Help Desk Analyst

Who We Are

Fasken is a leading international business law and litigation firm, and was recently voted one of Canada’s Best Employers for 2023. Our firm’s 950 lawyers are located across offices in Vancouver, Surrey, Calgary, Toronto, Ottawa, Montréal, Québec City, London and Johannesburg And an office in the professional and retail district known as Taza (/Ta-Zah/) on Tsuut’ina lands. Providing strategic and thoughtful advice in all areas of business law, our broad range of clients include close to half of the Fortune 100 companies, as well as corporate clients, government agencies, regulatory authorities, non-profit bodies and individuals. Our clients interests are paramount in all that we do and we take pride in supporting our communities. We are a place where bright, talented, and collegial people want to work together and we work hard together to achieve our goals in a collaborative and efficient way.

Your role

The primary responsibility of the Help Desk Analyst is to support the Firm’s users by providing technical support for their software and computer inquiries.

A Day In The Life

Responsibilities include, but are not limited to:

• Responding to requests for technical assistance
• Diagnosing and resolving technical hardware and software issues
• Escalating problems as required
• Tracking problems, requests and documenting solutions
• Maintaining the IT Knowledgebase
• Works on various IT projects as assigned
• Administrative tasks including asset management, data input and filing

Must Haves

• Fundamentals of Computer Systems: Understanding of hardware, software, and networking basics. Knowledge of computer components, operating systems (e.g., Windows, macOS, etc.), and basic networking concepts is essential
• Troubleshooting and problem-solving: Ability to diagnose and resolve common technical issues related to operating systems, software applications, and hardware. Familiarity with troubleshooting tools and methodologies is crucial.
• Cybersecurity Basics: Knowledge of fundamental cybersecurity principles, practices, and tools. Understanding of virus and malware mitigation, user authentication, and data protection techniques
• Service Desk Software: Proficiency in using help desk ticketing systems. Experience with tools like Zendesk, ServiceNow, or Freshdesk is beneficial.
• Remote Support Tools: Familiarity with remote desktop applications and software (e.g., TeamViewer, Beyond Trust) for providing support to users not physically present.
• Windows: Knowledge of various versions of Windows OS, including installation, configuration, troubleshooting, and management.
• Microsoft Office Suite: Proficiency in Word, Excel, PowerPoint, Outlook, Teams and SharePoint for supporting office productivity and troubleshooting common issues.
• iManage Work 10: A cloud-based document and email management service to store, manage, and share documents securely.
• Ability to demonstrate confidence, patience and diplomacy in a demanding environment
• Completion or pursuit of a College or Technical Institute Diploma or Certificate in computing, or 3-5 years experience in equivalent computer field or related area an asset
• Legal professional experience is an asset
• Continuous Learning: Commitment to continuous learning and staying updated with the latest technologies and solutions is necessary.
• Time Management: Ability to prioritize and manage multiple tasks and incidents effectively, ensuring timely resolution.
• Teamwork: Collaboration with other IT team members and departments is essential for resolving complex issues.
• Documentation Skills: Proficient documentation skills to accurately track incidents, solutions, and interactions for future reference

Customer Service and Communication:

• Effective Communication: Excellent verbal and written communication skills. Ability to explain technical concepts in simple terms to non-technical users.
• Active Listening: Ability to listen to and understand the user's issues and concerns, showing empathy and patience.
• Problem-solving attitude: Approach to problem-solving that is customer-focused and aims to find the best and quickest solution to a user's issue.
• Patience and empathy: Understanding and patience with users, regardless of their technical proficiency. Empathy for users' frustrations and ability to remain calm under pressure.

Why Work With Us

Fasken is dedicated to rewarding your contributions and encouraging your professional development. We offer a comprehensive salary and benefits package that is very competitive, together with opportunities for personal and professional growth.  Our benefits include:

• A health and wellness subsidy
• An annual education & tuition reimbursement
• Flexible medical and dental benefits (effective from day 1)
• Short term and long term disability insurance
• Personal days
• Employee & family assistance program
• Paid vacation and sick days
• Group retirement savings plan with matching contributions
• Monetary incentive for employee referrals
• Flexible working arrangements
• Opportunities to give back to your community through firm initiatives
• An engaging firm culture that celebrates our hardworking and dedicated people

Diversity and Inclusion

At Fasken we believe a diverse workplace comprises individuals with unique backgrounds, characteristics and qualities. An inclusive workplace creates an equitable environment where individuals are respected and where they are welcome. Fasken is committed to diversity and inclusion in all that we do.

Accessibility and Accommodation

It is important to our Firm that all its members, including those with disabilities, find our workplace to be welcoming and supportive. Reasonable accommodations are available on request for candidates with disabilities taking part in all aspects of the selection process.

Background and Reference Checks

Any offer of employment may be conditional upon full background checks including a criminal record check, a credit check, employment and educational verifications.

Compensation

The typical salary range for this position is $65,000 - $75,000 annually; the base pay offered is based on location and may vary depending on job-related knowledge, skills, experience, internal and market equity.

Your Application

We appreciate hearing from all qualified candidates, however, only those applicants whose background and experience match our requirements will be contacted. You can submit your application through our Careers page. 

We thank all applicants for their interest however only those under consideration will be contacted.