Mintz, Levin, Cohn, Ferris, Glovsky and Popeo, P.C.
August 28, 2018
Full Time - Experienced
Information Technology (IT), Operations
The Desktop Analyst delivers primary 3rd level support to the user community. Analysts are responsible for the day-to-day desktop systems deployment, maintenance and support. In addition, Analysts will handle assigned project work, research, moves and replacement equipment requests. This position works closely with the Helpdesk and other Information Technology groups to ensure timely and reliable service.
The work schedule will be 11:00 am - 7:00 pm for this position.
Install, configure and troubleshoot desktop and laptop hardware, peripherals, operating system and firm business software.
Troubleshoot client side network connectivity issues both hardware (NIC/cabling) and software (application connectivity to servers/Internet).
Configure and troubleshoot both HP network class and local printers.
Perform interoffice computer equipment moves and new employee setups.
Troubleshoot remote access issues both software and hardware.
Setup and troubleshoot various Smartphone devices.
Research and resolve software/hardware errors through OEM, vendors and technical literature while routing other issues to appropriate staff when applicable.
Monitor desktop queue and respond promptly to tickets keeping the user informed of status and resolutions while maintaining the firm’s service level agreement.
Clearly document each case in call management software, annotate all updates and properly document a final resolution.
Perform audio-visual setups including video conferencing, LCD projectors, laptops and live web cast configurations.
Maintain and document inventory and supply needs including monitors, keyboards, mice and other peripherals.
Coordinate with Operation group on all equipment moves, relocations and setups.
Be part of After Hours rotation, providing 24x7 technical support for the firm.
Assume additional responsibilities as requested.
Bachelor’s degree preferred.
2-4 years of desktop experience in a professional services environment.
Excellent computer skills, including proficiency in using Windows 10, Active Directory, Office 2016, Outlook 2016, iManage DeskSite, System Center Endpoint Protection, Citrix, VPN. Hardware includes HP desktops, Lenovo laptops, Smartphones, HP printers and scanners. Ability to quickly get up to speed and master new applications and software is critical.
Exceptional hardware and software problem-solving and analytical abilities.
Demonstrated proficiency with rollouts, migrations and upgrades are required.
Possess excellent written and verbal communication skills.
Strong organizational and administrative skills.
Excellent attention to detail and ability to execute through to completion.
Creative problem solving skills, reasoning ability, and logical thought process.
Ability to work under pressure, prioritize competing demands, and meet various deadlines.
Demonstrated ability to professionally interact and collaborate with colleagues at all levels.
Ability to work independently and as part of a team.
Outstanding sense of customer service.
Enthusiastic, proactive, and positive attitude.
Must be self-motivated to produce quality work.
High level of integrity and honesty.
Individuals should possess or consider pursuing MTA/MCSA certification and specialized computer training.