The On-site IT Support Analyst will ensure the proper functioning of personal computing and office technology so that end users can most efficiently and effectively accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving customer requests and escalations from the Technology Help Desk. Problem resolution will involve the use of incident management tools, as well as hands-on support at the on-site level.
Responsibilities:
Perform hands-on fixes, including installing and upgrading software, installing hardware, managing mobile devices, supporting video conference equipment and software, and configuring applications
Own and drive issues to resolution including escalation to specialized resources within the broader IT organization. Remain engaged on issues until resolution
Provide technical support for client facilities such as video conferencing and in-room systems, along with audio conferencing services
Participate in improvements as they relate to the on-site IT environment
Serve as an advocate for the organization’s information security management system. Assist customers to work efficiently within the ISMS framework
Test fixes to ensure problems have been adequately resolved
Perform post-resolution follow-ups to customer requests
Evaluate documented resolutions and analyze trends for ways to prevent future problems
Field incoming requests from customers via both telephone, mail, or instant messaging applications in a courteous manner Build rapport with customers
Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals
Prioritise and escalate problems (when required)
Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
Apply diagnostic utilities to aid in troubleshooting
Access software updates, drivers, knowledge bases, and frequently asked questions about resources on the Internet to aid in problem resolution
Understand the essential responsibilities of the position and works continuously to build and improve the skills necessary to be proficient in the role
Support, operate, and maintain AV equipment for live meetings and events
Provide support and demonstrate expert knowledge of the online webinar tools and applications
Act as a backup trainer when requested
Skills and Experience:
Experience working in a law firm or professional services is required
Strong Experience in the field of computer science, information sciences, or related field
Microsoft MCP desired or other appropriate certification
Strong knowledge of computer hardware with a focus on workstations and laptops
Experience with Microsoft Windows 10
Significant application support experience with Microsoft Office 2016 or higher
Proven track record of working under Service Level Agreements and a Service Desk framework, along with responding to and managing and resolving support desk tickets
Experience working in a team-oriented, collaborative environment
In cases where support needs to be provided in languages other than English, proficiency in English is also required
Flexibility to work on projects and tasks outside of business hours and on weekends to ensure minimal disruption to the business will be necessary from time to time
Hybrid work schedule--three days in office and two remote unless business dictates otherwise
