IT Support Specialist

Miller Thomson LLP; Southwestern Ontario; On-site; CAD 50,796 - 70,550; Full time

Benefits offered by this job

Health benefits

Dental & Vision care

Flexible work options

Group retirement savings plan

TFSA

Job summary

Miller Thomson LLP is seeking an IT Support Specialist to join our team in Ontario offices. The role provides first-line technical support to lawyers and staff, handling incidents and service requests with a focus on customer service and timely resolution.

Requirements include a bachelor’s degree or equivalent IT experience and 2–5 years in IT support, with familiarity in Microsoft 365, Windows environments, and ticketing systems.

Qualifications

• 2–5 years IT support experience.
• Bachelor’s degree or equivalent in IT or related field.

Responsibilities

• First Line Technical Support: respond to service requests via phone, email and ticketing systems; troubleshoot hardware, software and access issues; resolve common IT problems or escalate when needed.
• Incident and Request Management: log, track and update tickets; prioritize issues by impact and urgency; ensure timely resolution or escalation.
• User Support and Communications: provide clear guidance to end users; maintain professional client-focused communication; follow up to ensure resolution and satisfaction; promote client-focused service culture.
• Documentation and Knowledge Sharing: document solutions and contribute to knowledge base; follow standard procedures and processes.

Skills

IT support

Customer service

Troubleshooting

Communication

Incident management

Education

Bachelor’s degree or equivalent experience in IT

Tools

Microsoft 365

Windows environments

Ticketing system

Enterprise systems

Job description

As a recognized national law firm, we support, grow, and impact our communities through our work. We help entrepreneurs, companies, and professionals shape and build the Canadian economy.

When you start a career with Miller Thomson, you join a firm that puts its people first. We provide the opportunity to influence the course of your career, community, and workplace with the support and backing of a national organization. While teamwork and collaboration are hallmarks of our culture, we accept and encourage individuality. You can expect a friendly, safe, and supportive environment where your colleagues will rally around to help you succeed.

We are seeking an IT Support Specialist to join the team in any of our Ontario Offices.

The Specialist, IT Support provides first-line technical support to lawyers, legal assistants and business professionals. This role serves as the initial point of contact for IT-related issues, ensuring timely resolution of incidents and service requests while delivering a high level of customer service.

Key Responsibilities

First Line Technical Support

• Respond to service requests via phone, email and ticketing systems.
• Troubleshoot hardware, software and access issues.
• Resolve common IT problems or escape as required.

Incident and Request Management

• Log, track and update tickets accurately.
• Prioritize issues based on impact and urgency.
• Ensure timely resolution or escalation.

User Support and Communications

• Provide clear guidance and support to end users.
• Maintain professional and client-focused communication.
• Follow up to ensure issue resolution and satisfaction.
• Promote a client-focused service culture within the team.

Documentation and Knowledge Sharing

• Document solutions and contribute to knowledge base.
• Follow standard procedures and processes.

What You’ll Bring

• Bachelor’s degree or equivalent experience in IT or related field.
• 2–5 years IT support experience.
• Strong troubleshooting and incident management capabilities.
• Strong understanding of IT service management practices.
• Experience with enterprise systems.
• Excellent communication and customer service skills.
• Experience with Microsoft 365, Windows environments and ticketing system.
• Familiarity with legal technology/platforms/software an asset.

What We Offer

We believe in the importance of a Total Compensation package, ensuring our mix of salary, benefits, and perks are competitive within the market as well as a work-life balance. We offer:

• A comprehensive Benefits package that includes Health, Dental and Vision Care, Employee Assistance Program, Life Insurance, Short Term and Long Term Disability Insurance, 3+ Weeks’ Vacation and 10 Personal Days;
• A Diverse and Inclusive Workplace;
• Flexible working options;
• Maternity Leave Top-up;
• A Firm matching Group Retirement Savings plan;
• An individual TFSA with low fund management fees and competitive investment options;
• Employee Assistance Program to support you and your family;
• A wellness spending account to foster employee well-being;
• Professional Development opportunities;
• Employee appreciation events;
• Charitable giving programs.

Compensation

We offer a market-leading total rewards package with the expected range of the annual salary to be between $50,796 - $70,550.

The final salary is influenced by the location of the incumbent and may fluctuate based on the qualifications, skills, and market considerations, ensuring alignment with internal and external pay equity standards.

Who We Are

Miller Thomson LLP is one of Canada’s fastest-growing national business law firms, with ten offices across the country. Our consistent ability to provide practical, creative and cost-effective advice, combined with an unyielding service commitment to our clients and a strong dedication to our lawyers, staff and the communities in which we practice, gives us a unique position in the Canadian legal industry.

Miller Thomson LLP is an equal-opportunity employer and is committed to equity, diversity, inclusion, and accessibility.

This is a newly created role and does not replace an existing position.

Miller Thomson will provide accommodation on request throughout the recruitment, selection and assessment process for applicants with disabilities. If you require accommodation, please inform our Talent department of the nature of the accommodation that you may require, to ensure your equal participation.