Exciting Opportunity: Technical Support Analyst

Are you a tech enthusiast with a passion for helping others? Join our dynamic team as a Technical Support Analyst and be part of an organization that values innovation and exceptional service. If you love solving problems, providing top-tier support, and working on special projects, this is the role for you!

Schedule:

• Contract: 8:30 AM – 5:00 PM

placement: 3 month contract (Possibility for extension!)

Role Overview:
The Technical Support Analyst will be responsible for delivering exceptional technical support to attorneys and staff. This includes troubleshooting hardware, software, and networking issues, managing service requests, and working on special projects to improve our systems and processes. Whether it's providing deskside or phone support, you'll be the go-to person for resolving tech issues and ensuring smooth operations.

Key Responsibilities:

• Resolve incoming technical issues from customers related to hardware, software, networking, and other computer technologies while adhering to service level agreements.
• Analyze and resolve problems based on shifting priorities, resources, and time frames. Document solutions in the call tracking system.
• Accurately document all support requests in the Help Desk system and escalate issues to the appropriate support channels when needed.
• Monitor trends in support calls and provide feedback to the team and manager on any emerging issues or patterns.
• Stay updated on relevant products, support policies, and methods of service delivery. Participate in procedural improvements and development.
• Assist with the implementation of special projects as needed.
• Test and evaluate new technology solutions to improve processes.
• Set up and troubleshoot smart devices using Airwatch MDM.
• Conduct new hire visits to demonstrate best practices for hardware, software, and remote access setup.
• Provide outstanding client service and maintain professionalism in all interactions.
• Continuously improve technical skills through self-training, research, and participation in internal and external training opportunities.
• Provide timely and efficient execution of support requests.
• Participate in the after-hours pager rotation, offering 24/7 on-call technical support.

Qualifications:

• Advanced knowledge of personal computers, including hardware, operating systems, software, and legal applications (e.g., Interwoven, Elite, ChangePro).
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Ability to deliver excellent client service to internal and external customers.
• Sound negotiation skills and the ability to build and maintain effective relationships.
• Strong organizational skills with the ability to prioritize tasks in a dynamic, fast-paced environment.
• Team player who is enthusiastic, friendly, and works well both independently and collaboratively.
• Ability to lift and carry items weighing up to 50 lbs.

Education:

• Bachelor’s Degree in Computer Science, Information Systems, or a related field. Equivalent training or experience may be considered.

Experience:

• Minimum of three (3) years of relevant experience, demonstrating the knowledge and skills necessary for the role.
• Experience supporting Office 2019 Suite, Windows 10, and remote access tools (e.g., Citrix, VPN, Remote Desktop).

If you’re ready to take your technical support career to the next level, apply now and join our team of professionals dedicated to delivering exceptional service!

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Posted On: Wednesday, January 22, 2025