We are looking for a Bilingual IT Support Analyst to support our legal team with technical assistance across software, network, and hardware. Responsibilities Answer calls and take appropriate actions to resolve support incidents. Ensure all support requests are logged and tracked within IT’s ticketing system and meet SLA’s. Escalate and coordinate resolution of complex requests to other IT staff and contractors as needed. Provide timely support, analysis, and resolution for software, network, and hardware related requests. Perform root cause analysis to resolve problems. Complete MS 365, and some system administration duties. Orient and train staff and contractors on the effective use of computer equipment, software, and IT policies. Support document management system, office automation software, and all other applications used within our environment. Perform installation, maintenance, upgrades, and repairs to computers, printers, and any other peripherals as required. Prepare and assign loaner laptops, videoconference and webinar set‑up, mobile devices, etc. Setup of meeting room technology. Train staff on the proper use of IT systems. Orientate new staff on IT systems. Create end use documentation. Report on support trends, and issues to IT management. Test new applications and/or changes to existing applications. Contribute to IT through sharing of ideas, best practices, and industry knowledge. Understand IT and firm policies, and ensure they are working within them. Other duties as required. Qualifications and Skills A degree or diploma in computer systems. 2 years+ experience in an IT support role. Fluently bilingual – English and French. Problem solving skills, ability to analyze, troubleshoot, and resolve technical issues. Knowledge of the installation, configuration, and maintenance of computer Windows operating systems (server and workstation). Understanding and experience using Azure. Knowledge of enterprise hardware and software. Knowledge of IT Service Desk processes, support SLAs. In depth knowledge of desktop, laptop, printer hardware and peripherals. Experience with endpoint management tools such as Group Policy, Intune. Understanding of IT security principles. Exceptional customer service. Excellent organization, teamwork, and problem solving skills. Strong communication skills over the phone, in person, and electronically. What we offer The salary range for this position is up to $75,000 per annum, dependent on years/relevance of individual experience. Our firm benefits include Extended Health benefit, Dental coverage, LTD, DI, casual dress code, wellbeing allowance, early finish ahead of statutory holidays and more. Diversity & Inclusivity Nurturing talent is very important to us. We are committed to equal opportunities in all areas of work and business. We want people to achieve their best, which will positively impact on our clients and communities in which we live and work. At DWF Group, we empower people to be themselves within an inclusive and supportive environment, enabling everyone to achieve their full potential in line with their abilities and career aspirations. #J-18808-Ljbffr