset;
• Experience setting up and managing mobile devices (iOS, Android, Blackberry) would be an asset.

BENEFITS/PERKS

Gowling WLG’s total rewards program is designed to foster a culture where high performance and personal well-being go hand-in-hand. We support your career and life with:

• 100% employer-paid health, dental, and mental health coverage, plus an annual lifestyle spending allowance
• Benefits coverage for Firm members and their dependents from day one!
• 15+ vacation days and hybrid work flexibility
• Parental leave top-up for 26 weeks (after 12 months of full-time employment)
• Group Retirement Savings Plan with employer match
• Financial protection through short & long-term disability, life, accident & critical illness insurance
• Employee & Family Assistance Program, guided CBT, and an internal network of 120+ trained Mental Health First Aid responders
• Recognition awards, appreciation events, and a supportive, collaborative work culture
• Perks and preferred pricing programs, referral bonuses and more

Gowling WLG is dedicated to building a diverse and inclusive workplace. If you are in need of accommodation or support at any time during the recruitment process, please let us know.

While we appreciate all applications received, only those candidates selected for an interview will be contacted.