Our client is seeking a highly professional, highly skilled Tech Support Analyst. The candidate must be able to perform the duties of the position in a stressful, always fast-paced environment. The position includes supporting end-user technology requests that will range from hardware and software issues to audio/visual support. The law firm environment requires a high degree of professionalism as the Tech Support Analyst will be supporting attorneys and client of the firm
Typical duties include:
• Receive and respond to Help Desk calls, emails, and voicemails with the objective of resolving as many problems as possible on the initial contact via phone and/or remote access.
• Document the end user request or issue as well as decisions made, actions taken, and final resolution into TrackIt.
• Escalate requests (when required) to the appropriate technician or Technical Support Manager.
• Access in-house knowledge bases and Internet resources to aid in problem resolution.
• If a request cannot be resolved remotely, desktop resolution may be required including, issue analysis, installing and upgrading software, installing hardware, configuring applications or hardware.
• Handling assigned projects from Technical Support Manager in their entirety with minimal supervision.
• Provide after hours support on an "on-call" basis.
• Carrying an after hours paging device (i.e. Blackberry) for handling emergency technical support.
• Assist the Technical Support Manager in maintaining a physical inventory of desktop hardware and software.
• Assist in conducting hardware and software upgrades, rollouts and special projects on an as needed basis.
• Coordinate the repair or upgrade of hardware and desktop software with vendors if required.
• Utilize procedures to document problems, recommend constructive improvements to procedures, and ensure updated procedures are written and followed.
• Check in/out loaner laptops and maintain the loaner laptop inventory.
• Perform equipment move requests.
• Setup, troubleshoot, and support audio and video conferences with multiple locations. This will be accomplished using Polycom and Codian equipment.
• Other miscellaneous duties as requested to enhance the overall operation.
Experience: Required skills:
• 3+ years experience working at a law firm
• Proficiency with Microsoft Office products
• Exceptional communication skills
• Exceptional customer service
To Apply to this job go to http://www.GadBall.com or click here