JOB TITLE:                          Technology Support Analyst (L2) 

DEPARTMENT:                    Technology Services 

REPORTS TO:                       Technology Services Manager 

FLSA CLASSIFICATION:     Exempt 

LOCATION: 

This position is available in the following office location(s) – San Francisco, CA 

JOB SUMMARY 

The Technology Support Analyst (Level 2) provides advanced technology support and customer service to all firm employees. The Technology Support Analyst (Level2) works in tandem with the level 1 Technical Support team to resolve inquiries to a wide range of technology requests, including firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices quickly and accurately, as well as providing training/knowledge transfer to Level 1 analysts. The Technology Support Analyst(Level 2) will act as the first escalation point for the Level 1 Technical Support team. They will collaborate with Level 3 analysts to research and troubleshoot complex high priority and high impact issues while ensuring a high degree of customer service. The Technology Support Analyst (Level 2) will help facilitate and support the daily operation of AV technology services for all conference rooms in the local office. The Technology Support Analyst Level 2 is responsible for providing individual and small group education on firm-supported software and hardware, will identify training needs, prepare training materials, conduct new onboarding training. 

ESSENTIAL DUTIES ANDRESPONSIBILITIES* 

•  Provide onsite and remote advanced technology support to employees in all firm locations relating to firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices. 

• Diagnose, troubleshoot and resolve escalated software, hardware, security and network incidents from Level 1 Technical Support team, escalating to Level 3 analysts or higher-level support as needed. 

• Provide explanation and training to Level 1 Technical Support to build technical knowledge, including firm policies and procedures. 

• Use remote control tools to assists customers when needed. 

• Clearly and concisely log details using the Technical Support ticketing system, including the opening, closing, resolution, escalation, and tracking of user requests. When escalation to Level 3 or higher-level support is required, ensure information is thorough and current to ensure an effective handoff. 

• Provide regular status to customers for issues that need time to troubleshoot and research, including updating the Technical Support ticketing system until the request is completed 

• Anticipates customer needs and proactively identifies solutions 

• Translates technical concepts into easy-to-understand language to assist non-technically oriented customers 

• Performs new arrival technology onboarding/setup to ensure that new hires have all necessary knowledge, information and access to perform their role 

• Perform ongoing individual and small group education on firm-supported software and hardware as needed, as well as new applications and offerings 

• Collaborate with technical owners to prepare, update and maintain training materials for new programs 

• Image, configure and deploy laptop and desktop in an enterprise environment as needed. 

• Report trends and unusual inquiries received to Technical Support to department leadership to identify issues and problems with the technology platform. 

• Collaborates with the manager in developing processes, policies and standards for technology services. 

• Participates in software and new service testing, as well as provide feedback to relevant technical owners on new products and software updates. 

• Participates in regularly scheduled technology calls to understand firm strategies and new products and services. 

• Completes special projects as assigned. 

• Conference room and video conference meeting support, including the setup/testing/breakdown of technology equipment as needed. 

MINIMUM QUALIFICATIONS 

Knowledge/Skills/Abilities: 

•  Proficient knowledge in Microsoft Windows, Microsoft 365, and Microsoft cloud-based apps, including Outlook, Word, Excel, PowerPoint, OneNote, Teams and SharePoint. 

• Proficient knowledge in troubleshooting complex issues relating to computer software, hardware, phones, printers and mobile devices. 

• Working knowledge of Active Directory, SCCM, OSD Cloud and Autopilot enrollment. 

• Experience using remote connectivity and remote-control software tools, including Citrix VDI and VPN, to troubleshoot and assist customers. 

• Working knowledge of general data security protocols and requirements to maintain a safe and secure technology platform. 

• Understands general network architecture, including switches, routers, circuits, virtual servers and datacenters. 

• Strong troubleshooting knowledge with skills in decision making and strategic thinking. 

• Strong attention to detail. 

• Able to work independently and as part of a team. 

• Organized and consistently executes tasks effectively and efficiently in high pressure situations. 

• Excellent interpersonal skills including responsiveness, professionalism, verbal and written communication skills, active listening and customer care. 

• Ability to translate technical concepts to non-technical people. 

• Flexibility to adapt to changes in tasks, projects or processes, whether planned or unforeseen. 

Education: 

•  Bachelor’s Degree, or equivalent experience preferred in lieu of degree. 

Experience: 

•  3+ years of related advanced Technical Support experience, supporting cloud-based services, computer software, computer hardware, A/V hybrid meetings in a large corporate IT setting. 

• Experience delivering technology training preferred. 

• Experience delivering white glove customer service. 

• Legal industry experience strongly preferred.