The Technical Support Analyst is responsible for assisting the Technical Support Manager to ensure that end-user technology hardware and software within the Firm meet business requirements and that end users can accomplish business tasks. Supporting end-users technology requests (including audio/visual) is at the center of the Firm's critical business functions and therefore it is extremely important that the highest reliability, performance, and technical support is achieved. This position is responsible for providing the interface between IT and end users with computer questions, problems, assistance, or installation to efficiently perform their duties. May require in-person, hands-on help at the desktop level. Has responsibility for the identification and resolution of end-user hardware and software technical problems and malfunctions. Requirements include 3-5 years’ experience providing technical support. Law Firm experience preferred.
Exceptional customer service skills in a team-oriented, collaborative environment.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning.
Must have the temperament and demeanor requisite for a position that calls for personal dealings with the Firm’s staff and attorneys as well as occasionally, clients. This interaction may be in person in addition to telephone and e-mail. Must be able to move efficiently through the office to work at each individual user desk, as needed.
Must be able to communicate well to the IT staff in technical terms and in non-technical terms to end users.
Must have the ability to analyze issues, establish priorities, anticipate consequences, make decisions and take action with fine attention to detail.
Must have strong organizational and time management skills with the ability to work in a fast-paced, demanding environment.
Must have ability to learn new technologies and methodologies, adapt to changes and become proficient quickly.
Position requires regular, predictable attendance, business professional dress and demeanor and regular availability for work assignments and responsibilities.
Position occasionally requires more than 40 hours per week to perform the essential duties of the position.
Occasional travel to remote offices.
Three years of progressively responsible work experience in a technical support position within a law firm environment.
Advanced knowledge of the Microsoft Windows 7 operating system and Microsoft Office 2010 required. A background with setting up and troubleshooting iPhone, iPad and Android devices, Carpe Diem, Workshare Professional, Innova, DocXTools, and NetDocs Document Management.
The position will acquire an in-depth knowledge of the Firm’s growing library of software applications. This knowledge must extend beyond the basics into the advanced software features.
In-depth knowledge and experience with desktop computer and laptop hardware.
Ability to conduct research for issues relating to laptops, desktops and printers and other software products as required.
Ability to take both written and oral instruction and work as a member of a team.
Additional Salary Information: Salary depends on experience.