IT Solutions Analyst

McMillan LLP • Toronto, ON

107d • CA$56,000 - CA$63,000 • Onsite

About The Position

McMillan has an exciting opportunity as an IT Solutions Analyst in our Toronto 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 Toronto office.

Requirements

• Information Technology Diploma, associate degree, or equivalent work experience, with a minimum of three years in a technical service desk environment supporting hardware and software applications with remote and extended teams
• Effective communication, documentation, diplomacy, and interpersonal skills with the ability to work with a variety of senior stakeholders
• Excellent analytical, problem-solving, and organizational skills with the ability to remain calm and resilient in a fast-paced, deadline-driven environment
• Excellent time management skills with a curiosity to learn, take initiative, and embrace evolving technology
• Working knowledge of Microsoft Windows Server, Active Directory, and Microsoft Windows 11
• Proficiency in Microsoft Office 365 tools (Outlook, Word, Excel, and PowerPoint) and mobile device support (Android and Apple)

Nice To Haves

• Previous experience with legal application support and current accreditations such as CompTIA A+ (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.
• 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 Toronto 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
• Training as Software Evolves
• Mentorship and Support
• Continuous Learning & Development

What This Job Offers

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