[ref. s9305501] IT Support Analyst

Job Description:

Our culture is built on professional excellence, collaboration, innovation, thought leadership and entrepreneurialism. We embrace inclusion in all its forms and we 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.

As an IT Support Analyst, you will be:

• Managing end users’ hardware and software related incidents/service requests throughout their entire lifecycle (Create, Assign, Investigate, Resolve, Close) by adhering to the Incident Management process.
• Documenting, logging and tracking all calls, e-mails, voicemails and drop-ins using an Enterprise Service Management software.
• Contributing to the Problem and Change Management processes.
• Contributing and maintaining Knowledge Base Articles by adhering to the Knowledge Management process.
• 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.
• Participating in project initiatives.
• Communicating and working with third party vendors.
• Contributing to the MT People Changes process.
• Performing basic troubleshooting and support of all AV/VC equipment and supporting events and meetings on the conference floor.
• Manage and order IT inventory.
• Acting as the main IT resource for all audio-visual equipment in the firm, including (but not limited to) projectors, plasma screens, microphones, audio-codecs, video conference codecs, Video conferencing Multipoint Control Units (MCU), Crestron touch panels, Tandberg equipment, etc.
• Ensuring a seamless delivery of all interactive communication technologies (Web presentations, Video Conferencing, Teleconferencing, presentation) to end users. Testing the equipment to ensure it is fully functional.
• Providing suggestions and comments on current and future AV designs and implementations.
• Ensuring maintenance of audio-visual equipment preventive and deployment of updates/patches.
• Updating firm-wide directories.
• Organizing and coordinating AV components for major client events (including rehearsals).
• Being for conference recordings, editing and distribution of recordings.
• Providing hands-on support for TI.
• Conducting regular walkthrough of LAN rooms.
• Meeting with vendors relating to management of server room, switch stacks or cabling.
• Providing monthly maintenance assistance as required.
• Managing inventories of spare network and telecom equipment.
• Translating simple IT communications from English to French or vice-versa.

As our ideal candidate, you will distinguish yourself by the following profile:

• College diploma in Computer Systems, Systems Administration, or related technical discipline;
• Minimum of 3 years of related experience preferably in a professional services environment.
• Good analytical problem solving skills; ability to troubleshoot and resolve application problems.
• Excellent interpersonal skills and telephone manners; ability to correspond with lawyers and staff as well as create end user documentation.
• Ability to transfer knowledge in an efficient, pleasant, and effective way using a variety of techniques.
• Patience, flexibility and an ability to deal with and manage difficult situations.
• Capacity to adapt to different work schedules (weekdays, weekends).
• Capacity to work overtime.
• Willingness to learn new software applications.
• Understanding of ITIL, and its basic fundamentals
• Experience with Enterprise Service Management software, such as ServiceNow.

As a member of the McCarthy team, you will have access to:

• 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.
• A commitment to professional development and growth opportunities for our people at all levels, supported by a culture that fully embraces and encourages two-way feedback.
• Strong community involvement and a commitment to equity, diversity and inclusion.
• A collaborative, cohesive culture that connects lawyers and business teams through collective purpose.

How to Apply:

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

Please notify us if you require accommodation at any time during the recruitment process