Service Desk Analyst - Toronto, Canada - Legal Aid Ontario

Legal Aid Ontario

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Company Bio
Legal Aid Ontario employees are committed to making a difference in the lives of our clients.

As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job.

It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law.

If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below.

Primary function

Home Location:
Provincial Office - Toronto

Secondary/Other Location:
Not applicable

Reports to:
Manager, IT Service Desk

Key accountabilities

Accepts all incidents and requests from end users
Support incident requests for all workstation environments, such as MS Office, File system, Active Directory, Exchange, SharePoint and Citrix
Support all network printers, troubleshoot installation and configuration issues, configure new network printers, place service calls where applicable
Support all Hardware, Software, networking, and phone incident requests
Troubleshoot and diagnose computer issues, install new images, place service calls with Vendor/Service Provider where applicable
Escalate unresolved issues to IT Operations and Application teams, along with other LAO support teams
Update all call tickets, close call tickets and follow up with end users
Support wired and wireless local area network and Internet in the LAO remote offices;
Assist with IT projects in the remote offices and courthouses with the coordination between LAO and buildings managers/contractors;
Assist with LAO remote office moves.

Required skills & experience

Successful completion of a computer science degree, diploma or relative work experience.
Dedication to excellence in end user service with demonstrated ability to listen to end user needs at any level and translate those needs into solutions.
5+ years IT helpdesk experience
Excellent communication skills (written and verbal)
Strong knowledge of end user devices: Windows 7, Windows 10, iPad, iPhone, Android phones and tablets
Extensive experience with using and troubleshooting Outlook 2007/2010/2013 within a network environment (permissions, calendar sharing, delegation)
Extensive experience with Microsoft Office 2007/2010/2013, Microsoft Active Directory, User account management, File and printer management
Experience with SharePoint 2007/2013/2016 and Citrix
Experience with ServiceNow, Microsoft Office 365, Exchange Online and Teams is an asset
Basic knowledge of network and VoIP system
Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are desirable.

Equity Statement

Building a diverse workforce that represents the communities we serve while promoting a safe culture and work environment that dismantles systemic barriers, welcomes fresh perspectives and embraces differences as a priority is a core value at LAO.

LAO encourages applicants from equity-seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis, Black and racialized, as well as persons with disabilities, women and members of the 2SLGBTQ+ community.

We recognize the value of equity, diversity and inclusion and are committed to addressing systemic barriers, and prioritizing, attracting and retaining diverse staff.

All interested and eligible people will be considered, with due consideration to all protected grounds under the Ontario Human Rights Code.

Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to equity, diversity and inclusion. Accommodations are available throughout the recruitment process as well as during employment at LAO. Please direct any accommodation requests to our recruitment team.