Deskside Technician

ABOUT GOWLING WLG

At Gowling WLG, our commitment to excellence begins with our people. As an international law firm with offices in Canada, the U.K., Europe, the Middle East, and Asia, we’re proud to recruit and retain top talent who bring energy, insight, and a singular focus on delivering exceptional experiences – for our clients and each other.

We’re intentional about building a workplace that’s both high-performing and supportive, ensuring that everyone is empowered to do their best work and reach their full potential. Our culture is grounded in our shared values: Raise the Bar, Embrace Differences, and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career paths.

Whether you’re pursuing a role in law or business services, explore what’s possible and make your mark with Gowling WLG.

PROFILE

Responsible for providing in person application and hardware systems support for the Ottawa office. The Deskside Technician is responsible for ensuring that requests for support are handled or assigned in a timely and effective manner. This role is a 6 month contract position.

RESPONSIBILITIES

• Provides on-site support for all applications, proprietary programs, and computer equipment used by the Firm (by telephone, email and in person).
• Responds to all requests/escalations in an appropriate and courteous manner.
• Accurately documents all requests by logging them in the Firm’s ticketing system.
• Assesses and resolves all requests for support based on urgency, type of problem and available support staff.
• Applies problem-solving skills and techniques to resolve issues prior to escalating them to the appropriate group.
• Monitors and follows up on calls assigned to others, as instructed by the Technical Coordinator, Information Systems.
• Troubleshoots and diagnoses hardware and software problems on systems and arranges for external service calls or repairs as required.
• Maintains, assigns and logs loaner equipment. Reviews returned equipment and cleans files or programs as appropriate, and installs new software as required.
• Along with other members of the Information Technology team, participates in technical workstation support and system implementations and rollouts.
• Other responsibilities as required.

QUALIFICATIONS

• Minimum one year directly related technical experience, preferably in a Help Desk or Service Desk environment.
• College degree in Computer Science or equivalent.
• Ability to communicate effectively with other Firm members, with the aptitude to take care of client’s needs in a professional and courteous manner.
• Capacity to work independently, as well as in a team environment.
• Produce a high quality and quantity of work product, occasionally under tight timelines.
• Able to prioritize and to redefine priorities when necessary.
• Solid background in the use and support of standard business applications. Experience specifically with word processing, spreadsheet, presentation, email, and database products.
• Knowledge of Microsoft Windows, documents management systems, system management servers and networking an asset.
• Ability to lift large objects (printers and other hardware) of up to 50lbs

The starting range for this role is $57,000 to $70,000. Starting salary will be determined based on an applicant’s individual skills, competencies and unique qualifications. Gowling WLG employees have the potential to exceed this range based on tenure and performance.

This position is currently vacant and is open to both internal and external candidates. Gowling WLG is recruiting for this role to support ongoing firm needs and team operations.

This employer may use tools within our applicant tracking system that include artificial intelligence–supported features, such as automated candidate matching. These tools do not make hiring decisions; all screening, assessments, and selections are reviewed and completed by human recruiters and hiring managers.

Gowling WLG is dedicated to building a diverse and inclusive workplace. If you are in need of accommodation or support at any time during the recruitment process, please let us know.