Service Desk Specialist (6-Month Contract)

Cassels Brock & Blackwell LLP; Toronto; On-site; CAD 60,000 - 65,000; Full time

Benefits offered by this job

Wellness program

Kitchen with healthy snacks

Business casual dress code

Job summary

Cassels Brock & Blackwell LLP in Toronto is hiring a Service Desk Specialist for a 6-month contract. You will support lawyers and staff with Windows, Office apps, and device issues, logging requests in ServiceNow and collaborating with second-level teams.

The role requires a dedicated, on-site technician able to participate in after-hours on-call rotations and contribute to IT projects and knowledge base updates.

Qualifications

• 3+ years of IT support experience in hardware, software and applications.
• College diploma in IT; strong Windows and Office skills.
• Experience with AD, Intune, VPN, Citrix XenApp and Exchange is a plus.
• Demonstrated ability to document issues and solutions clearly.

Responsibilities

• Resolve incidents via phone, email, and walk-ins in a timely manner.
• Support Windows, MS Office and related add-ins for lawyers and staff.
• Log and track tickets in ServiceNow; escalate as needed.
• Maintain hardware inventory and assist with device deployment.
• Assist with Teams/Zoom meetings and boardroom setups.
• Provide on-call IT support mornings, evenings and weekends.

Skills

Hardware troubleshooting

Software troubleshooting

Windows OS

MS Office Suite

Communication

Time management

Documentation

Education

College Diploma in IT

Tools

Active Directory

Intune

VPN

Citrix XenApp

Microsoft Exchange

Job description

Cassels Brock & Blackwell LLP is a leading national law firm serving the transaction, advocacy, and advisory needs of clients across Canada’s most dynamic industries. From offices in Toronto, Vancouver, and Calgary, our litigators act on complex commercial disputes for multinational, national, and mid-market clients. We combine rigorous advocacy with practical judgment, inventive strategy, and an unwavering focus on achieving efficient, business-minded outcomes.

Our Culture:

At Cassels, our mission is to attract, retain and promote individuals of exceptional ability and talent from as broad a range of backgrounds as possible. We offer meaningful career opportunities, invest in professional growth, and foster an inclusive environment. Our Firm’s success is built on the unique skills, perspectives, experiences and values of each individual. We encourage a corporate culture that respects and celebrates the dignity, value and diversity of all.

Role Overview:

Our Toronto office is currently recruiting for a Service Desk Specialist for a 6-month contract in our Information Technology Department, reporting to our Senior Manager, End User Services. This role requires a candidate who will be responsible for supporting the firm's lawyers and legal support employees in using the firm's technology and applications.

The successful candidate will be responsible for:

• Investigating and resolving incidents and requests reported by users via telephone, email, and walk-ins.
• Supporting and resolving issues with Windows, the MS Office suite of applications, including MS Word, Outlook, and add-ins.
• Recording, updating and resolving incidents and request tickets in Service Now.
• Documenting, escalating and following up on complex incidents with the second-level teams.
• Contributing to the departmental knowledge base.
• Working with vendors in resolving hardware/software issues.
• Promptly addressing the technical needs of the end-users.
• Assisting with web meetings such as Teams, Zoom, and other platforms. Assist meetings in boardrooms when required.
• Configuring and supporting the firm's laptops, mobile devices and other peripherals.
• Deploying, swapping, upgrading and disposing of hardware as required.
• Maintaining the hardware inventory.
• Participating in IT projects, initiatives and testing as assigned.
• Participating in testing various IT systems during network maintenance after hours and/or over the weekends.
• Other duties and responsibilities as they may be assigned.
• Being on an on-call rotation to support lawyers and legal support employees during the on-call hours in the morning, evening and on the weekends.

The successful candidate must have the following education, experience and/or demonstrated skills:

• 3 years or more experience supporting hardware, software and applications issues
• College Diploma in IT discipline and related work experience
• Extensive experience with and knowledge of Microsoft Windows, Microsoft Office Suite and IT Technologies
• Experience with various legal applications would be an asset
• Experience with remote access technology, including VPN and Citrix XenApp
• Experience with Active Directory, Microsoft Exchange administration and Intune
• Experience with troubleshooting and resolving issues with network printers and photocopiers
• Experience with configuring, troubleshooting and resolving issues with iOS mobile devices
• Ability to create technical documentation for users and IT
• Excellent organizational and time management skills to meet tight deadlines
• Professional, polished and tactful manner; works well with others in a collaborative style and is capable of working independently
• Excellent interpersonal and relationship-building skills needed to form and maintain effective working relationships with people at all levels within the firm
• Excellent customer service skills to understand the users' requirements and needs utilizing oral and written communication skills and practical listening skills.

Employment Type: Full-Time (6-Month Contract)

Salary: $60,000 - $65,000 Annually

What we offer:

• A Culture of Wellness: Cassels recognizes the importance of wellness and provides a comprehensive program that addresses the mental and physical well-being of our employees by providing resources, services, training and support on an ongoing basis.
• A fully stocked kitchen with healthy snacks, plus coffee, tea, and drinks throughout the year.
• A business casual dress code (client/day specific).

Cassels is an equal opportunity employer committed to fostering a workplace where people of all identities and lived experiences feel valued, respected, and supported. We are dedicated to removing barriers and ensuring equitable access to employment. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, 2SLGBTQIA+ communities, and individuals with intersectional identities. All qualified candidates are welcome to apply. Accommodations for disabilities, accessibility needs, or cultural practices are available throughout the recruitment process upon request. Please contact our recruiter with any questions or accommodation needs.

Cassels uses artificial intelligence to screen and assess applications for positions, including reviewing resumes and ranking, scoring or filtering candidates against job-related criteria. All results are reviewed by our Human Resources team, and all hiring decisions are made by people.

We wish to thank all applicants for their interest, however, only candidates selected for interviews will be contacted. We regret that we are unable to respond to individual inquiries about application status, unless required for accommodation purposes.