Intermediate IT Services Specialist

Clio•Calgary, AB

3d•Hybrid

About The Position

Clio is seeking an Intermediate IT Services Specialist with a passion for technology, an eye for detail, and extensive experience in IT support and asset management. This role is crucial to IT operations, involving the management of the entire lifecycle of support tickets, refining processes for efficiency, and leading technical best practices. The ideal candidate is a proactive problem-solver who thrives in fast-paced, dynamic environments. This is a hybrid position requiring two days a week in the Calgary hub office.

Requirements

2-5 years of hands-on experience in IT support or related roles.
Experience managing inbound tickets from submission to resolution, ensuring timely responses and thorough follow-up.
Skilled in recording troubleshooting steps and communicating solutions clearly to end users.
Ability to review IT processes and contribute ideas that help improve team efficiency and workflow.
Experience using Kandji and InTune with a foundational understanding of mobile device management (MDM) on the macOS and Windows platforms.
Experience working in IT environments with 2500+ endpoints.
Solid working knowledge of macOS, iOS, and Windows systems, with the ability to support a diverse range of user needs.
Experience with core SaaS tools like Slack, Zoom, Confluence, Microsoft Office, Adobe, 1Password, Salesforce, GSuite, and Github, and can provide basic user support and troubleshooting.
Enthusiastic about learning new technologies and staying updated on IT developments.
Strong communication skills, with the ability to explain technical concepts clearly to diverse audiences.
Exposure to managing or coordinating small to medium-sized IT projects, working to meet deadlines and project goals.
Hands-on experience with Okta or a similar single sign-on (SSO) platform, supporting identity and access management tasks.
Growth mindset when it comes to process improvement and new technologies, especially AI.

Responsibilities

Providing world-class IT support to Clio employees globally, managing inbound tickets from submission to resolution.
Documenting troubleshooting steps in detail and communicating solutions clearly to end users.
Supporting the onboarding process for new employees, managing access to systems, applications, and various technologies.
Maintaining an accurate and up-to-date hardware inventory using asset management tools, ensuring smooth asset lifecycle management.
Managing procurement and logistics for hardware and software, coordinating orders, deliveries, and repairs with vendors.
Prioritizing IT security protocols, collaborating with the team to support a zero-trust environment through tools like Okta.
Analyzing IT processes and procedures to identify and implement changes that improve efficiency for the team.
Supporting and configuring macOS, iOS, and Windows systems in an environment with 2500+ endpoints.
Developing and maintaining documentation to standardize IT processes and improve team efficiency.
Managing small to medium-sized projects, ensuring they meet timelines, deliverables, and scope.
Keeping current with technological advancements, sharing knowledge, and fostering a culture of continual learning and improvement within the team.