Job Description

Your Next Opportunity

Would you like to be a part of Canada’s leading and progressive Business Law firm?

McMillan has an exciting opportunity as an IT Solutions Analyst in our Calgary office. As a member of the team, you will play a key role in supporting staff using the firm’s technical systems and business applications both locally and nationally. As the frontline of IT support, a strong focus on staff satisfaction and knowledge of the firm’s business applications are the keys to success.

It is important to note that this role has a requirement to always work onsite in the Calgary office.

What You’ll Do

Reporting to the Manager, Technical Service Desk, Information Technology, you, as part of the team of seven (7) will be identifying, researching, and resolving technical issues with a timely response to telephone calls, email requests and in person; as well as support and always demonstrate the firm’s values and expectations. A passion for technical support, training and coaching are important qualities to effectively resolve and respond to all Level 1 and 2 support requests submitted to the firm’s Technical Service Desk via phone, email, IM and in person.

Duties and Responsibilities:

• Provide technical assistance and support for incoming service requests related to the firm’s computer systems, hardware, software, remote access, and mobile devices.
• Monitor service desk phone and ticket management queues. Resolve and respond to all requests in a professional, confident, and courteous manner.
• Thoroughly document support requests using the service desk ticketing system – Service Now.
• Liaise with respective personnel to provide onsite support and set up Audio / Visual conferencing technology in boardrooms and to coordinate local troubleshooting as required.
• Meeting room and computer equipment moves and setup, supporting video/web conferencing platforms – Cisco Webex, MS Teams, and Zoom.
• Stay up to date with the firm’s policies, best practices, and business applications as they apply to the usage and delivery of IT services.
• Adheres to the firm’s Incident, Problem and Change Management processes escalating to manager and/or technical IT Service Owner when additional support is required.
• Supports IT Service Owners team with remote, hands-on troubleshooting and support for local IT systems and services.
• Support the delivery and adoption of the firm’s project roadmap in partnership with the EPMO.
• As the local Calgary IT resource, you are required to build and maintain relationships and to assist with office special projects and local initiatives as required.
• Participate in weekly rotating schedule for on-call support outside of regular business hours.
• Identify trends in issue reporting and collaborate to develop preventative solutions.
• Maintain the IT Knowledge Base to document problems, solutions, and workarounds.
• Other duties as assigned to support firm values of teamwork, professional excellence, commitment, client-centric service, and respect.
• Travel to other offices as required.
• Willing to work flexible hours when required.

What You Bring

• You have established yourself as a key resource in your successful information technology career.
• Your history includes an Information Technology Diploma, associate degree, or equivalent work experience in the department, coupled with a minimum of three years of experience in a technical service desk environment supporting hardware and software application with remote and extended teams.
• You have effective communication, documentation, and diplomacy skills working with a variety of senior stakeholders.
• You also possess excellent analytical, problem-solving, organizational, and interpersonal skills remaining calm in and resilient in a fast-paced deadline driven environment. Your skillset of time management is excellent along with a curiosity to learn more and take initiative.
• You embrace evolving technology and have working knowledge in Microsoft Windows Server and Active Directory.
• Prior experience with supporting and troubleshooting Microsoft Windows 11, Microsoft Office 365 tools including Outlook, Word, Excel, and PowerPoint, and mobile devices (Android, Apple) are required.
• Previous experience with Legal application support and recognized and current accreditations (e.g., CompTIA A+) would be considered assets.

McMillan Offers You

Growth

Mentorship and Support

Training as Software Evolves

Commensurate Compensation and Benefits Package

Fun Work Environment

Continuous Learning & Development

McMillan = You

At the heart of our commitment to being a first-mover on important issues, McMillan believes that equity, diversity and inclusion are catalysts for success. By embracing our differences, we create an inclusive culture that enriches our collective knowledge, broadens our perspectives, and propels us forward. We are dedicated to fostering an environment where everyone feels empowered to bring their whole selves to work, knowing it is through our individual experiences that we can all come together to truly make a positive impact in our firm, for our clients, within our communities, and beyond.

At McMillan, we know we will achieve the most success by attracting and retaining the best talent, and by representing and supporting communities from which we draw our members, the communities in which we live and work and the communities to which we provide legal services.

We are a law firm that prides itself in sustained quality and excellence in service while fostering a positive and collegial work environment which nurtures mentoring inspires enthusiasm and professional excellence. We commit to putting our best efforts forward in achieving our goals, and the goals of our clients. You can help us in that journey!

Need another reason to consider McMillan? Let’s work together to help you achieve your professional goals and career development.

Let’s get started

If this position is for you, and you reside in or around the Calgary area, we look forward to hearing from you. We like cover letters too so don’t forget to include one along with your resume when you click on the Apply Nowbutton.

McMillan is committed to providing accommodation for applicants with disabilities in its recruitment processes. If you require accommodation at any time during the recruitment process, please email us or contact us at 1.888.622.4624 to submit your accommodation request.

McMillan LLP is committed to fostering a culture of inclusion and diversity. We respect and embrace the unique backgrounds, perspectives and experiences of individuals at all levels of the firm. This enables us to provide innovative client service, contribute fully to our communities and advance our firm’s values.

At McMillan, we embrace innovation and make strategic and thoughtful use of technology, including artificial intelligence (AI). However, our recruitment process remains deeply human-centric. We do not use AI to screen resumes or select candidates. Every application is carefully reviewed by a member of our recruitment team, and hiring decisions are made through collaborative evaluation and interviews.