Technology Support Analyst - San Francisco

Location
San Francisco, United States
Job Type
Full-time
     
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Description

 

As a Technology Support Analyst, you will contribute your expertise to the resolution of complex desktop, notebook, and remote computing issues. Your responsibilities as a Technology Support Analyst will include the installation and maintenance of Firm PC and notebook computer hardware and software. You will be responsible for quickly identifying, troubleshooting, and repairing various Firm Technological devices, as well as acting as mentor, providing support to the more junior members of the team, while accomplishing these and other critical functions:

  • Providing support to desktop and notebook systems, hardware and customer related services. Cisco VOIP administration, and associated equipment related to these systems and applications. Also providing support to printers and Multi-Functional Device (MFD) hardware and settings.
  • Troubleshooting problems of staff and resolves operating problems involving hardware, systems software, and applications software. Troubleshooting a variety of symptoms in order to diagnose the actual problem. Determining whether problem is with technology or end user training and solves problem.
  • Providing assistance to end users for firm-approved applications using a variety of different methods. Software includes: Microsoft Office, Adobe Acrobat, iManage, Litera ChangePro, Intapp Time, Bighand Digital Dictation, Remote Computing (vmware and VPN) and other applications as deemed necessary.
  • Working with Blackberry Enterprise Server, Blackberry UEM & Work to support our mobile platform, including enterprise iPhones, and quickly assessing situations and providing solutions for remote access issues.
  • Setting up, configuring, and installing software in PC computers, notebook computers, printers, drives, boards, modems, and wireless routers.
  • Maintaining an inventory of hardware. Providing relocation of PC systems as needed.
  • Assisting with technical administration tools: SCCM, Active Directory, Exchange Admin Centre, Cisco Call Manager and Printers.
  • Meeting and coordinating with other local Technology department members on product installation, training, and support.
  • Supporting videoconferencing with both internal and external sites.
  • Meeting and coordinating with other local Technology department members on product installation, training, and support.
  • Utilizing SCCM to deploy software packages and updates to end users’ workstations.
  • Setting up conference room to use technology services (e.g. presentations, network connections, and audio/visual).
  • Performing complex maintenance on PC equipment such as computers, notebook computers, printers, and auto-switches. Scanning computers for viruses.
  • Patching connections in Server Room and LAN closets.
  • Providing end-user support by answering a support line and Outlook mailbox. Tracking help calls and solutions by creating Help Desk tickets, and notifying team members when taking an open request and when request is completed.

 

As a Technology Support Analyst, you will be expected to apply your organizational and communication skills while displaying a positive, high-energy attitude. The successful Technology Support Analyst must have expert knowledge and proficiency in a wide variety of software programs, including Windows 10, Microsoft Office 2016, iManage, iManage Work 10, and Litera Change-Pro, expert knowledge of standard hardware components and peripherals, advanced knowledge of Adobe Acrobat, knowledge and proficiency with handheld wireless devices (i.e. BlackBerry, iPhone, and Android) in a corporate environment, knowledge and proficiency of various remote communication methodologies required, including vmware, RSA SecurID technology and VPN, knowledge of network technologies (e.g. server connections, drive mapping, network) and network security (e.g. applying security to folders), working knowledge internetworking, TCP/IP, client/server relationships, network printing and Active Directory, and knowledge of VOIP.  Experience with litigation support applications and methods, videoconferencing and user training, and unattended software deployment tools, such as SCCM, is a plus.

 

A High School Diploma or equivalent is required; a Bachelor’s degree is preferred.  Five (5) years of technology support experience is required.

 

 


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