Senior IT Technical Support Analyst

About the role

We are always seeking talented, motivated, growth-minded, and creative individuals. Our firm is committed to providing employee support and advancement, while embracing inclusion and innovation as keys to a stronger future. We invite you to explore the position below and to submit your application to join our team!

Responsibilities

• Perform a broad range of technology processes and procedures of notable complexity, including advanced and highly specialized functions, and provide formal guidance to junior team members.
• Serve as the senior local resource lead for AV conferences and web-enabled meetings, operating under the direction of the AV Technical Lead Engineer.
• Provide support for all firm-approved mobile devices, including Apple iPhone and Android devices.
• Maintain accurate hardware asset inventory for all desktops, laptops, and monitors, including loaner and spare equipment, in accordance with Standard Operating Procedures.
• Oversee equipment moves, additions, and changes, including the setup of new user hardware, maintenance of existing hardware, and the regular physical relocation of printers, computers, monitors, and other equipment.
• Manage accurate printer inventory and promptly notify the account manager of any adds, moves, or changes per Standard Operating Procedures.
• Provide second-level support for the Service Desk, including after-hours on-call duties.
• Deliver end-user support for all firm-standard applications and peripheral hardware.
• Accurately document support requests, troubleshooting steps, resolutions, escalations, and knowledge base updates in the Service Desk call tracking system.
• Research issue resolutions using available tools, including the internet and other online knowledge bases.
• Anticipate issues proactively and serve as an escalation point for unusual or complex procedural and process-related problems.
• Develop solutions for atypical or infrequently occurring situations based on existing precedents and procedures.
• Maintain technical proficiency through participation in in-house and external training programs.
• Continuously develop skills, knowledge, and capabilities to improve processes and procedures, and stay current on industry trends and developments.
• Maintain confidentiality of firm information.

Requirements

• Strong understanding of the firm's technology environment, including the ability to anticipate the impact of changes to processes and procedures.
• Solid knowledge of network protocols (TCP/IP), LAN/WAN configurations, Windows networking, and remote access technologies, including VPN.
• Solid knowledge of mobile devices and proven experience troubleshooting mobile device issues, as well as printers and peripheral devices.
• Excellent customer service skills with the ability to communicate effectively with clients, attorneys, and staff at all levels.
• Ability to develop and document clear, accurate operational procedures.
• Excellent verbal and written communication skills, with the ability to interact professionally with individuals at all levels and external vendors.
• Proven ability to work independently with minimal supervision and collaboratively as part of a team, supporting consistent and efficient workflows across remote, hybrid, and in-office environments.

Qualifications

• Minimum six (6) years of experience in information technology working in a law firm or other professional services environment.
• Experience with hardware and software troubleshooting procedures.
• Proficient in all current versions of the Microsoft Office, Microsoft 365, Windows Operating Systems, Exchange environments, and Active Directory.

Skills

• Microsoft certifications beneficial.

Benefits

Some travel may be required.

Pay

Hiring Salary Range $70,000.00 - $90,000.00

Schedule

N/A