The Technical Support Analyst is responsible for assisting the end user to ensure that technology hardware and software within the Firm meet business requirements and that end users can accomplish business tasks. Supporting end-users technology requests (including daily support of 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.
This position also participates in various IT projects intended to continually improve/upgrade the desktop infrastructure. Assists the Technology Support Services Manager in the areas of analysis and problem solving with the potential to affect the successful execution of business transactions.
The position requires a high level of professionalism when interacting with attorneys and the Firm's clients. Therefore, it is expected that the Technical Support Analyst will dress professionally and act appropriately. Must be able to perform the essential duties of the position in a stressful, always fast-paced environment.
Essential Duties and Responsibilities:
Receive and respond to Help Desk calls, emails, and voicemails with the objective of resolving as many problems as possible on the initial contact via phone and/or remote access.
Document the end user request or issue as well as decisions made, actions taken, and final resolution into the appropriate knowledgebase .
Escalate requests (when required) to the appropriate MHIT team.
Access in-house knowledge bases and Internet resources to aid in problem resolution.
If a request cannot be resolved remotely, desktop resolution may be required including, issue analysis, installing and upgrading software, installing hardware, configuring applications or hardware.
Maintain the existing desktop equipment in a stable condition. Includes all tasks necessary to anticipate problems whenever possible. Ideas, plans and options should be discussed with the
Technology Services Manager as soon as practical so that a plan to address a potential problem can be implemented before that problem reaches a critical point.
Handles assigned projects from Technology Support Services Manager in their entirety with minimal supervision.
Provides after-hours support on an "on-call" basis. The position requires all Technical Support Analysts have smart phones for on-call support. The Technical Support Analyst will receive overtime for any after-hours calls or emails supported.
Technical Support is provided to the Firm during the business hours of 7:30 am – 6:00 pm Monday – Friday with on-call support before and after normal business hours and 24-7 support Saturday, Sunday and Holidays. Technicians are required to be flexible with working hours as the entire shift must be covered in the event of absences of other team members.
Assist in maintaining a physical inventory of desktop hardware.
Assist in conducting hardware and software upgrades, rollouts and special projects on an as needed basis.
Coordinate the repair or upgrade of hardware and desktop software with vendors if required.
Utilize procedures to document problems, recommend constructive improvements to procedures, and ensure updated procedures are written and followed.
Follow appropriate procedures for checking in/out loaner equipment such as laptops, MiFi devices, chargers, etc. and maintain the loaner inventory.
Perform equipment move requests as needed.
Advanced skills required for setup, troubleshooting, and support of audio and video conferences with multiple locations.
Have working knowledge of the following systems for user administration (Active Directory, SCCM, Exchange Management Console, and Print Server administration).
Other miscellaneous duties as requested to enhance the overall operation.
Must be able to troubleshoot issues with problematic documents and use of tools to create legal documents.
Knowledge, Skills and Abilities Required:
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.