Technical Support Analyst
About The Position
The Technical Support Analyst’s goal is to meet the exact IT, support, education and application needs of the firm’s IT users. This includes troubleshooting hardware and software as well as installing, diagnosing, repairing, maintaining, and upgrading PC hardware, mobile devices, printers/copiers, and telephones. Job Description ESSENTIAL JOB FUNCTIONS: Provide hands on support to users who are experiencing desktop operating system, connectivity and applications issues and provide complete follow-through to successful resolution. Perform hardware diagnostics and execute or coordinate repairs in a timely fashion to ensure customer satisfaction. Provide 2nd level support various law firm applications such as iManage, iTimekeep, and the Microsoft Office Suite Provide 2nd level support for software escalations from the helpdesk. Provide 2nd level support for remote access calls escalated from the help desk (BeyondTrust Remote Support and VPN). Assess software compatibility with current operating system and execute on the installation and maintenance of practice specific applications. Plan, schedule and execute on computer equipment installations, imaging, upgrades and lifecycle projects. Maintain hardware inventory for PC, Printer and Mobile devices Effectively translate user requests, business needs and technical specifications into formal written documentation. Maintain vendor relationships for contact/troubleshooting purposes serving as a liaison with third-party support and PC equipment vendors. Performs any and all other duties as necessary and as assigned by your supervisor for efficient functioning of the Department, Office and Firm.
Requirements
- Bachelor's Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience required.
- Typically has 4 to 6 years of work experience.
- Works independently or as a part of a team under general supervision.
- Ability to effectively and professionally communicate and collaborate with all levels of the organization and peers to reach common goals.
- Dedication to customer service.
- Experience supporting AV and videoconferencing equipment
- Ability to perform root cause analysis and determine appropriate course of action based on result.
- Strong analytical skills and critical attention to detail.
- Ability to handle multiple priorities simultaneously with the ability to adapt to the changing needs of the firm while meeting deadlines.
- Excellent verbal and written communication skills.
- Familiarity with Microsoft Windows 11 and desktop applications.
- Familiarity with remote access platforms and troubleshooting of each.
- Familiarity with PC imaging software.
- Familiarity with LAN/WAN technologies and cabling.
- Familiarity with smartphones, specifically iPhones/iPad, Androids.
- Ability to lift 40 lbs.
Nice To Haves
- Preferred credentials: CompTIA A+ Microsoft Certified Technology Specialist MCITP: Enterprise Desktop Support Technician
- Previous technical lead role a plus
- Understanding of VOIP telephony and experience with Cisco Call Manager is a plus.
Responsibilities
- Provide hands on support to users who are experiencing desktop operating system, connectivity and applications issues and provide complete follow-through to successful resolution.
- Perform hardware diagnostics and execute or coordinate repairs in a timely fashion to ensure customer satisfaction.
- Provide 2nd level support various law firm applications such as iManage, iTimekeep, and the Microsoft Office Suite
- Provide 2nd level support for software escalations from the helpdesk.
- Provide 2nd level support for remote access calls escalated from the help desk (BeyondTrust Remote Support and VPN).
- Assess software compatibility with current operating system and execute on the installation and maintenance of practice specific applications.
- Plan, schedule and execute on computer equipment installations, imaging, upgrades and lifecycle projects.
- Maintain hardware inventory for PC, Printer and Mobile devices
- Effectively translate user requests, business needs and technical specifications into formal written documentation.
- Maintain vendor relationships for contact/troubleshooting purposes serving as a liaison with third-party support and PC equipment vendors.
- Performs any and all other duties as necessary and as assigned by your supervisor for efficient functioning of the Department, Office and Firm.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
