Support Analyst, ITSM

Job Description

McCarthy Tétrault is a leading Canadian law firm offering a full suite of legal and business solutions to clients in Canada and around the world. With offices in Toronto, Montréal, Québec City, Calgary and Vancouver, we provide challenging and rewarding career opportunities across the country. Recognized as one of Canada’s Top 100 Employers for eleven consecutive years and one of Canada’s Best Diversity Employers for fourteen consecutive years, our culture is guided by The McCarthy Way—our shared approach to working with clients and with each other.

The McCarthy Way is built on four core elements: Excellence, through attracting and developing top talent committed to delivering on our Client Commitment; Collaboration, through seamless, integrated teamwork; Inclusion, through eliminating barriers to belonging and success; and Innovation, through delivering maximum value by embracing leading-edge technologies and approaches. Together, these principles shape how we work, lead, and grow—every day.

We are recruiting for an Support Analyst, ITSM to join our team in our Vancouver office. The successful candidate must have a minimum of 3 years of related experience preferably in a professional services environment and will be responsible for providing technical support for hardware, software, and audiovisual systems; managing IT incidents and service requests; supporting employee onboarding and workplace technology changes; maintaining IT inventory and knowledge resources; and ensuring seamless delivery of conference, video conferencing, and client event technology services. McCarthy Tétrault employees benefit from a hybrid work environment.

Salary Range : $75,000 - $85,000 annually

The offered salary may vary based on the candidate’s job-specific knowledge, skills, and experience.

As a Support Analyst, ITSM, you will be:

• Managing end users’ hardware and software related incidents/service requests throughout their entire lifecycle (Create, Assign, Investigate, Resolve, Close) by adhering to the Incident Management process.  
• Documenting, logging and tracking all calls, e-mails, voicemails and drop-ins using an Enterprise Service Management software.
• Contributing to the Problem and Change Management processes.
• Contributing and maintaining Knowledge Base Articles by adhering to the Knowledge Management process.
• Providing one-on-one training to end users for specific hardware and software issues.
• Escalating and liaising with other IT teams to resolve incidents and service requests.
• Participating in project initiatives.
• Communicating and working with third party vendors.
• Contributing to the MT People Changes process (New Hires, Departures, Moves)
• Performing basic troubleshooting and support of all AV/VC equipment and supporting events and meetings on the conference floor.
• Manage and order IT inventory (peripherals, supplies, iPhones).
• Acting as the main IT resource for all audio-visual equipment in the firm, including (but not limited to) projectors, plasma screens, microphones, audio-codecs, video conference codecs, Video conferencing Multipoint Control Units (MCU), Crestron touch panels, Tandberg equipment, etc. 
• Ensuring a seamless delivery of all interactive communication technologies (Web presentations, Video Conferencing, Teleconferencing, presentation) to end users by setting up the boardroom as required with laptop, desktop, video conference or other requirements.  Testing the equipment to ensure it is fully functional.
• Providing suggestions and comments on current and future AV designs and implementations.
• Ensuring maintenance of audio-visual equipment preventive and deployment of updates/patches.
• Updating firm-wide directories.
• Organizing and coordinating AV components for major client events (including rehearsals).
• Being for conference recordings, editing and distribution of recordings.

As our ideal candidate, you will distinguish yourself by the following profile:

• College diploma in Computer Systems, Systems Administration, or related technical discipline;
• Minimum of 3 years of related experience preferably in a professional services environment.
• Good analytical problem solving skills; ability to troubleshoot and resolve application problems. 
• Excellent interpersonal skills and telephone manners; ability to correspond with lawyers and staff as well as create end user documentation.
• Ability to transfer knowledge in an efficient, pleasant, and effective way using a variety of techniques.
• Patience, flexibility and an ability to deal with and manage difficult situations. 
• Capacity to adapt to different work schedules (weekdays, weekends).
• Capacity to work overtime.
• Willingness to learn new software applications.
• Understanding of ITIL, and its basic fundamentals.
• Experience with Enterprise Service Management software, such as ServiceNow.

As a member of the McCarthy team, you will have access to:

• Outstanding benefits from day one, including insurance premiums paid by the Firm and wellness and technology reimbursements.
• Competitive compensation, paid overtime and generous time off, including a day off to volunteer and a day off for your birthday.
• A commitment to professional development and growth opportunities for our people at all levels, supported by a culture that fully embraces and encourages two-way feedback.
• Strong community involvement and a commitment to equity, diversity and inclusion.
• A collaborative, cohesive culture that connects lawyers and business teams through collective purpose.

How to Apply: 

External candidates are encouraged to apply online.  All Internal applicants must apply directly through our internal careers portal on Espresso. 

We thank all applicants for their interest in McCarthy Tétrault; however, only chosen applicants will be contacted. We regret that we are unable to respond to individual inquiries about application status. McCarthy Tétrault is an equal opportunity employer that fosters an inclusive, equitable, and accessible environment. Please notify us if you require accommodation at any time during the recruitment process.