Analyst - On-Site IT Support

Profile

Analyst - On-site IT Support

The candidate will ensure the proper functioning of personal computing and office technology so that members of the law firm practice and business professionals can most efficiently and effectively accomplish business tasks. Receiving, prioritising, documenting, and actively resolving customer requests and escalations from the Technology Help Desk. Problem resolution will involve the use of incident management tools (ServiceNow), as well as hands-on support at the on-site level. Provide technical support for the Firm's application portfolio including Microsoft Office and a broad array of specialized applications that serve the law practice and administration; maintain a deep understanding of the capabilities of each application in the portfolio. Conduct new joiner orientation covering the essential elements of the Firm's end user computing environment. Perform hands-on technical support, including installing and upgrading software, installing hardware, managing mobile devices 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 and manages support incidents in the Firm's incident management solution. Provide Tier 2 technical support for client facilities such as video conferencing and audio conferencing services. Lead, coordinate and participate in improvement initiatives as they relate to the on-site IT computing environment and service delivery. Serve as an advocate for the organization’s information security management system; assist members of the law practice and business professionals to work efficiently within the ISMS framework. Test fixes to ensure problems have been adequately resolved. Perform post-resolution follow-up to end user requests. Evaluate documented resolutions and analyses trends for ways to prevent future problems. Field incoming requests from members of the law practice and business professionals via both telephone and e-mail in a courteous manner. Build rapport with the members of the law practice and business professionals. Perform preventative maintenance, including checking and cleaning of 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 final resolution. Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and frequently asked question resources on the Internet to aid in problem resolution. Understand the essential responsibilities of the position and work continuously to build and improve the skills necessary to be proficient in the role. Serve as a back up to other IT Support Analysts (both local and remote) as needed. Serve as a lead Audio Visual SME for live meetings and events held onsite or at remote locations as requested. Support, operate and maintain AV equipment for live meetings and events. Provide support and demonstrate expert knowledge for online webinar tools and applications. Ensure effective communication with Managers and IT staff. Provide high quality customer service to all staff. Be responsive and reliable for driving issues to resolution.

Company info

Baker & McKenzie.
300 East Randolph Street Suite 5000
Chicago
Illinois
United States 60601
Website : http://www.bakermckenzie.com