Devry Smith Frank LLP is a mid size law firm with offices in Toronto, Barrie and Whitby. We are seeking a level 1 help desk support technician to join our busy team. This position will deliver complete IT support to all three locations. This is an ideal opportunity for a candidate looking to work in a dynamic, fast-paced and growing environment.

Responsibilities:

• Providing 1st level technical support
• Experience in administering complex LAN/WAN environments, including cabling, video conferencing, VoIP and VPN.
• Strong understanding TCP/IP in LAN/WAN technologies.
• Record, track and escalate incidents via our ticketing system
• Configure and image workstations, laptops and other computing equipment as required
• Set up new user accounts and configure required hardware
• Configure/support printers, copiers, IP Phones and various other peripheral devices
• Support mobile devices
• Assist in special projects as required
• Provide exceptional service to all departments using available resources while meeting set SLA’s
• Document technical procedures for new technologies as well as update/maintain existing technical documentation
• Working with other members of the IT organization to ensure timely resolution of employee issues
• Troubleshoot and resolve software and hardware problems on behalf of employees
• Develop training materials and procedures, and/or train users in the proper use of hardware and software.
• Provide on-call, off-hours and weekend support as assigned to support the staff

Preferred Skills:

• A post-secondary education required or equivalent (IT preferred)
• Microsoft A+, Network+ considered an asset
• Work in a law firm environment considered an asset
• Hardware (desktop/laptop) troubleshooting; Microsoft Windows and Office troubleshooting
• Desktop imaging and deployment technologies
• Backup/restore end-user systems
• Mobile device management platform (MDM)
• Creating and managing User Accounts
• VPN and remote user connectivity
• Experience with virtual desktop and thin client in an enterprise multi-site environment
• Demonstrated experience enforcing standards policies and procedures
• Attention to detail and committed to a high degree of accuracy
• Possess excellent time management skills and the ability to prioritize tasks based on severity
• Ability to support end users using different methodologies (phone, in person, web)
• Understands the importance of good customer service skills
• Strong verbal and written skills, and the ability to work courteously and effectively with all end users
• Creativity and demonstrated ability working in a fast-paced environment with a high degree of change and ambiguity is critical
• Can easily make the needed connections between systems, processes, and individuals to facilitate change
• Ability to multitask and work efficiently under pressure
• A team player who builds strong relationships based on trust and integrity with strong work ethic
• Embrace continuous improvement by proposing new and/or better ways of doing things
• Egoless nature, continuous learner, passionate and determined
• Follows through consistently on work commitments
• Customer service oriented including strong communication skills
• Troubleshooting experience on Macs and Windows platforms greatly desired
• Experience supporting mobile devices

Nice to have skills:

• User Training Experience

Working Conditions:

• Usually work regular business hours, but may require evenings and weekends to complete projects or maintenance on systems
• Work in offices, manufacturing facilities, environmentally controlled server rooms
• May require travel to local or international sites, conferences and/or seminars
• Lifting items up to 40 pounds may be routinely required
• On Call Support

Please apply directly on indeed or email your resume to Yousra Sabil. Please quote “Level 1 Help Desk Support” in the e-mail subject line. We thank all applicants for their interest, however, only those selected for an interview will be contacted.

Devry Smith Frank LLP is an equal opportunity employer and is committed to creating and preserving an accessible, supportive and inclusive environment.

Job Types: Full-time, Permanent

Benefits:

• Company events
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match

Supplemental pay types:

• Bonus pay

Work Location: Hybrid remote in Toronto, ON

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