IT - Service Desk Agent

Aird & Berlis LLP; Ontario; On-site; CAD 50,000 - 70,000; Full time

Job summary

A prominent law firm is seeking an experienced IT - Service Desk Agent to provide first-level technical support and resolve user issues in a busy office environment. The ideal candidate will have over 4 years of experience in a similar role, with strong communication skills and attention to detail. This position offers competitive salary and growth opportunities in a collaborative firm culture.

Benefits

Opportunities for growth and training

Competitive salary and benefits

Community involvement and volunteer opportunities

Qualifications

• 4+ years of Help Desk or Service Desk experience.
• Strong knowledge of troubleshooting computer and application problems.
• Experience in legal or professional services is preferred.

Responsibilities

• Resolve computer and application issues for users.
• Provide first-level technical support and maintain computer inventory.
• Support mobile device setups and audio-visual equipment management.

Skills

Problem-solving ability

Excellent communication

Strong interpersonal skills

Attention to detail

Education

Post-secondary education in Information Technology

Tools

ServiceNow

Windows 10/11

Microsoft Office 365

Job description

Join to apply for the IT - Service Desk Agent role at Aird & Berlis LLP

Who We Are

Aird & Berlis LLP is a prominent Canadian business law firm located in Toronto’s and Vancouver’s financial districts. With over 250 lawyers, business advisors, and patent agents, we serve clients across Canada and globally.

What We Believe In

The firm is committed to ensuring that all members of the Aird & Berlis LLP community feel valued, respected, and supported. We are a diverse group who care about each other, our work, and client service. We foster a professional, supportive environment so you can focus on client service, your career, and your life.

What We Are Looking For

Aird & Berlis LLP seeks a Service Desk Agent in the Information Technology Department, reporting to the Support Services Manager. The role involves being the first point of contact for end users reporting incidents, requests, or issues related to computing tools, telecommunications, networks, and applications.

This is an in-office position, Monday to Friday, from 12:00 pm to 8:00 pm. Ideal candidates are self-starters with excellent customer service skills and professionalism.

Responsibilities

• Support users by resolving computer and application problems promptly and accurately.
• Respond to issues via phone, desk visits, or remote connections.
• Communicate clearly and respectfully with users.
• Support software including Microsoft Office 365, iManage, Aderant, Litera, Adobe, etc.
• Provide first-level technical support: troubleshooting internet, configuring and maintaining hardware and software, installing laptops, diagnosing hardware/software issues, basic network troubleshooting, and managing new hire setups.
• Escalate issues appropriately without jeopardizing resolution timelines.
• Keep users informed and follow up on issues.
• Research solutions using manufacturer and online resources.
• Maintain computer inventory records and liaise with vendors for replacements.
• Assist with equipment and software rollouts and other projects.
• Use ServiceNow to record and monitor issues, building a knowledge base.
• Support mobile device setup and external client site visits.
• Manage audio-visual equipment for meetings.
• This role is fully in-office, with shift adjustments as needed for coverage.

Requirements

• Post-secondary education in Information Technology.
• At least 4 years of Help Desk or Service Desk experience.
• Strong knowledge of Windows 10/11.
• Excellent communication, problem-solving, and analytical skills.
• Detail-oriented, organized, and committed to client service.
• Experience in legal or professional services is preferred.

Skills

• Problem-solving ability.
• Good judgment and decision-making.
• Strong interpersonal skills.
• Organization and resourcefulness.
• Attention to detail and high-quality work.
• Accountability and initiative.
• Discretion and confidentiality.

Why You Should Apply

• Opportunities for growth and training.
• Competitive salary and benefits.
• Family-oriented, mid-sized firm culture.
• Community involvement and volunteer opportunities.
• Mentorship and wellness programs.

Employment is conditional upon a criminal background check. We review applications promptly; only shortlisted candidates will be contacted. Aird & Berlis LLP is an equal opportunity employer. For accommodations, contact [e-mail].