IT Solutions Analyst – Calgary Office This role requires staff to always work onsite in the Calgary office. Duties And Responsibilities Provide technical assistance and support for incoming service requests related to the firm’s computer systems, hardware, software, remote access, and mobile devices. Monitor service desk phone and ticket management queues, resolving and responding to all requests in a professional, confident, and courteous manner. Thoroughly document support requests using the service desk ticketing system – Service Now. Liaise with personnel to provide onsite support and set up Audio/Visual conferencing technology in boardrooms and coordinate local troubleshooting as required. Support meeting room and computer equipment moves and setup, as well as video/web‑conferencing platforms (Cisco Webex, MS Teams, and Zoom). Stay up to date with the firm’s policies, best practices, and business applications as they apply to the usage and delivery of IT services. Adhere to the firm’s Incident, Problem and Change Management processes, escalating to manager and/or technical IT Service Owner when additional support is required. Support IT Service Owners’ team with remote, hands‑on troubleshooting and support for local IT systems and services. Support the delivery and adoption of the firm’s project roadmap in partnership with the EPMO. As the local Calgary IT resource, build and maintain relationships and assist with office special projects and local initiatives as required. Participate in a weekly rotating schedule for on‑call support outside of regular business hours. Identify trends in issue reporting and collaborate to develop preventative solutions. Maintain the IT Knowledge Base to document problems, solutions, and workarounds. Travel to other offices as required. Be willing to work flexible hours when required. What You Bring Established as a key resource in a successful information technology career. Information Technology Diploma, associate degree, or equivalent work experience, with a minimum of three years of experience in a technical service desk environment supporting hardware and software applications with remote and extended teams. Effective communication, documentation, and diplomacy skills when working with senior stakeholders. Excellent analytical, problem‑solving, organizational, and interpersonal skills, remaining calm and resilient in a fast‑paced, deadline‑driven environment; strong time‑management skills and a curiosity to learn more and take initiative. Embrace evolving technology and have working knowledge of Microsoft Windows Server and Active Directory. Prior experience supporting and troubleshooting Microsoft Windows 11, Microsoft Office 365 tools (Outlook, Word, Excel, PowerPoint) and mobile devices (Android, Apple) is required. Previous experience with legal application support and recognized current accreditations (e.g., CompTIA A+) would be considered assets. McMillan is committed to providing accommodation for applicants with disabilities in its recruitment processes. If you require accommodation at any time during the recruitment process, please email us or contact us at to submit your accommodation request. McMillan LLP is committed to fostering a culture of inclusion and diversity. We respect and embrace the unique backgrounds, perspectives, and experiences of individuals at all levels of the firm. #J-18808-Ljbffr