GENERAL PURPOSE OF THE POSITION
This position reports to a Regional IT Manager and provides support of desktop/laptop computer systems of a moderate to complex nature to ensure end-user productivity and efficiency. The Technology Support Analyst will use advanced troubleshooting techniques in order to provide accurate, timely and creative resolutions to end-user and local-office technology-related issues and will provide recommendations for the use of technology in supporting practice-group needs. In addition, the Technology Support Analyst serves as a liaison between software and hardware engineers within IT (including the Help Desk) and the end user community.
PRIMARY FUNCTIONS AND RESPONSIBILITIES
Responsibility
End-user Support
- Responds to end users and clients on technology-related issues and questions;
- Supports the business needs of the attorneys, practice groups, and local-office administrative departments and recommends appropriate applications
- Demonstrates proficiency with the firm’s applications
- Provides Level 2 support for practice-group-specific hardware and software
- Performs software installations and upgrades, where necessary
- Responds to and documents situations where standard procedures failed with software or hardware installations or upgrades
- Participates (with testing and documentation) in software pre-pilots, pilots and roll-outs
- Writes technical articles for the internal knowledge base on identified issues, resolutions and work-arounds and on locally managed applications
- Provides status reports to and communicates with the manager
- Performs detailed problem analysis and documents issues and resolutions related to software or network issues and works with Level 3 software and hardware engineers when an issue needs to be escalated
- Communicates with, evaluates usage patterns of, and recommends “best practices” to attorneys and staff to ensure optimal use of the firm’s technology based on knowledge of Firm technology
- Supports Practice Support technologies, including applications, temporary war rooms, and trial sites in remote locations
- Performs desk-side coaching, as needed, in conjunction with the Technology Education team, especially during large-scale roll-outs
Administrative and Operations Responsibilities
- Serves as a knowledgeable resource to team members within the office and the region.
- Provides Mobility support and advanced troubleshooting for approved devices.
- Maintains voice and LAN connections in closets and jacks.
- Performs routine maintenance of servers and applications.
- Resolves network hardware and software problems and coordinates with network engineers to correct issues/problems.
- Deploys and supports office telephone equipment.
- Troubleshoots telephone issues and coordinates with Firm Telecom to correct problems.
Other
- Other duties as assigned.
SUPERVISORY RESPONSIBILITIES
- This job has no supervisory responsibilities.
EDUCATION AND EXPERIENCE
This job requires:
- an Associate’s degree (A.A) in a related field, and,
- minimum 2 years of experience in hardware and software support at a professional-services organization; or,
- equivalent combination of education and experience.
OTHER QUALIFICATIONS AND REQUIREMENTS
To perform the job successfully, the Technology Support Analyst must demonstrate the following knowledge skills and abilities:
- Strong customer-service orientation
- Technical skills
- Written communication skills
- Verbal communication skills
- Strong interpersonal skills
- Self-starter
- Ability to work individually and as part of a team
- Planning and organizational skills
- Problem solving skills
- Ability to adapt to change and balance competing demands
- Advanced arithmetic skills (compute rate, ratio, percent; able to draw and interpret graphs and charts).
- Ability to solve practical problems dealing with a variety of variables where little standardization may exist.
- Ability to read and interpret general business documents, instructions and manuals; write routine business correspondence; and speak effectively with employees, clients and vendors.
COMPUTER SKILLS
To perform this job successfully, the Technology Support Analyst must have an advanced knowledge of office productivity software and the Microsoft operating system.
CERTIFICATES, LICENSES, REGISTRATIONS
- Microsoft Office Certification and A+ Certification preferred
PHYSICAL DEMANDS
- While performing the duties of this job, the employee is regularly required to sit and may occasionally be required to move about. The employee is also regularly required to use a computer, involving substantial movements of the wrists, hands and fingers. The employee is also required to regularly communicate with others.
- The employee may also occasionally be expected to lift and/or move up to 30 pounds with assistance.
- Specific vision abilities required by this job include: close vision and ability to adjust focus.
WORK ENVIRONMENT
- The noise level in the work environment is usually moderate
- May require occasional travel
- This job may require occasional evening and weekend work on an overtime basis.
