About the role

Bilingual IT Support Analyst providing support for IT-related issues in a law firm setting. Requires fluency in English and French with 2+ years of IT experience.

Responsibilities

Answer calls and take appropriate actions to resolve support incidents.
Ensure all support requests are logged and tracked within IT’s ticketing system and meet SLA’s.
Escalate and coordinate resolution of complex requests to other IT staff and contractors as needed.
Provide timely support, analysis, and resolution for software, network, and hardware related requests.
Perform root cause analysis to resolve problems; Complete MS 365, and some system administration duties.
Orient and train staff and contactors on the effective use of computer equipment, software, and IT policies;
Support document management system, office automation software, and all other applications used within our environment;
Perform installation, maintenance, upgrades, and repairs to computers, printers, and any other peripherals as required;
Prepare and assign loaner laptops, videoconference and webinar set-up, mobile devices, etc.;
Setup of meeting room technology;
Train staff on the proper use of IT systems.
Orientate new staff on IT systems.
Create end use documentation;
Report on support trends, and issues to IT management;
Test new applications and/or change to existing applications;
Contribute to IT through sharing of ideas, best practices, and industry knowledge;
Understand IT and firm policies, and ensure they are working within them;
Other duties as required.

A degree or diploma in computer systems
2 years+ experience in an IT support role
Fluently bilingual – English and French
Problem solving skills, ability to analyze, troubleshoot, and resolve technical issues
Knowledge of the installation, configuration, and maintenance of computer Windows operating systems (server and workstation)
Understanding and experience using Azure
Knowledge of enterprise hardware and software
Knowledge of IT Service Desk processes, support SLAs
In depth knowledge of desktop, laptop, printer hardware and peripherals
Experience with endpoint management tools such as Group Policy, Intune
Understanding of IT security principles
Exceptional customer service
Excellent organization, teamwork, and problem solving skills
Strong communication skills over the phone, in person, and electronically.