Analyst, Information Technology

About Us:

Opensity Solutions is the largest tech‑enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services.

Our Mission:

Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

Job Summary:

We are seeking a motivated Desktop Support Technician to join our IT team. This role is responsible for providing first and second tier technical support, troubleshooting hardware/software issues, managing IT inventory, and ensuring smooth new hire setups at three client office locations. The ideal candidate should have experience with ServiceNow ITSM Incident Management, be detail-oriented, and maintain high standards of customer service while adhering to Service Level Agreements (SLAs).

Job Type: Full time/Permanent

Location: Washington DC

Salary: Between USD 40,000 - 50,000/annum

This is a five-day-a-week in office role.

Must be eligible to work in the United States without visa sponsorship issues.

Key Responsibilities:

Technical Support & Incident Management:

• Provide first-level support for desktops, laptops, and peripheral devices (printers, monitors, docking stations, etc.) for onsite users in regional office.
• Provide second-level escalation support for remote and out of region users.
• Troubleshoot and resolve hardware, software, and network issues in a timely manner.
• Fulfill standard IT requests within fulfillment time matrix.
• Engage with end user directly via instant messaging, email, telephone, portal, virtual chat, remote control tool, or other approved media to intake, diagnose, update, escalate, and resolve technical issues.
• Log, track, and manage tickets using ServiceNow ITSM to ensure timely resolution and proper documentation.
• Create, review, edit and update documentation for internal users and end users.
• Accurately track time and meet utilization goals.
• Escalate complex technical issues to support teams as necessary.
• Work from an intake queue to ensure proper adherence to SLA requirements for response and resolution times.
• Maintain a clean and tidy workspace free from clutter.
• Present according to Opensity business casual dress code (collared shirt or branded Opensity shirt)

New Hire Setups & IT Inventory Management:

• Maintain accurate inventory control of IT assets, ensuring proper tracking and updates.
• Ship, receive, and manage IT equipment logistics, including remote employee device deployment and returns.
• Perform routine hardware audits and ensure compliance with asset management policies.
• Set up and configure new hire workstations, laptops, and user accounts targeting completion 1 week before their start date.
• Attend pre-onboarding calls as required
• Attend new user onboarding sessions for IT orientation.  Ensure account access, systems access, hardware function, and troubleshoot in real time as needed.
• Set up and break down any service desk training sessions and rooms as required. 

Remote & In-Office Support:

• Travel to and between office locations using a personal vehicle.
• Provide on-site support Monday through Friday at three different client locations and/or an Opensity office location
• Assist remote users with troubleshooting via remote desktop tools and phone support.
• Support employees in resolving connectivity, VPN, and software access issues.

Required Skills & Qualifications:

• 2+ years of experience in a Desktop Support or IT Help Desk in an on-site/in-person role required.
• Basic understanding of Windows, macOS, Office 365, VPN, and remote troubleshooting tools required.
• 2+ years of support for Mac OS (laptops, tablets, mobile devices) required.
• Jamf, Apple Business Manager and Apple remote device support required.
• Experience in inventory control and IT asset management.
• Proficiency in ServiceNow ITSM or similar ticketing system for incident and request management.
• Strong knowledge of SLA adherence and ability to prioritize tasks effectively.
• Excellent communication and customer service skills with a problem-solving mindset.
• A desire to help technical and non-technical users with IT issues.
• Experience communicating within a corporate environment.
• Thinking creatively on how to improve the user experience.
• Ability to lift and move IT equipment as needed.
• Adhere to company dress code (collared or Opensity branded shirt).

Preferred Qualifications:

• IT certifications such as CompTIA A+, ITIL Foundation, Microsoft and/or Apple Device Support  certifications are a plus.
• Experience working in a corporate IT environment with ticketing system best practices.

What We Offer:

• Opportunities for growth and learning in an IT career path.
• A collaborative and supportive work environment.

Opensity is committed to fostering an inclusive, equitable, and accessible workplace. We believe diverse perspectives strengthen our teams and the work we do for our clients. 

Opensity provides equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, religion or creed, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, ancestry, citizenship, disability, family status, marital status, source of income, record of offences, or any other characteristic protected under applicable federal or provincial human rights legislation. 

We are committed to fair and barrier free recruitment, selection, and employment practices, and to providing reasonable accommodation throughout the hiring process and employment lifecycle, in accordance with applicable human rights legislation. 

Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.