IT Support Specialist

We are seeking an IT Support Specialist to join the team in any of our Ontario Offices.
The Specialist, IT Support provides first-line technical support to lawyers, legal assistants and business professionals. This role serves as the initial point of contact for IT-related issues, ensuring timely resolution of incidents and service requests while delivering a high level of customer service.
Key Responsibilities:
First Line Technical Support

Respond to service requests via phone, email and ticketing systems.
Troubleshoot hardware, software and access issues.
Resolve common IT problems or escalate as required.

Incident and Request Management

Log, track and update tickets accurately.
Prioritize issues based on impact and urgency.
Ensure timely resolution or escalation.

User Support and Communications

Provide clear guidance and support to end users.
Maintain professional and client-focused communication.
Follow up to ensure issue resolution and satisfaction.
Promote a client-focused service culture within the team.

Documentation and Knowledge Sharing

Document solutions and contribute to knowledge base.
Follow standard procedures and processes.

What You'll Bring:

Bachelor’s degree or equivalent experience in IT or related field.
2–5 years IT support experience.
Strong troubleshooting and incident management capabilities.
Strong understanding of IT service management practices.
Experience with enterprise systems.
Excellent communication and customer service skills.
Experience with Microsoft 365, Windows environments and ticketing system.
Familiarity with legal technology/platforms/software an asset.