Must-haves (Most of these can be taught/trained, if you are lacking some that is okay)

Exceptional customer service and communication skills IT Help Desk experience, at least 1+ years’ experience

Troubleshooting experience for end user hardware (laptops, monitors, docking stations, keyboard, etc)

Troubleshooting experience for Windows 11 and Office 365 installations, and other Windows applications

Troubleshooting and installation experience for iPhones

Windows and Office 365 Account administration

Nice to have

Remote computer administration

Knowledge of Microsoft Office add-ons management

Knowledge on how troubleshoot audio-video equipment

IP telephony, Teams phone, Webex preferred

Ninja Ticketing system, or experience with another ticketing system Day-to-Day

We are looking for an IT Support Analyst for a full-time role to support a Law Firm. The ideal candidate will be a self-starter, confident, adaptable, accountable, collaborative and client service focused. It is beneficial if the candidate has worked in customer service, retail, law, skilled services, at least 1 year of IT support experience.





This role is 9-5, Monday-Friday on site 4 days a week (Fridays remote), downtown Toronto. The initial training/probationary period will require candidates to go on site 5 days a week. Responsibilities:

Provides level 1 support to resolve incidents. This role will be required to provide on call support evenings and weekends on a rotational basis.

Serve as the first point of contact for users seeking technical assistance over the phone or email

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Determine the best solution based on the issue and details provided by users

Explain to the user the resolution process

Escalate unresolved issues to the next level of support

Provide accurate information on IT products or services

Record updates and resolutions for incidents in ticketing system

Follow-up and update user status and information

Pass on any feedback or suggestions by users to the appropriate internal team

📌 Information Technology Support Specialist (Toronto)
🏢 Ivy Integration
📍 Toronto