IT Support Analyst

McCarthy Tetrault; Vancouver; Hybrid; CAD 53,000 - 80,000; Full time

Job summary

A leading company in Canada is seeking an IT Support Analyst to provide technical support and training to end users. The ideal candidate will have a college diploma in a technical discipline and 3-5 years of experience. This role offers a hybrid work environment and outstanding benefits from day one, including paid overtime and generous time off.

Benefits

Insurance premiums paid by the firm

Wellness reimbursements

Technology reimbursements

Paid overtime

Generous time off

Day off to volunteer

Day off for your birthday

Professional development support

Strong community involvement

Commitment to equity and inclusion

Qualifications

• 3-5 years related experience in a professional services environment.
• Experience with Office 365 / Azure AD administration.

Responsibilities

• Provide technical support via calls, emails, and in-person.
• Document and track all support requests using management software.
• Assist IT colleagues on special projects.

Skills

Bilingualism

Analytical Skills

Problem Solving

Interpersonal Skills

Client-Service Focus

Education

College diploma in Computer Systems

Tools

Office 365

Azure AD

Job description

Job Description: IT Support Analyst

At McCarthy Tétrault, we offer challenging and rewarding career opportunities and are delighted to have been selected for the eleventh consecutive year in 2023 as one of Canada's Top 100 Employers and one of Canada's Best Diversity Employers. Our culture is built on professional excellence, collaboration, innovation, thought leadership, and entrepreneurialism. We embrace inclusion in all its forms and provide the tools and opportunities to help our people develop to their full potential.

This position can be based out of Montreal, Toronto, Vancouver, or Calgary. McCarthy Tétrault employees benefit from a hybrid work environment.

Salary Range (Vancouver Only): $53,290 - $79,934 annually. The offered salary may vary based on the candidate's job-specific knowledge, skills, and experience.

Responsibilities:

• Responding to telephone calls, emails, voicemails, and drop-ins for technical support, including identifying, researching, documenting, troubleshooting, and resolving technical problems in a timely manner.
• Providing one-on-one training to end users for specific hardware and software issues.
• Escalating and liaising with other IT teams to resolve incidents and service requests.
• Assisting IT colleagues on special projects.
• Documenting, logging, and tracking all calls, emails, voicemails, and drop-ins using an Enterprise Service Management software.
• Providing onsite support to colleagues based in our Montreal office.

Ideal Candidate Profile:

• College diploma in Computer Systems, Systems Administration, or related technical discipline.
• Minimum of 3-5 years of related experience, preferably in a professional services environment.
• Office 365 / Azure AD administration experience or working knowledge; certifications related are an asset.
• Bilingualism (French / English) is an asset.
• Strong analytical and problem-solving skills; ability to troubleshoot and resolve application problems.
• Excellent interpersonal skills and telephone manner; strong client-service focus; ability to create end-user documentation.
• Patience, flexibility, and ability to manage difficult situations.
• Effective knowledge transfer using various techniques.
• Curiosity about technology and willingness to understand how it works to enable better business outcomes.
• Energetic, proactive, and positive approach.
• Outstanding organizational and time management skills, with the ability to prioritize multiple tasks and deadlines.
• Discretion and confidentiality at all times.
• Ability to work independently with minimal supervision.

Benefits:

• Outstanding benefits from day one, including insurance premiums paid by the firm and wellness and technology reimbursements.
• Competitive compensation, paid overtime, and generous time off, including a day off to volunteer and a day off for your birthday.
• Commitment to professional development and growth supported by a culture of feedback.
• Strong community involvement and a commitment to equity, diversity, and inclusion.
• A collaborative culture connecting lawyers and business teams through collective purpose.

Application Process:

External candidates are encouraged to apply online. Internal applicants must apply through our internal careers portal on Espresso.

We thank all applicants for their interest; only selected candidates will be contacted. We are an equal opportunity employer committed to an inclusive environment. Please notify us if you require accommodation during the recruitment process.