IT Support Specialist
Position Title: IT Support Specialist
Reporting To: Director, Information Technology
Position Type: Full-Time, Permanent
Position Summary:
The IT Support Specialist provides responsive, high-quality technical support to all firm members. This role is responsible for diagnosing, resolving, and escalating technology issues related to firm-supported software, hardware, peripherals, cloud services, mobile devices, Wi-Fi, and network connectivity.
The position also plays a key role in maintaining and supporting the firm’s standard computer image, desktop applications, and endpoint management environment, ensuring systems are secure, reliable, and aligned with industry best practices.
Key Responsibilities:
End-User Support & Service Delivery
- Provide first and second-level technical support via phone, email, chat, in person, and on-site desk support.
- Investigate, resolve, or appropriately escalate technical incidents, service requests, and inquiries to meet established service level objectives.
- Accurately log, track, and update support tickets, ensuring timely resolution and clear communication.
- Deliver ad hoc “how-to” guidance and user education to improve end-user self-sufficiency and adoption.
- Participate in a rotating after-hours and weekend on-call schedule.
Collaboration & Continuous Improvement
- Collaborate with HelpDesk and IT team members to resolve issues and share knowledge.
- Analyze HelpDesk metrics, identify trends, and contribute to service and process improvements.
- Support the IT continual improvement program by developing workflows, scripts, training materials, and knowledgebase content.
- Maintain and update IT documentation for the firm intranet, self-service support portal and IT team internal procedures.
Systems, Applications & Endpoint Management
- Assist with administration and support of core SaaS platforms, including:
- Microsoft 365, Microsoft Teams, MS Entra, MS Intune, OneDrive
- Mimecast, Duo MFA, SentinelOne MDR/EDR, KnowBe4
- iManage Document Management System (DMS)
- Support desktop applications and utilities such as Power PDF, 7-Zip, DocuSign, Zoom, Litera Compare, and Litera Metadact.
- Support practice-specific SaaS applications, including MinuteBox, DivorceMate Cloud, ACL, iManage Closing Folders, and Everlaw.
- Assist with investigating and documenting SentinelOne cybersecurity incidents
- Maintain, update, and deploy the firm’s standard desktop image, applications, and Intune deployment components and utilities.
Hardware, AV & Asset Management
- Provide boardroom and virtual meeting support (Teams and Zoom), including setup and troubleshooting of audiovisual equipment.
- Coordinate equipment moves, vendor repairs, and recovery.
- Configure and support mobile devices (Apple and Android).
- Maintain accurate asset records, manage spare equipment inventory, and identify required supplies.
Projects & Change Support
- Participate in IT projects by testing, analyzing, and providing feedback on new systems, applications, and procedures.
- Collaborate with internal stakeholders and external consultants to define desktop project requirements and coordinate deployments.
- Support product customizations and adoption of new or updated software solutions.
- Assist in developing and maintaining operational documentation, procedures, and end-user training materials.
Qualifications:
- Bachelor’s degree in computer science, information services or related field or equivalent relevant experience.
- Minimum 5 years of experience supporting and implementing legal or professional services applications.
- Experience with change management and project-based work.
- Experience in a professional services or training-focused environment is an asset.
- Strong knowledge of desktop imaging, application deployment, and endpoint management concepts.
- Proficiency with Microsoft 365 and document management systems.
- Ability to quickly learn and apply new technologies.
- Exceptional client service orientation with the ability to manage multiple priorities.
- Strong organizational and time-management skills in a fast-paced environment.
- Excellent verbal and written communication skills, with the ability to interact professionally at all organizational levels.
- Strong interpersonal skills and ability to work both independently and collaboratively.
- High attention to detail and accuracy.
- Sound judgment and discretion when handling confidential information.
- Excellent troubleshooting, analytical, and problem-solving skills.
Success in this role means:
- Has a strong client service approach
- Strong research, investigative and problem-solving skills
- The ability to meet tight internal and external deadlines while managing multiple projects and competing with demands for resources
- Extreme accuracy and attention to detail
- Being a self-starter with the ability to work in a collaborative, team-based environment.
- Ability to be flexible with regards to hours during busy periods to meet the demands of the role
- Discretion and confidentially is essential to this role and required at all times
What We Offer:
- Competitive base salary ($65,000-$80,000)
- Comprehensive benefit package including a Health Care Spending Account
- Group RRSP program with employer matching contributions
- Annual Fitness and Wellness Reimbursement program
- Education assistance
This posting is for an existing vacancy. Salary will be determined based on the candidate’s experience and qualifications.
We thank all those who apply. Only those selected for an interview will be contacted. Please note that any offer of employment will be conditional upon background and reference checks.
If you are interested in this opportunity, please submit your resume in confidence to: HR@torkinmanes.com
About Us
Torkin Manes LLP is a vibrant, growing, medium-sized full-service law firm located in downtown Toronto. Our 100+ lawyers practise in all areas of business law and litigation. Torkin Manes is ranked as the #1 Ontario regional law firm by Canadian Lawyer and is consistently ranked as one of Canada’s top Regional law firms by Chambers Canada. Our consistent top rankings are a testament to our client service ethic, commitment to the legal profession, and success in our areas of practice.
Torkin Manes LLP is a proud member of the Law Firm Diversity and Inclusion Network (LFDIN) and an employer partner of the Canadian Centre for Diversity & Inclusion (CCDI). We are an Equal Opportunity Employer that is committed to inclusive, barrier-free recruitment and selection processes. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, we provide employment accommodation during the recruitment, selection and/or assessment processes. Should you require an accommodation, please contact Nazli Ghafoori, HR Manager, by email at nghafoori@torkinmanes.com or by phone 647-417-5311, and we will work with you to meet your accessibility needs.