Career Opportunities

Hardware & Desktop Support Technician

We are currently seeking a Hardware & Desktop Support Technician to join the Information Technology team in our Toronto office on a permanent, full-time basis. Reporting to the Team Lead, End User Support, the successful candidate will be the first point of contact for providing hardware support and assist the support team when required. We are looking for someone with excellent communication skills, an exceptional customer service approach, strong organizational skills and enjoys working in a high pressure, fast-paced environment.

Primary Responsibilities

PC Technician

  • Provides ongoing hardware support and maintenance of Windows based workstations
  • First point of contact to respond to all end-user hardware related inquiries and concerns including assistance with home hardware set up such as set up for dual monitors over Citrix
  • Tracks and documents all service-related requests and incidents into the ticketing software
  • Liaises with vendors and service providers with respect to hardware related services at the firm
  • Sets up custom workspaces (internal or external of our office) as directed
  • Maintains print server
  • Asset management process, which includes keeping an updated record of the firm’s hardware, network and software assets and provide reports as necessary

Help Desk Support

  • Responds to help desk calls and provides prompt and courteous assistance to all callers
  • Updates help desk call logging software with details of all calls, classification and solutions
  • Configures Firm’s laptop set-up as per lawyer’s needs
  • Identifies any long-term solutions or ideas that can reduce re-occurring help desk calls; communicates such ideas to Team Lead, End User Support or Director, Information Technology
  • Informs the Team Lead, End User Support and the Application Specialists of all new issues that are encountered with a specific product
  • Provides non-business hours help desk support through the use of cellular phone, based on a rotating schedule determined by the Team Lead, End User Support or Director, Information Technology
  • Stays up to date with current technology trends that relate to the technology used at the Firm and maintains good working knowledge of all Firm owned application software
  • Consults with the appropriate second level support group with unresolved issues and follows through until completion
  • Participates in building a knowledge base by updating and enhancing documentation
  • Assists with setting up mobile devices with firm email account and various mobile applications
  • Troubleshooting Citrix and VPN issues

Security Mandate and Responsibilities

  • Immediately report all suspected breaches of information security to the Information Security Officer or Information Security Manager and the employee’s immediate manager/supervisor
  • Take necessary action to remediate the breach required by the ISO 27001 standard, ISMS and other Firm security policies and procedures

Skills/Knowledge/Experience Required

  • Post-secondary education in Technical Support, Information Technology, or related training preferred
  • Minimum of one (1) year of experience in an IT support role, preferably within a mid to large sized professional services environment. Law firm experience would be considered an asset
  • Previous experience and a solid understanding of PC software and hardware, including configuring, installing and troubleshooting hardware for various operating systems including Windows, iOS and Android based hardware
  • Excellent time management skills with the ability to work on multiple high-priority tasks simultaneously
  • Experience with Microsoft 10, Word, Excel, Outlook and document management systems
  • Excellent interpersonal skills and a client service focus, including strong written and verbal communication skills
  • Analytical with a problem solving ability
  • Works effectively in a team and independently
  • Willingness to work flexible hours as required, including providing rotating on-call systems support with the Systems team
  • Strong typing skills are required for entering details in call logging software

Qualified candidates are invited to email their cover letter and résumé in confidence to:

We thank you for your resume but only those chosen for an interview will be contacted. Davies Ward Phillips & Vineberg LLP is committed to providing a work environment that is diverse, inclusive and accessible to applicants and firm members with disabilities. If you require accommodation at any time during the recruitment process, please contact Robyn Hayes, or 416.367.7910.