The role of the IT Systems Support Analyst is to assist users who are experiencing any procedural or operating difficulty with the use of IT applications, products, or services. Complex and/or high priority problems are elevated to the Postmaster or engineering for resolution when needed, but the IT Systems Support Analyst is responsible to ensure that an effective solution is provided to the user.
MAJOR DUTIES AND RESPONSIBILITIES:
Includes the following. Other responsibilities may be assigned.
Effectively, professionally, and respectfully represents the Information Technology team and services to end users, clients, and visitors.
Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing end users regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting hardware and basic networking system issues.
Determines the most effective manner to resolve the technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults engineers when necessary.
Records problem information into the ticketing system. Updates tickets with appropriate entries of activities, and closes tickets with resolution entered upon completion of the job.
Resolves Level 1 tickets. Elevates complex and/or high priority problems to the appropriate engineers for resolution.
Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
Works on HelpDesk related projects as assigned by supervisor.
Works HelpDesk shift each day.
Takes weekly shift of after-hours on-call on a regularly rotating basis.
Backup for training of new users.
Deployment of computers, monitors, telephones, printers, and other IT equipment.
Hardware “break-fix” – service and management of various fleets of IT equipment (no purchasing responsibility) Assist with Audio/Video hardware and software configuration, operation, troubleshooting, and maintenance.
Occasional support of off-site meetings from a technology perspective (projectors, connectivity, etc.).
Some travel required to other SML offices to perform routine hardware and software maintenance.
The IT Systems Support Analyst reports to the Software and Support Services Manager and indirectly to the Director of IT.
Must have Expert level knowledge of Office 2010 and Windows 7 Operating Systems. Experience in hardware, network troubleshooting, basic operating system functionality. MOS, MOS Expert, or MOS Master a plus, but not required (Office 2010 & 2016). Previous Law Firm and customer service experience is preferred. Experience with newer Operating Systems and Office Suites is a plus.
This position requires handling confidential information in an appropriate manner. End user interactions must be handled with diplomacy and tact. Individual must be able to gauge the end user’s technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.
This position involves projects and/or assignments requiring considerable decision-making authority regarding procedures, plans, and schedules. Although there are sometimes problem-solving guidelines for particular problems, there may be no existing procedures or instructions for those problems. The Analyst may be on their own in solving problems and determining satisfactory solutions. Ability to work independently and in a team setting is imperative.
OTHER SKILLS AND ABILITIES:
Must be able to learn and support new and quickly-changing technologies.
Ability to research solutions or information regarding technical issues.
Excellent interpersonal skills.
Good work habits under pressure.
Familiarity with a wide range of standard computer hardware and software.
High energy level.
Must have a good command of the English language in order to provide effective phone, desk-side, and email support.
PHYSICAL DEMANDS/WORK ENVIRONMENT:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Needs ability to use a keyboard to enter and retrieve data.
Must have good eyesight to view computer monitor and the remote monitors of others
Must have good hearing in order to use the telephone with users, clients, and visitors.
Lifting and/or carrying of 15-50 lbs. or more.
Please send confidential resume with cover letter explaining match between your skills and the above job responsibilities, qualifications and education as well as salary requirements to the Firm's HR Manager at firstname.lastname@example.org. Please insert " IT SYSTEMS SUPPORT ANALYST" in subject line of any email submission.
Additional Salary Information: We offer excellent salary, benefits and working environment.