User Support Analyst II

About the role

Do you love solving technology challenges and delivering outstanding customer service? Join our team as a User Support Analyst II, where you'll provide concierge-level support, troubleshoot hardware and software issues, mentor junior analysts, and collaborate with engineers to support a sophisticated legal technology environment. Your expertise will help keep our professionals connected, productive, and successful.

Responsibilities

• Provide first and second level technical support and guidance to users of the Firm’s computers, communications and collaboration systems, and other technical systems.
• Prepare and provide equipment to Firm end-users as necessary.
• Open, close and keep current all Help Desk tickets in the tracking system.
• Provide mobile device support.
• Follow up to ensure prompt resolution of operating problems.
• Evaluate and report trends in system errors, software/hardware malfunctions and end user feedback on solutions.
• Research and resolve hardware and software problems with other IT staff or outside vendors.
• Maintain and continuously expand strong working knowledge of current firm-supported and future technologies and software to provide technically accurate solutions to end-users.
• Provide support on-site at the trial location.
• Work unconventional hours to assist trial teams throughout the trial process.
• Transport equipment to trial sites or temporary offices if necessary.
• Setup equipment at trial sites or temporary office spaces.
• Provide after-hours support as scheduled and, occasionally, at short notice.
• Provide on-call support as part of a regular, rotating schedule.
• Assist with training end users on Firm applications.
• Assist with the Firm’s inventory of equipment and software.
• Assist with software patching efforts.
• Work with conference room A/V equipment utilizing conferencing software.
• Provide Smart-hands assistance to the engineering team.

Requirements

• Ability to travel up to 25% of the time, at times to remote locations with little notice.
• Ability to work extended hours, nights, weekends, non-traditional business hours during the week and rotating on-call duties.
• Ability to develop effective working relationships with all levels of personnel in a time-sensitive, high-pressure environment.
• Expert telephone support skills.

Qualifications

• Bachelor’s degree is preferred.
• 4+ years of experience with large (>300 users) environments.

Skills

• Computer
• Telephone
• Printer, Fax, Scanner, Photocopier, Shredder
• Help Desk Ticketing/Tracking Software in MS Dynamics
• Microsoft 365