Fall 2011

new Davis LLP
BCIT/UBC Practicum/Work Term opportunity  

Davis LLP

Help Desk Analyst - Vancouver
If you are talented in providing unprecedented service, are enthusiastic and a team player, we are looking for you!  Come and experience the Davis difference!  We are currently looking for a Help Desk Analyst to join our IT department and invite you to review the job description.

The position of Help Desk Analyst is responsible for user support for all Lawyers and Support Staff in all eight offices (Vancouver, Calgary, Edmonton, Toronto, Montreal, Whitehorse, Yellowknife and Japan). This role assists Davis LLP users (internal clients) with all application support questions and assists with troubleshooting technical issues.

Duties & Responsibilities

  • Answer Help Desk calls in a courteous and friendly manner, handle email and in-person requests from all clients;
  • Log all trouble tickets as per the IT department best practices, maintaining complete documentation of problem cause, impact and resolution;
  • Prioritize problems, troubleshoot and exercise problem-solving skills;
  • Exercise good judgment to assess and escalate requests appropriately;
  • Work with Desktop team to diagnose and resolve issues as required;
  • Support applications including MS Office, Outlook, FileSite and Citrix;
  • Communicate with the firm and the IT group about Help Desk issues;
  • Develop an understanding of the user environment and maintain technical knowledge;
  • Follow-up with clients to ensure resolution is complete and timely;
  • Handle equipment bookings and setups (laptops, projectors, PDAs, USBs, video conferencing);
  • Support desktops and laptops;
  • Workstation/telephone relocations;
  • Purchase, receive, track, and maintain hardware equipment; and
  • Other duties as required.

Knowledge, Qualities & Experience Required

  • Minimum 1 - 3 years’ experience working in a helpdesk environment, using a call tracking system;
  • Diploma in Computer Technology or equivalent;
  • Fluent in French and/or Japanese preferred but not required;
  • Strong customer service and communication skills (verbal and written);
  • Able to troubleshoot hardware and software issues on desktop PCs;
  • Experience supporting client desktops and laptops, Blackberry devices, and printers;
  • Experience supporting all MS Office applications including Word 2003 (with customizations);
  • Experience supporting various legal applications such as document management systems, Elite, and Summation is ideal;
  • Experience with FileSite and remote access solutions such as Citrix and VPN are preferred;
  • Able to effectively translate technical information and procedures to end-users;
  • Strong troubleshooting and analytical skills with capacity to accurately identify and assess problems before providing accurate solutions;
  • Dedicated to providing quality service to clients and consistently meet expectations by providing service beyond expectation;
  • Excellent interpersonal skills with the ability to listen effectively, respond appropriately, and maintain mutual comfort level while relating to a diverse group of individuals;
  • Strong ability to perform well and be unfailingly diplomatic in a high pressure environment with multiple internal clients;
  • Able to remain productive within time-sensitive and fast-paced environment;
  • Excellent organizational and time management abilities required;
  • Proven problem-solving skills with the ability to visualize and deliver creative solutions; and
  • Ability to multitask, establish priorities, work independently, and proceed with objectives under minimal supervision.

To apply for this position, please go to the JOIN US / Business Services Professionals section of www.davis.ca and apply through the links.
We thank all candidates for their interest, however, only short-listed candidates will be contacted.

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BCIT/UBC Practicum/Work Term opportunity:

Get Free Network Administration Assistance!

The Network Administration and Security Professional Program (NASP) at BCIT/UBC is looking for eight-week Practicum/Work Term placements. Students in this award-winning program achieve vendor certification in A+, Network+, Security+, MCITP (Server 2008), and LPIC-1 (Linux), and receive training for CCNA and CWNA. The purpose of this exercise is to give students on-the-job experience and exposure to IT administration environments.

Most students already have an extensive IT background, and are prepared to perform work in network administration, network security, or second level systems support. Companies get this free assistance fulltime, for an eight-week period.

Some companies that have provided Practicum/Work Term positions in the past include Fairmount Hotel, ICBC, KPMG, Maximizer, McKesson, Sierra Wireless, WorkSafeBC and many more companies. BCIT/UBC students and faculty thank all our participating organizations.

For additional information, please contact Marlena Vanderwal, Work Term Instructor at marlena_vanderwal@bcit.ca or 604.412.7649.

To read more about the NASP program, visit:

http://www.bcit.ca/cas/htp/programs/nasp.shtml or http://www.tech.ubc.ca/nasp


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If you would like to post a Job Opportunity and are currently a member of HelpDesk BC, please send an email giving the details of the job, contact information and the start and end dates of this position..