IT Solutions Analyst

McMillan LLP • Calgary, AB

1d • Onsite

About The Position

McMillan has an exciting opportunity as an IT Solutions Analyst in our Calgary office. As a member of the team, you will play a key role in supporting staff using the firm’s technical systems and business applications both locally and nationally. As the frontline of IT support, a strong focus on staff satisfaction and knowledge of the firm’s business applications are the keys to success. It is important to note that this role has a requirement to always work onsite in the Calgary office.

Requirements

• You have established yourself as a key resource in your successful information technology career.
• Your history includes an Information Technology Diploma, associate degree, or equivalent work experience in the department, coupled with a minimum of three years of experience in a technical service desk environment supporting hardware and software application with remote and extended teams.
• You have effective communication, documentation, and diplomacy skills working with a variety of senior stakeholders.
• You also possess excellent analytical, problem-solving, organizational, and interpersonal skills remaining calm in and resilient in a fast-paced deadline driven environment. Your skillset of time management is excellent along with a curiosity to learn more and take initiative.
• You embrace evolving technology and have working knowledge in Microsoft Windows Server and Active Directory.
• Prior experience with supporting and troubleshooting Microsoft Windows 11, Microsoft Office 365 tools including Outlook, Word, Excel, and PowerPoint, and mobile devices (Android, Apple) are required.

Nice To Haves

• Previous experience with Legal application support and recognized and current accreditations (e.g., CompTIA A+) would be considered assets.

Responsibilities

• Provide technical assistance and support for incoming service requests related to the firm’s computer systems, hardware, software, remote access, and mobile devices.
• Monitor service desk phone and ticket management queues. Resolve and respond to all requests in a professional, confident, and courteous manner.
• Thoroughly document support requests using the service desk ticketing system – Service Now.
• Liaise with respective personnel to provide onsite support and set up Audio / Visual conferencing technology in boardrooms and to coordinate local troubleshooting as required.
• Meeting room and computer equipment moves and setup, supporting video/web conferencing platforms – Cisco Webex, MS Teams, and Zoom.
• Stay up to date with the firm’s policies, best practices, and business applications as they apply to the usage and delivery of IT services.
• Adheres to the firm’s Incident, Problem and Change Management processes escalating to manager and/or technical IT Service Owner when additional support is required.
• Supports IT Service Owners team with remote, hands-on troubleshooting and support for local IT systems and services.
• Support the delivery and adoption of the firm’s project roadmap in partnership with the EPMO.
• As the local Calgary IT resource, you are required to build and maintain relationships and to assist with office special projects and local initiatives as required.
• Participate in weekly rotating schedule for on-call support outside of regular business hours.
• Identify trends in issue reporting and collaborate to develop preventative solutions.
• Maintain the IT Knowledge Base to document problems, solutions, and workarounds.
• Other duties as assigned to support firm values of teamwork, professional excellence, commitment, client-centric service, and respect.
• Travel to other offices as required.
• Willing to work flexible hours when required.

Benefits

• Commensurate Compensation and Benefits Package
• Mentorship and Support
• Training as Software Evolves
• Continuous Learning & Development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree