Technical Support Analyst

The Technical Support Analyst's goal is to meet the exact IT, support, education and application needs of the firms IT users. This includes troubleshooting hardware and software as well as installing, diagnosing, repairing, maintaining, and upgrading PC hardware, mobile devices, printers / copiers, and telephones.

Job Description

ESSENTIAL JOB FUNCTIONS :

• Provide hands on support to users who are experiencing desktop operating system, connectivity and applications issues and provide complete follow-through to successful resolution.
• Perform hardware diagnostics and execute or coordinate repairs in a timely fashion to ensure customer satisfaction.
• Provide 2nd level support various law firm applications such as iManage, Carpe Diem, Aderant and the Microsoft Office Suite.
• Provide 2nd level support for software escalations from the helpdesk.
• Provide 2nd level support for remote access calls escalated from the help desk (Citrix and VPN).
• Assess software compatibility with current operating system and execute on the installation and maintenance of practice specific applications.
• Plan, schedule and execute on computer equipment installations, imaging, upgrades and replacement projects.
• Maintain hardware inventory for PC, Printer and Mobile devices.
• Effectively translate user requests, business needs and technical specifications into formal written documentation.
• Maintain vendor relationship for contact / troubleshooting purposes serving as a liaison with third-party support and PC equipment vendors.
• Performs any and all other duties as necessary and as assigned by your supervisor for efficient functioning of the Department, Office and Firm

QUALIFICATIONS :

CompTIA A+