IT Support Specialist

Miller Thomson•Vancouver, BC

10d•CA$50,796 - CA$70,550•Hybrid

About The Position

The Specialist, IT Support provides first-line technical support to lawyers, legal assistants and business professionals. This role serves as the initial point of contact for IT-related issues, ensuring timely resolution of incidents and service requests while delivering a high level of customer service.

Requirements

Bachelor’s degree or equivalent experience in IT or related field.
2–5 years IT support experience.
Strong troubleshooting and incident management capabilities.
Strong understanding of IT service management practices.
Experience with enterprise systems.
Excellent communication and customer service skills.
Experience with Microsoft 365, Windows environments and ticketing system.

Nice To Haves

Familiarity with legal technology/platforms/software an asset.

Responsibilities

Respond to service requests via phone, email and ticketing systems.
Troubleshoot hardware, software and access issues.
Resolve common IT problems or escalate as required.
Log, track and update tickets accurately.
Prioritize issues based on impact and urgency.
Ensure timely resolution or escalation.
Provide clear guidance and support to end users.
Maintain professional and client-focused communication.
Follow up to ensure issue resolution and satisfaction.
Promote a client-focused service culture within the team.
Document solutions and contribute to knowledge base.
Follow standard procedures and processes.

Benefits

Health, Dental and Vision Care
Employee Assistance Program
Life Insurance
Short Term and Long Term Disability Insurance
3+ Weeks’ Vacation
10 Personal Days
Diverse and Inclusive Workplace
Flexible working options
Maternity Leave Top-up
Firm matching Group Retirement Savings plan
An individual TFSA with low fund management fees and competitive investment options
Employee Assistance Program to support you and your family
A wellness spending account to foster employee well-being
Professional Development opportunities
Employee appreciation events
Charitable giving programs