IT Support & Telecom Analyst

Responsibilities

• Perform problem resolution from Help Desk tickets, emails, and phone calls.
• User support and troubleshooting, with a focus on tier two-level and telecom issues.
• Install computer software.
• Set up computers, laptops, monitors, printers, and peripheral equipment.
• Write clear and easy-to-follow instructions when tickets are closed.
• Visit users at their in-office location when requested.
• Maintain AV systems for conference rooms.
• Prepare conference rooms before meetings.
• Serve as owner/Administrator for VoIP Account.
• Serve as owner/Administrator for Internet Conferencing Account.
• Billing & Invoices: Ensure on-time payments and note/dispute any discrepancies.
• Telecom vendor contract management.
• Telecom network monitoring and maintenance.
• End-user training and documentation.
• Responsible for VIP white-glove user support.
• Serve as escalation point for Help Desk team.
• System upgrades and implementation projects.
• Data analysis and reporting.
• Collect invoices for departmental purchases and manage expense reports in Chrome River software.
• Other duties and projects as assigned.

Qualifications

• High school diploma required, Bachelor's degree desired.
• 5+ years of Help Desk, IT Tech Support, or Desktop Engineering experience is required.
• Experience supporting telecom systems, ideally Zoom Phone.
• Extensive knowledge of Microsoft Office (Word, Excel, PowerPoint, and Outlook).
• Working knowledge of typical law firm software applications is desirable (iManage, InterAction, Intapp Time, Workshare, etc.).
• Proficiency in navigating a service desk ticketing system is a must.
• Prior experience in a law firm is a plus.

Skills

• Ability to work effectively and concurrently on a variety of projects.
• Exceptional written and verbal communication skills with excellent grammar.
• Courteous, professional, and friendly speaking manner.
• Confidence to perform under pressure with competing demands.

Benefits

• Medical, dental, and vision insurance.
• 401(k) retirement plan, match, and profit-sharing.
• Commuter allowance.
• Paid time off plus paid holidays throughout the calendar year.
• Disability and life insurance.
• Parental leave.
• Community service leave.
• Annual discretionary bonus and more!

Pay Range

The pay range for this position is $70,000-$90,000 annually; however, actual pay may vary depending on the candidate's education, training, experience, and other job-related factors permitted by law.

Perks

• In-person and virtual training opportunities.
• Collaboration across all Foster Garvey offices.
• Workplace Wellness Program and more!