Intermediate IT Services Specialist

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.

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
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This role is a hybrid position with two days a week in our Calgary hub office.

What your team does

The IT team’s mission is foundational to how we get work done  focus 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 our team, we help them 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.
• Experience managing inbound tickets from submission to resolution, ensuring timely responses and thorough follow‑up.
• Skill in recording troubleshooting steps and communicating solutions clearly to end users.
• Ability to review IT processes and contribute ideas that improve team efficiency and workflow.
• Experience using Kandji and InTune with a foundational understanding of MDM on the macOS and Windows platforms.
• Experience working in IT environments with 2500+ endpoints.
• Solid working knowledge of macOS, iOS, and Windows systems, with the ability to support a diverse range of user needs.
• Experience with core SaaS tools like Slack, Zoom, Confluence, Microsoft Office, Adobe, 1
  
  Password, Salesforce, GSuite, and Github, providing basic user support and troubleshooting.
• Enthusiasm for learning new technologies and staying updated on IT developments.
• Strong communication skills, with the ability to explain technical concepts clearly to diverse audiences.
• Exposure to managing or coordinating small to medium‑sized IT projects, working to meet deadlines and project goals.
• Hands‑on experience with Okta or a similar SSO platform, supporting identity and access management tasks.
• Growth mindset focused on process improvement and new technologies, especially AI.

This role is a backfill for an existing position.

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…