Technical Support Analyst-DC

Location
Washington, DC
Job Type
Full-time
     
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Description

TECHNICAL SUPPORT ANALYST

 

Under the direction of the Help Desk Manager, this role provides direct technical support to all attorneys and staff, including identifying, researching, and resolving end user issues.

Position Hours

9:30 am - 6:00 pm

Responsibilities/Essential Functions

  • Provide expert telephone support to our customers, troubleshooting a variety of software, hardware and network issues to point of resolution or escalation
  • Ability to analyze root cause of incidents and quickly determine resolutions
  • Research and write appropriate technical documentation on applications and processes
  • Log customer calls, maintain records of tasks, and capture final solutions in the on-line help desk system, IQTrack
  • Take on and thoroughly complete both individual projects and assigned components of team initiatives while meeting all applicable deadlines
  • Provide floor support as needed
  • Route tickets to the appropriate person within the Department for resolution in accordance with established escalation procedures
  • Provide status reports to customers throughout the life of an issue or request
  • Ability to adhere to firm security policies and ISO compliance controls
  • Closely track information associated with the distribution of laptops, printers, and mobile devices from the Firm’s loaner pools and follow proper procedures to protect the Firm’s investment in these devices
  • Distribute toner cartridges to customers as needed
  • Test and evaluate software and hardware products
  • Must be available for weekend shifts, on-call rotation and other overtime
  • The firm requires that the duties and responsibilities of this position be performed onsite during scheduled work hours.
  • Other duties as assigned

 

Education and Experience

  • College degree preferred; technical certifications a plus
  • 5+ years relevant technical support experience preferred.  Prior law firm experience preferred.
  • Support experience with PC and laptop hardware as well as HP laser printers
  • Experience with Windows operating systems, OpenText Document Management, IE, Adobe Suite and a general understanding of local/wide area networking
  • Experience with mobile device troubleshooting and mail configuration

 

Knowledge, Skills and Abilities

  • The ability to communicate professionally and effectively, both in oral and written form
  • The ability to multi-task, prioritize/coordinate deadlines and track progress of tasks
  • Strong customer service orientation
  • Ability to demonstrate attention to detail and accuracy
  • Must maintain confidentiality of work related information and materials
  • Must establish and maintain effective working relationships in and out of a team environment
  • Ability to quickly develop expert level knowledge in systems within organization
  • Responsible for developing and maintaining relevant subject matter expert procedures and standards
  • Must be able to provide administration & support related to systems within organization
  • Resourceful problem solving and ability to create and implement effective procedures
  • Ability to organize work flow and use time efficiently
  • Understands and adopts the organizational structure
  • Possesses the attitude of collaboration and sharing
  • Willingness to learn and adopt new methodologies
  • Flexibility to work overtime on an as-needed basis

 

Work Environment/Physical Demands

  • Position operates in a professional office environment which is usually quiet to moderate
  • While performing the duties of this job, the employee is required to have ordinary ambulatory skills sufficient to visit other locations; and the ability to stand, walk, stoop, kneel, and crouch.  Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read information.  The employee frequently is required to sit, reach with hands and arms, talk and hear
  • The employee frequently lifts and/or moves objects up to 10 pounds and occasionally lifts and/or moves objects up to 50 pounds

 


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