Seeking a full-time IT Service and Support Analyst to join the help desk team.
Responsibilities:
- Respond to Help Desk requests via telephone, email, via remote access, and in-person.
- Track all end-user support activities through an incident tracking system. Service Now experience is a plus.
- Diagnoses and resolves end-user network or local printer problems (both in the office and at home), PC hardware problems and software, e-mail, internet and local-area network access problems.
- Delivers, tags, and configures end-user PC desktop hardware, software, and peripherals as needed and assigned.
- Participate in a rotating on-call schedule that involves after hours and weekend support and availability requiring remote access and telephone coverage.
- Develop and maintain an advanced level of proficiency with software and hardware in use.
- Works as part of the Customer Experience Team, providing exceptional service and support to all end-users( aka, internal and external customers).
- Occasionally visit other offices to provide onsite assistance and inventory tasks as needed.
- Coordinate set up of New Hire accounts, as well as equipment for orientation.
The Customer Experience team as provides 24/7 support services through rotating on-call shifts for after hours and weekend support.
Requirements
- Bachelor’s degree in computer science (or equivalent work experience) is preferred.
- 2+ years of experience working in a law firm environment.
- Advanced knowledge of the Windows operating systems, Microsoft Office, desktop/laptop hardware and mobile device (Apple/Mac experience is a plus).
- Ability to work with videoconferencing equipment, document management systems (iManage), printers, mobile device management, Citrix/VDI, and other software applications in a legal environment.