Senior Technical Support Analyst

General Purpose :

The Senior Technical Support Analyst provides senior-level support for incident and problem management resolution and serves as owner and primary administrator for Service Desk Systems such as the IT Service Management (ITSM) system.

Acting as the escalation point for complex technical issues reported to the IT Service Desk, they ensure efficient resolution.

Additional responsibilities include administering the Configuration Management Database (CMDB), Knowledge Base, and coordinating the IT Department’s input and use of the tools to ensure the systems are configured correctly and accurate records are maintained.

This is a hybrid position, in-office approximately three days each week.

Essential Duties / Responsibilities :

• Incident and Problem Management Provide senior-level support for incident and problem resolution by conducting root cause analysis for recurring incidents and collaborating with other IT teams to implement preventative measures.
• ITSM Administration Serve as the primary administrator for the ITSM system, managing user access, roles, and permissions, configure and customize ITSM modules to support CMDB and Knowledge Base requirements, and collaborate with stakeholders to identify and implement enhancements to ITSM functionality.
• CMDB Administration Lead the configuration, maintenance, and optimization of the CMDB within ServiceNow, ensure data accuracy and completeness by defining and enforcing Configuration Item (CI) standards and relationships, and implement and maintain CMDB processes and procedures in alignment with ITIL best practices.
• Knowledge Base Administration Develop and maintain a comprehensive Knowledge Base - documenting solutions, procedures, and troubleshooting guides, regularly update knowledge articles to reflect changes in technology and business processes and promote self-service capabilities by creating user-friendly documentation.
• Change Management Participate in change management activities, assessing the impact of proposed changes on the CMDB and Knowledge Base, and coordinating with change management teams to ensure accurate CMDB updates before and after changes are implemented.
• Training and Documentation Develop training materials and conduct sessions for both new and existing IT Service Desk Personnel on CMDB, and the Knowledge Base.

Additionally, identify areas of deficiencies and provide targeted training to address gaps in technical knowledge or skills.

Create comprehensive documentation outlining CMDB, and Knowledge Base procedures and standards to ensure consistent understanding and adherence across the team.

Continuous Improvement Proactively identify opportunities for process improvements and automation for the Service Desk and within the CMDB and Knowledge Base workflows.

Implement enhancements to increase efficiency, accuracy, and compliance with industry standards and best practices.

Technical Support Requests - May answer Service Desk requests (calls or emails) should an event occur that overruns ServiceDesk capability.

Competencies :

Organization & Planning : Proactively takes actions, finds solutions, and displays skills to be efficient and productive.

Communication : Understands the importance of and demonstrates verbal, written, and non-verbal communications.

Team Player : Works within team and cross-functionally to meet required results.

Customer / Client Experience : Creates a consistent and exceptional experience for others, whether directly to external clients / customers or indirectly through internal support, that elevates the overall perception of the firm.

Supervisory Duties (if applicable) :

N / A

Job Qualifications (Education, Experience and Certification) :

Bachelor’s degree in Information Technology, Computer Science, or a related field, with 6-8 years of technical support experience, including at least 2-3 years in a senior-level role.

Alternatively, a high school diploma with 10-12 years of technical support experience in a similar senior-level capacity.

• Strong proficiency in an ITSM system ServiceNow preferred.
• Strong proficiency in CMDB and Knowledge Base systems- ServiceNow preferred.
• Operating Systems : Windows, macOS.
• Networking : TCP / IP, DNS, DHCP, VPN, LAN / WAN technologies.
• Cloud Services : Azure.
• Remote Access Tools : TeamViewer, Remote Desktop Protocol (RDP).
• Collaboration Platforms : Microsoft Teams.
• Scripting and Automation : PowerShell.
• Hardware : Desktops, laptops, etc.
• Mobile Device Management : Microsoft Intune.
• Endpoint Management : Microsoft Endpoint Configuration Manager (MECM)
• ITIL Framework : Understanding of IT service management best practices.
• Proficiency in Microsoft Office (Word, Outlook, Excel).
• Technical Proficiency : Advanced troubleshooting techniques across various hardware and software systems.
• Problem-solving : Ability to identify and resolve complex technical issues efficiently.
• Communication : Excellent verbal and written communication skills to interact with users and team members effectively.
• Customer Service : Strong customer service orientation with a focus on providing exceptional support experiences.
• Analytical Thinking : Capacity to analyze technical problems, identify patterns, and propose long-term solutions.
• Documentation : Proficiency in creating and maintaining technical documentation, including FAQs, and troubleshooting guides.
• Time Management : Efficiently manage workload and prioritize tasks to meet deadlines and SLAs.
• Attention to Detail : Thoroughness in diagnosing issues and documenting solutions accurately.

Physical Requirements :

• While performing the duties of this position, the employee must have the ability to sit, stand and / or walk for extended periods of time;
• manipulate (lift, carry, move) weights of at least ten (10) pounds; have repetitive wrist / hand / finger movement to work on a computer and / or related office equipment;

speak clearly and concisely so listeners can understand; and regularly understand the speech of another person.

The physical demands described here are representative of those that must be met by this position to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment :

Professional office atmosphere. Sedentary work that primarily involves sitting or standing for prolonged periods. Position may require occasional off-hour meetings and events.

The work environment characteristics described here are representative of those this position may encounter while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Mobile Device Management : Microsoft Intune.
• ITIL Framework : Understanding of IT service management best practices.
• Thorough understanding of ITIL principles and best practices, particularly in Configuration Management and Incident Management.
• Proficiency in Microsoft Office (Word, Outlook, Excel).
• Technical Proficiency : Advanced troubleshooting techniques across various hardware and software systems.
• Problem-solving : Ability to identify and resolve complex technical issues efficiently.
• Communication : Excellent verbal and written communication skills to interact with users and team members effectively.
• Customer Service : Strong customer service orientation with a focus on providing exceptional support experiences.
• Analytical Thinking : Capacity to analyze technical problems, identify patterns, and propose long-term solutions.
• Documentation : Proficiency in creating and maintaining technical documentation, including FAQs, and troubleshooting guides.
• Time Management : Efficiently manage workload and prioritize tasks to meet deadlines and SLAs.
• Attention to Detail : Thoroughness in diagnosing issues and documenting solutions accurately.
• Ability to maintain confidentiality.

Note : This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job.

However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

Holland & Hart offers of employment take into consideration a candidate’s education, training, and experience, as well as the position's work location, external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees.

The Colorado salary range - $64,000 - $107,000 and the Washington DC salary range is $70,000 - $117,000. A discretionary bonus may be available based upon performance.

The application window is anticipated to close on or after Friday, April 19, 2024.

Holland & Hart works hard to promote work / life balance with a scheduled work week for most staff employees, a robust wellness program, and generous PTO and holiday pay for eligible employees.

Full-time employees become eligible for benefits on the date hire, with a benefits offering that includes medical, dental, vision, life, AD&D, EAP, STD, and LTD.

Also available are voluntary income protection benefits such as supplemental life, accident, critical illness, and long-term care insurances, as well as a 401(k)-retirement plan with a company match.

In addition, the firm has programs that may provide for educational assistance, free or discounted legal services, and opportunities through the Holland & Hart Foundation, which is a non-profit organization dedicated to creating volunteer opportunities for lawyers, staff, families, and friends of Holland & Hart LLP.

Part-time employees may have access to some of these benefits, which may be on a pro-rated basis.