IT - Service Desk Agent

Aird & Berlis LLP is looking for a Service Desk Agent working within the Information Technology Department and reporting to the Manager, Support Services. The Service Desk Agent is the first point of contact for end users reporting incidents, requests, questions and issues related to computing tools, telecommunications, networks and in-house applications.

The hours of work are 11:00am to 7:00pm. This is a good position for you if you are a self-starter with an excellent customer service mindset and a professional attitude.

The Service Desk Agent will be required to assist with all facets of the Service Desk. Responsibilities include but are not limited to:

• Deliver support to users in the resolution of computer and application problems by responding to request in a timely, methodical and accurate manner
• Research, resolve and respond to user issues via the phone, desk visits or by connecting remotely
• Communicate information to users in a clear, easy to understand manner, exercising patience and respect to all
• Support the Firms’ standard suite of software which includes but is not limited to: Microsoft Office 365 Suite (Outlook, Word, Excel, Power Point, Teams), i Manage, Aderant, Workshare Compare, Litera Numbering, Metadact, Adobe, etc
• Provide first level technical support to users including:
• - Internet related configuration and troubleshooting
• Configure, maintain and troubleshoot application software, desktop operating systems, PC’s and associated peripherals
• Install and configure laptops and maintain up-to-date images for various hardware platforms
• Diagnose PC hardware and software issues
• Basic network troubleshooting
• New Hire setup and Departures
• Determine when to escalate calls to Lead Service Desk Specialist without jeopardizing overall resolution timeline
• Proactively ensure that users are being kept informed. Follow up with users about outstanding issues, problems, escalations and provide updates on resolution or changes in timelines
• Research software manufactures and online resources to find solutions
• Maintain an up-to-date listing of all computer inventory located within the firm
• Contact vendors for service and hardware replacements
• The Service Desk Team also assists with new equipment and software rollouts and will often be enlisted for other projects as required
• Utilization of the firm’s Services Desk System, Service Now, to record, monitor and update issues while building the knowledge base
• Assist with the setup and configuration of mobile devices
• Assist external Clients on-site with Technology requirements
• Manage the setup of audio and visual equipment for Boardrooms
• Please note that this role is fully in the office 5 days a week
• Although the individual will be assigned a regular shift, there will be the need to alternate shifts to accommodate vacation requirements and other absenteeism.
• Produce the highest quality of work
• Accountable for all work assigned
• Take initiative
• Confidential

Requirements:

• Successful completion of a post-secondary education in Information Technology is required.
• Minimum of 4 years experience in a Help Desk or Service Desk role
• Thorough comfort and knowledge of the Microsoft Windows 10/11 platform is essential
• Working as part of a team, candidates for this position are required to be excellent communicators with fundamental problem solving and analytical skills.
• Detail oriented and well organized, and have a very strong commitment to client service
• Previous experience working within a legal/professional services environment preferred
• Handle time pressure situations and stress of multiple demands

Skills:

• Ability to problem solve
• Good judgement and decision making
• Strong interpersonal skills
• Organized
• Resourceful
• Detailed

Why You Should Apply:

• Opportunities for growth and on the job training and development
• Competitive compensation and benefits package
• We pride ourselves on being a mid-sized firm with a family feel
• Active involvement in our community with opportunities to volunteer
• Mentor program
• Wellness programs

We will review applications as they are received and all applications will be kept on file. Only those candidates selected for an interview will be contacted. Aird & Berlis LLP is committed to providing equal access to employment. If you require accommodation, please contact ckelly@airdberlis.com and we will work with you to provide accessibility support.