Summary:

We’re looking for an Intermediate IT Services Specialist with a passion for technology, an eye for detail, and extensive experience in IT support and asset management. In this role, you'll be a crucial contributor to our IT operations, managing the entire lifecycle of support tickets, refining processes for efficiency, and leading technical best practices. If you’re a proactive problem-solver who thrives in fast-paced, dynamic environments, Clio would love to hear from you!

Location: This role is primarily remote but requires at least one day per week in our Calgary hub office.

What your team does:

The IT team’s mission is foundational to how we get work done at Clio, our team has a meaningful and lasting impact. We’re focused on facilitating the best possible experience for our Clio talent, providing the right tools at the right time to further Clio’s mission of transforming the legal experience for all. We are moving past the traditional IT Services group of “fighting fires” and are always looking for ways to proactively automate and save our employees precious time. By supporting Clions, we find ways for them to spend more time helping our customers.

A day in the life might look like:

• Providing world-class IT support to Clio employees globally, managing inbound tickets from submission to resolution.

• Documenting troubleshooting steps in detail and communicating solutions clearly to end users.

• Supporting the onboarding process for new employees, managing access to systems, applications, and various technologies.

• Maintaining an accurate and up-to-date hardware inventory using asset management tools, ensuring smooth asset lifecycle management.

• Managing procurement and logistics for hardware and software, coordinating orders, deliveries, and repairs with vendors.

• Prioritizing IT security protocols, collaborating with the team to support a zero-trust environment through tools like Okta

• Analyzing IT processes and procedures to identify and implement changes that improve efficiency for the team.

• Supporting and configuring macOS, iOS, and Windows systems in an environment with 2500+ endpoints.

• Developing and maintaining documentation to standardize IT processes and improve team efficiency.

• Managing small to medium-sized projects, ensuring they meet timelines, deliverables, and scope.

• Keeping current with technological advancements, sharing knowledge, and fostering a culture of continual learning and improvement within the team.

What you may have:

• 2-5 years of hands-on experience in IT support or related roles.

• Have experience managing inbound tickets from submission to resolution, ensuring timely responses and thorough follow-up.

• Are skilled in recording troubleshooting steps and communicating solutions clearly to end users to improve understanding and support transparency.

• Have the ability to review IT processes and contribute ideas that help improve team efficiency and workflow.

• Have experience using Kandji and InTune with a foundational understanding of mobile device management (MDM) on the macOS and Windows platforms.

• Have experience working in IT environments with 2500+ endpoints.

• Have a solid working knowledge of macOS, iOS, and Windows systems, with the ability to support a diverse range of user needs.

• Have experience with core SaaS tools like Slack, Zoom, Confluence, Microsoft Office, Adobe, 1Password, Salesforce, GSuite, and Github, and can provide basic user support and troubleshooting.

• Are enthusiastic about learning new technologies and staying updated on IT developments.

• Possess strong communication skills, with the ability to explain technical concepts clearly to diverse audiences.

• Have exposure to managing or coordinating small to medium-sized IT projects, working to meet deadlines and project goals.

• Bring hands-on experience with Okta or a similar single sign-on (SSO) platform, supporting identity and access management tasks.

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance

• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day.

• Flexible time off policy, with an encouraged 20 days off per year.

• $2000 annual counseling benefit

• RRSP matching and RESP contribution

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years​

The full salary range* for this role is $76,500 to $90,000 to $103,500 CAD.Please note there are a separate set of salary bands for other regions based on local currency.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers