The End User Support Analyst troubleshoots application, and hardware issues and provides solutions from inception to successful resolution.
Provides support for attorneys and staff for all technology related needs.
Performs offsite meeting and/or trial site set ups and support as needed.
Collaborates closely with others in firmwide and office-based Information Technology groups, attorneys, staff, and vendors.
Ensures client service and satisfaction are attained in all areas of position.
End User Support
Provides in-depth troubleshooting and issue resolution for desktop applications. Ensures problem solving and solutions reflect understanding of software and hardware integration and functioning. Uses firm and vendor provided knowledge bases as well as other resources to research and resolve issues. Shares knowledge gained with others in Information Technology throughout the firm.
Provides support for specific hardware such as desktop and notebook computers (PC and Mac), system peripherals, iPhones, iPads, wireless connectivity, printers, and Multi-Function Printers (MFPs). Understands set up, configuration, and use of dual monitor displays and other specialized hardware configurations.
Understands configuration of firm operating systems and utilities. Preserves user data and images systems. Follows established policies and procedures in supporting applications and hardware.
Logs technical support incidents and requests into the ticket management system from live calls, email, and voice mail systems. Monitors support center incidents assigned to the team to ensure department service levels are met for responding to and resolving incidents on premise and in remote environment. Provide updates to incidents indicating acted upon resolution and communication to user.
Communicates proactively with end users to ensure issues are clarified, effectively addressed, and resolved with appropriate urgency. Ensures end user satisfaction; maintains accountability throughout resolution, including when issue is delegated or handed off.
Assists with user account management; creates, adds, changes, or deletes account information for various systems as necessary.
Provides desk-side training as needed. May deliver training on Firm standard hardware and software as well as specialized software and hardware used in the office as needed. Skilled in the use of MS Teams, Zoom, WebEx and other online collaboration tools to facilitate training.
Assists Infrastructure team with server maintenance, configuration, and troubleshooting adhering to firm standards and guidelines.
Sets up special function machines for Code Review (work closely with ERM) and ensures firm policy and security are applied.
Trial/Off Site Support
Provides software/hardware support and troubleshooting for programs, meetings, trials, etc., working off-site as required.
Provides setup and support of trial/off site infrastructure (routers, switches, and servers).
Conference Room and Hardware Support
Responds to requests for conference room technology, ensuring seamless service that anticipates user needs and priorities. Coordinates with Reception and Facilities staff to ensure needs are identified and addressed. Provides ongoing guidance and support for conference room technology needs and questions.
Schedules, coordinates and monitors video and audio conferences, including appropriate support and instruction for users.
ABOUT YOU
Bachelor's degree in Information Systems, Computer Science, or a related field preferred; equivalent coursework or experience may be considered.
Minimum of five years of experience in PC hardware and software support, with a strong understanding of LAN/WAN infrastructure and server environments.
Proficiency in Windows operating systems, with advanced knowledge of Microsoft Office applications, including Word, Outlook, Excel, and PowerPoint.
Recent and relevant industry certifications (e.g., CompTIA, Microsoft, ITIL) strongly preferred.
Prior experience in a law firm or professional services environment is highly desirable.