Snell & Wilmer is one of the largest and most prestigious law firms in the Western United States, with more than 400 attorneys in nine offices. The firm is currently seeking a User Experience Analyst who will work with the User Experience Manager to provide unparalleled deskside, training and legal support. Candidates must be highly skilled and current regarding best practices for supporting attorneys and end-users, excellent communications and technical writing skills.
JOB DUTIES INCLUDE BUT ARE NOT LIMITED TO THE FOLLOWING
Maintain and monitor end-user workstations and productivity of the local area network devices
Configure and support Firm network infrastructure, including PC builds, network printers and VoIP phone system.
Perform maintenance, software installation, end-user support, and training.
Provide primary support to staff on all Firm applications.
Troubleshoot computer problems, determine source and advises on appropriate action.
Act as onsite support for Solution Center, Infrastructure, a Systems teams
Troubleshoot computer platforms including Windows 10 & Mac
Provide support for Android and iOS support for Smart phones and tablets
Install and upgrade software and operating systems.
Manage the installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
Provide updates, status and completion information to manager and users.
Resolve or escalate problems as necessary.
Maintain a strong working knowledge of supported systems and continually strive to enhance knowledge through ongoing training, reading and participating in projects and improvement initiatives.
Train employee deskside with learning new applications and assist in problem solving application issues.
Utilize IT support ticketing system, provide support with documentation including writing FAQ's, instructions, procedures & knowledge-based articles.
Snell & Wilmer offers a competitive performance-based compensation and benefits package, including health and life insurance, 401K, profit sharing, tuition reimbursement, employee assistance program. Snell & Wilmer is an Equal Employment Opportunity employer.
Previous law firm experience
1+ year relevant hands-on professional technical support experience required
Ability to install, configure, troubleshoot and maintain all of the software applications and peripheral equipment.
Strong communication and training skills with the ability to communicate technical information to non-technical users.
Ability to multi-task, manage and appropriately prioritize multiple projects at the same time and continue to work end user requests as needed.
Ability to anticipate end-user technical needs and perform daily and routine tasks while working to resolve open issues with minimal supervision.
Strong technical knowledge of PC hardware, Microsoft Windows, Apple iOS
Experience with CD and USB encryption
Working knowledge of basic network concepts (such as TCP/IP, LAN, WAN, wireless, VPN and IP telephony )
Strong knowledge of MS Office 2016 Suite.
On occasion may require lifting, carrying, and moving light-to-medium weights of up to 75 lbs.
College degree with Computer Science or related course of study preferred.
Must have exceptional human relation skills and attitude