Technology Support Analyst I

Profile

Technology Support Analyst I
The candidate is responsible for day-to-day support of PC hardware and software. This includes installing, diagnosing, repairing, maintaining, and upgrading of personal computers and related systems. Computer Science or Technical qualification is needed. Should preferably have 3-4 years of experience in a professional services environment, law firm experience preferable. Must have strong analytical skills and the ability to operate in extreme high-pressure situations, successfully handle multiple priorities and possess a high level of discipline while remaining flexible. Should have experience in the areas of responsibility listed above, the successful candidate will demonstrate expertise in providing prompt, professional and courteous services on all customer requests, problems, and queries. Must have excellent oral and written communication skills, must show strong interpersonal and customer service skills, and will have the ability to be process-oriented yet flexible. Must be able to interact with individuals in all levels of the Firm’s business. Good judgment in assessing user issues; intermediate trouble-shooting methodology is needed. Should have the ability to work to the best resolution either through own knowledge or proper, timely escalation. Should be proficient in Windows 10 OS and core application suite; including the Microsoft Suite and various applications. Basic PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues are needed. Some experience with iOS setup and troubleshooting. Basic Networking including wireless experience. Basic understanding and knowledge of Voice over IP (VOIP) telephone systems. Should demonstrates the willingness and ability to help other team members on difficult issues. Documents new findings/solutions and processes. Adheres to use of call ticketing system for each and every incident (e.g. request, issues, etc.). Understands and follows ticket ownership guidelines and system usage. Solid ability to research information through internal and external sources. Adheres to written procedures, checklists and all quality control associated with project rollouts. Participates in on-call and overtime on an as needed basis. Ability to setup and troubleshoot video and audio in conference rooms. Strong verbal, and written communication skills are needed. Must be able to demonstrate strong interpersonal and customer service skills and will have the ability to be process-oriented yet flexible. Audio Visual experience a plus. Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues. Knowledge and the ability to support Microsoft operating system, including networking component, hardware, peripheral devices. Knowledge and experience in conference center environment.

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