SUPPORT ANALYST 

The Support Analyst will have a minimum of two year's experience in supporting end user equipment in a high volume corporate or law firm environment. The Support Analyst provides technical support for the business and for end user devices, both hardware/software, including PCs, laptops, IP telephones, and mobile devices. 

Duties: 

• Field incoming help requests from end users via telephone and e-mail in a courteous manner 

• Ensure all requests from users are logged and escalation procedures are followed 

• Maintain problem status/resolution information in ticketing database 

• Ensure SLAs are met by reviewing the Help Desk inbox and tickets 

• Escalate issues and collaborate with the appropriate IT teams to find resolutions 

• Update Help Desk knowledge base with accurate and up-to-date information 

• Troubleshooting problems with Windows based workstations, custom applications, email, network and peripheral equipment 

• Troubleshoot Android and Apple iOS software issues 

• Maintain expert level knowledge of the platform’s operating systems, standard applications, and computer hardware solutions 

• Work overtime as required 

Qualifications: 

• College degree required in a technology discipline (preferred)  

• Two years' professional experience supporting end user equipment in a high volume corporate or law firm environment 

• Must have excellent customer service skills, communication skills and be a team player 

• Must possess a solid understanding of PC hardware/peripheral devices, Active Directory, standard operating systems (Windows 7/10) and Microsoft Office applications 

• Experience supporting mobile technologies iOS and Android