IT Solutions Analyst (BB-71E16)

Found in: Neuvoo CA


Job Details


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 Vancouver 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 work onsite in the Vancouver office at all times. This role will provide support to staff remotely but the successful candidate will always work from the Vancouver office.

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.

What You’ll Do

Reporting to the Process Improvement & Incident Manager, 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 demonstrate the firm’s values and expectation at all times.

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.
  • Liaise with respective personnel to provide onsite and remote event and AV boardroom support.
  • Thoroughly document support requests using the service desk ticketing system – Service Now.
  • 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.
  • 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.
  • Travel to other offices as 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 strong communication, documentation and diplomacy skills. You also possess excellent analytical and problem-solving, organizational and interpersonal skills. You embrace evolving technology and have working knowledge in Microsoft Windows Server and Active Directory. Prior experience with supporting and troubleshooting Microsoft Windows 10, Microsoft Office Suite Products 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


    Mentorship and Support

    Training as Software Evolves

    Commensurate Compensation and Benefits Package

    Fun Work Environment

    McMillan = You

    Inclusion and diversity are essential elements of our culture at McMillan which coincides with our core values of respect, teamwork, commitment, client service and professional excellence. We are extremely proud to be one of Canada’s Top Employers for Young People four years in a row.

    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 you, and you reside in or around the Vancouver 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 Now button.

    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

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