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Support Analyst, ITSM

McCarthy Tétrault
Vancouver, CAN
Full-time
Mid-Senior
Onsite
$75,000–$85,000 annually
Discovered 1 weeks ago
IT service managementIncident managementEnterprise service management softwareServiceNowITILHardware and software troubleshooting

Full Job Posting

About the employer

McCarthy Tétrault is a Canadian law firm providing legal and business services to clients in Canada and internationally.

Role overview

The Support Analyst, ITSM joins the Vancouver office team and provides technical support for hardware, software, and audio-visual systems.

The role manages IT incidents and service requests, supports onboarding and workplace technology changes, maintains IT inventory and knowledge resources, and supports conference and client-event technology.

The employer describes its work environment as hybrid.

Salary

  • The stated salary range is $75,000–$85,000 annually; the offered salary may vary with job-specific knowledge, skills, and experience.

Responsibilities

  • Manage end-user hardware and software incidents and service requests through the full lifecycle; document and track support contacts in enterprise service management software.
  • Contribute to problem management, change management, and knowledge management; maintain knowledge base articles.
  • Train end users, escalate issues to other IT teams, participate in projects, and coordinate with third-party vendors.
  • Support employee hires, departures, and moves; manage and order IT inventory and update firm-wide directories.
  • Troubleshoot, set up, test, maintain, and update audio-visual and video conferencing systems for meetings and events.
  • Coordinate AV components and rehearsals for major client events; record, edit, and distribute conference recordings; contribute input on AV designs.

Candidate qualifications

  • College diploma in Computer Systems, Systems Administration, or a related technical discipline.
  • At least 3 years of related experience; experience in a professional services environment is preferred.
  • Good analytical and problem-solving skills, including application troubleshooting.
  • Strong interpersonal and telephone skills and ability to create end-user documentation and transfer knowledge effectively.
  • Patience, flexibility, ability to manage difficult situations, and ability to adapt to weekday and weekend schedules and overtime.
  • Willingness to learn new software applications; understanding of ITIL fundamentals; experience with enterprise service management software such as ServiceNow.

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