Job description

JOB SUMMARY: The Desktop Support Analyst works within the IT team to provide responsive firm-wide support for technology incidents, questions, and requests. The successful individual will demonstrate a contemporary, working knowledge of computer hardware, peripherals, operating systems (e.g. Windows 10/11), legal-specific software, mobile devices, audio/video systems, and networking fundamentals. Excellent listening skills, research and problem-solving skills, strong technical knowledge, and a sincere interest in serving others are essential qualities for success in the role.

E*SS*ENTIAL JOB FUNCTIONS:

· Respond promptly and professionally to diagnose, troubleshoot, resolve, test/confirm, and close technology service incidents and requests

· Provide an alternative means of working (workaround) to minimize workflow disruption from incidents that require escalation or further investigation

· Prioritize and classify incidents and request based upon the nature, scope, and urgency communicated by the service requester (end user)

· Document ALL incoming incidents and requests by recording relevant information, including description of the incident or request and ALL steps taken to address the issue, within the incident management (ticket tracking) system

· Identify and tag appropriate incidents and associated resolutions as knowledge base (KB) articles within the incident management system for the purpose of assisting in the efficient resolution of similar problems encountered in the future

· Escalate incidents and requests as needed following a concerted effort to resolve the incident or satisfy the request and after ALL relevant information and steps taken have been documented in the incident management system

· Engage in root-cause analysis (problem management) to identify and correct the source of technology problems

· Communicate and follow up with end users to ensure issues/requests and expectations are clearly understood and to ensure closed incidents and requests have been fully and satisfactorily addressed

· Install, configure, maintain, troubleshoot, and support computer hardware (desktops, laptops, printers, and other peripherals), software (Windows 10/11, Microsoft Office, and other legal-specific applications), mobile devices, telecommunications equipment, and audio/video equipment

· Notify users of significant outages, status, and services restored

· Raise issues regarding potentially systemic, critical technology problems

· Participate in team meetings and contribute to discussions about open issues, ideas for improvements, and future planning

· Engage in continuing professional development and education for IT industry systems and legal-specific applications

· Participate in on-call rotation to provide support for urgent issues outside of normal working hours

· Other duties as assigned

REQUIRED SKILLS AND ABILITIES:

· Working knowledge of computer hardware and peripherals, Windows 10/11 configuration and support, Microsoft Office 2019/365, principles of RDP and VPN technologies, VM technologies, mobile devices support, legal document management systems (DMS), concepts of various legal practice specific software, System Center Configuration Manager (SCCM) operations, network and IP addressing fundamentals, ITSM/ITIL principles and framework, remote support methods and tools, incident management (ticketing) systems

· Sound approach to efficient and effective troubleshooting and problem solving

· Highly organized individual who can manage multiple tasks simultaneously and achieve successful outcomes in difficult situations under pressure

· Excellent communication (written and oral) skills and ability to listen and ask germane questions to develop a clear understanding of problems and issues and setting reasonable and clear expectations and keeping everyone involved informed of progress and next steps

· Desire for staying current through continuous improvement and education in a variety of relevant disciplines

· Manifested character qualities of empathic listening, professionalism, patience, confidence, and equanimity (calm under pressure)

MINIMUM QUALIFICATIONS FOR CONSIDERATION:

· An IT related college degree or a 2-year technical computer degree is preferred

· 3+ years working in a help desk/training/applications support position at a professional services firm is preferred

K*NOWLEDGE, SKILLS AND ABILITIES:*

· Excellent organizational skills and attention to detail

· Exercise sound judgment and possess superior communication skills

· Well-developed analytical and problem-solving skills

· Work effectively with others as part of a team

· A self-starter who desires to show ownership and commitment to the job

· Exercise confidentiality and discretion

· Customer service skills in a fast pace, demanding environment

P*HYSICAL REQUIREMENTS:*

This work is sedentary and requires the following physical activities:

· Moderately quiet office environment

· Occasional lifting (up to 50 pounds of products, supplies, or equipment)

· Sufficient vision acuity for routine computer use

· Walking, sitting, and standing at moderate levels

WOR*KI*NG CONDITIONS:

· A professional office environment

NOTE: The above statements are intended to describe the general nature and level of work performed by an employee in this position. These statements are not to be construed as an exhaustive list of responsibilities, duties and skills required of employees in this position.

Job Type: Full-time

Pay: $45,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Work Location: One location

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