Deskside Technician

Gowling WLG is an international law firm committed to excellence through its people. They are seeking a Deskside Technician responsible for providing in-person application and hardware systems support for the Toronto office, ensuring timely and effective handling of support requests.

Responsibilities

• Provides on-site support for all applications, proprietary programs, and computer equipment used by the Firm (by telephone, email and in person)
• Responds to all requests/escalations in an appropriate and courteous manner
• Accurately documents all requests by logging them in the Firm’s ticketing system
• Assesses and resolves all requests for support based on urgency, type of problem and available support staff
• Applies problem-solving skills and techniques to resolve issues prior to escalating them to the appropriate group
• Provide general support as required by the Technical Support Supervisor
• Troubleshoots and diagnoses hardware and software problems on systems and arranges for external service calls or repairs as required
• Maintains, assigns and logs loaner equipment. Reviews returned equipment and cleans files or programs as appropriate, and installs new software as required
• Along with other members of the Information Technology team, participates in technical workstation support and system implementations and rollouts

Skills

• 1-2 years directly related technical experience, preferably in a Help Desk or Service Desk environment
• College degree in Computer Science or equivalent
• Ability to communicate effectively with other Firm members, with the aptitude to take care of client's needs in a professional and courteous manner
• Capacity to work independently, as well as in a team environment
• Produce a high quality and quantity of work product, occasionally under tight timelines
• Able to prioritize and to redefine priorities when necessary
• Solid background in the use and support of standard business applications. Experience specifically with word processing, spreadsheet, presentation, email, and database products
• Knowledge of Microsoft Windows, documents management systems, system management servers and networking an asset
• Ability to lift large objects (printers and other hardware) of up to 50lbs

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