We are BLG: Canada’s Law Firm. Our culture is one of vigilance and curiosity, Firm-wide collaboration, unfailing mutual respect and dedication. We pride ourselves on having standout talent and delivering an exceptional client experience. We are a future-minded Firm delivering high-value advice and known for our unwavering commitment to innovation, diversity and inclusion, community involvement and talent development. Learn more about us at www.blg.com. Purpose of the Role The Analyst, Technology Support (Field Support) is responsible for supporting the firm’s desktop computing environment—ensuring its continuous availability and reliability so the business can rely on IT equipment and services. In addition, the Analyst, Technology Support is expected to participate in shaping, implementing and following established best practices. Interaction with Executives, Services Groups, Service Providers, and Technical Support groups is an essential function of this role. Client service is considered of the highest priority. Key Responsibilities Technical Support (75%) Responsible for the New Hire Onboarding process. Provide hands on IT technical support to all end users. Provide back up support for connecting and configuring video conferences, presentations, video recording and event technology. Provide 1st level support for all mobile smart phones. Participate in the rollout of new technology. Manage the 2nd/3rd level support of incidents escalated by the National Help Desk (Call Support) team. Responsible for all infrastructure technologies installed, including PCs, laptops, tablets, printers and cost recovery terminals. Manage assigned incident and support request tickets. Continuously look to improve and evolve the operation of deployed IT solutions. Address escalations and complaints, involving coordination of resources to prevent recurrences and potential impact on facility operations. Decommissioning/disposal of IT equipment, when necessary Other duties as assigned by the Director, Technology Support Services. Administrative Support (15%) Enter problems into ticketing system, resolving and closing calls. Escalate and track the resolution of issues, and conduct client follow-up. Provide testing and reporting results of testing conducted on new applications and/or changes to existing applications, when required. Maintain accurate and complete up-to-date software and hardware inventory records. Special Projects (10%) Participate in the delivery of application project activities. Act as a subject matter expert (SME) with respect to assigned systems and/or functions. Research, plan and assist with special projects as assigned by the Director, Technology Support Services. Key Competencies University Degree or College Diploma in Information Technology (or equivalent work experience and/or certificates). Three or more years of experience providing Help Desk and/or Field Support in a professional services or corporate environment. Highly proficient with computers and their associated hardware and software components. Experience and working knowledge of Webex, Microsoft Teams, Zoom and GoToMeeting would be an asset. Experience using video recording equipment ; cameras, microphones and lighting would be an asset. Expertise using recent versions of Microsoft Windows, Microsoft Office Suite, Active Directory Administration, and Citrix environments. Experience and working knowledge of various mobile devices and tablets and managing them via the firms Mobile Device Management System. Experience working in an Technology Support role supporting legal specific applications within a Legal environment would be a definite asset. Excellent written and verbal communication skills. Other Requirements: Strong customer service skills and the ability to understand and deliver exceptional client service. A strong team player with excellent organizational and time-management skills. Highly developed analytical and problem solving skills along with the ability to multi-task various priorities. Ability to work independently, follow instructions with minimal supervision and take initiative. Availability to work overtime, when necessary. Availability to provide on-call after-hour support. The expected salary range for this position is $70,000 - $85,000, depending on level of experience, region/location, and other factors. BLG is committed to building a diverse workplace reflective of the communities we serve and to fostering an inclusive culture where Firm members feel valued, respected and inspired to thrive as their authentic selves. We value diversity of thought and the unique skills, perspectives and experience each individual brings to BLG. We welcome applications from all qualified candidates and encourage applicants from members of groups that have been historically underrepresented, including but not limited to First Nations, Métis and Inuit Peoples, racialized individuals, persons with disabilities, people who identify as women and/or LGBTQ2S+. We also strive to provide an accessible candidate experience. Please let us know if you need any accommodations during the recruitment process. We are BLG: Canada's Law Firm. We pride ourselves on having outstanding, talented people and delivering an exceptional client experience. We are a future-minded firm, delivering high-value advice and known for our commitment to innovation, diversity and inclusion, community involvement and talent development. Our culture is one of curiosity, firm-wide collaboration, mutual respect, dedication and continuous improvement. We look forward to hearing from you and exploring how you can contribute to our team. 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