Help Desk Analyst

Bennett Jones; Calgary; On-site; CAD 50,000 - 70,000; Full time

Job summary

Bennett Jones, a premier business law firm in Canada, is seeking a Help Desk Analyst to provide technical support to lawyers and staff. The ideal candidate will possess strong IT skills, advanced knowledge of Microsoft Office applications, and excellent communication abilities. This position offers the opportunity to grow in a dynamic environment focused on delivering exceptional customer service.

Qualifications

• Above average communication skills and eagerness to learn.
• Minimum of 2 years technical support experience.
• Organized, self-motivated, and team-oriented.

Responsibilities

• Provide support for lawyers and staff seeking technical problem resolution.
• Advanced troubleshooting of Microsoft Office applications.
• Document security management and user management via Active Directory.

Skills

Communication

Customer Service

IT Troubleshooting

Microsoft Office Suite

Education

College Diploma or University Degree

Job description

Ranked a Best Employer in Canada for 23 years, Bennett Jones is one of Canada’s premier business law firms and home to lawyers and business advisors. With deep experience in complex transactions and litigation matters, and offices in Calgary, Edmonton, Montréal, Ottawa, Toronto, Vancouver and New York, the firm is well equipped to advise businesses and investors with Canadian ventures and connect Canadian businesses and investors with opportunities around the world. Serving clients since , we are proud to be the firm that businesses trust with their most complex legal matters.

We are currently recruiting for the following role :

Help Desk Analyst

Essential Functions :

• Provide a friendly, helpful and knowledgeable support for Lawyers and staff of Bennett Jones seeking technical problem resolution or requests
• Telephone, Ticket Queue and Walk-ins
• Log incoming requests into the ticket tracking system
• Advanced troubleshooting of all Microsoft Office Applications
• Level I and II support of non-standard applications used at the Firm
• Level III support of mobile devices and related administration software
• Provide efficient escalation of issues to the appropriate department within IT if the call is not within the scope of our expertise
• Report any trending issues to the Help Desk Team Lead to ensure prompt resolution.
• Document security management
• User management via Active Directory (i.e., membership to software groups, email distribution groups, etc.)
• MFA administration and management (i.e., Microsoft Authenticator)
• Project work as delegated by Help Desk Team Lead
• Other duties as assigned by the Help Desk Team Lead

Qualifications :

• The ideal candidate must have above average communication skills and an eagerness to learn, combined with an enthusiastic, customer service-oriented demeanor.
• College Diploma or University Degree or related work experience.
• Strong IT background with a minimum of 2 years technical support experience
• Advanced knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, etc.)
• Practical experience supporting, troubleshooting and resolving various software programs is required.
• Familiarity with any of these technologies would be an asset; (document management, mobile device management, enterprise accounting software, contact management software, remote assistance)
• An aptitude for computers, related hardware devices (such as printers) and mobile devices would be a definite asset.
• Must be organized, reliable, self-motivated, team-oriented, work well under pressure and have a true desire to learn and grow.
• Bilingual (French / English) considered an asset.