SmithAmundsen LLC
Job Title: IT SUPPORT ANALYST II
Reports to: IT Service Support Manager
General Functions:
The Information Technology Support Analyst II has the primary responsibility to provide both technical support as well as educational and consultative support to customers. The assigned person will participate in maintaining and improving the timeliness and quality of technology support given to all customers while also ensuring the proper function of personal computing and office technology to provide attorneys and staff the most efficient and effective tools to accomplish business tasks. This includes the proper triage, documentation, prioritization and resolution of customer requests and incidents.
Specific job duties:
o Provides phone and desk-side support from start to completion for all desktop/server related issues including problem assessment/resolution.
o Responsible for manually logging all phone calls made to the Help Desk and ensuring that all issues are captured in the Incident Tracking database.
o Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring applications and mobile devices.
o Actively involved in providing IT training or instruction through customer service interactions and scheduled training sessions.
o Actively involved with the development and delivery of end user IT training.
o Provide technical and logistical support for audio/video conferencing services.
o Identify, review and act upon identified trends.
o Maintain the operational availability of all technological resources, including, but not limited to:
o Workstations (Laptops, desktops)
o Printers
o Data Communication equipment
o Audio visual equipment.
o Perform as a first level technical resource to customers as well as function as an escalation resource for other members of the Technology Department.
o Participate in research and/or testing of new applications and/or projects relating to firm wide implementations.
o Evaluate documented resolutions and analyze trends for ways to prevent future problems.
o Actively participate in continuous service improvement initiatives and surface ideas to raise service quality.
o Participate as an active member of project teams as assigned.
Qualifications:
o Experience in the field of computer science, information sciences, or related field for 5 to 7 years.
o Microsoft MCP desired or other appropriate certification preferred
o CompTIA A+ and/or CompTIA Network+ preferred
o Strong knowledge of computer hardware and mobile devices, including Dell & HP workstations and laptops plus iPhones, Androids, etc.
o Experience with Microsoft Windows 10 Operating system.
o Extensive application support experience with Microsoft Office.
o Proven track record of working under Service Level Agreements and a Service Desk framework.
o Experience working in a team-oriented, collaborative environment.
o Experience of working in a legal/professional services environment beneficial.
Key Performance Areas:
o Excellent organizational, decision making, interpersonal and communication skills.
o Excellent analytical and problem-solving skills and ability to manage multiple assignments simultaneously while meeting deadlines and quality standards.
o Ability to work under pressure and handle conflicts in a professional manner.
o Must be a self-motivated achiever who gains satisfaction from providing excellent customer service.
o Ability to absorb and retain information quickly.
o Keen attention to detail.
Personal Attributes:
o Consistently demonstrates a positive attitude and approach.
o Demonstrates enthusiasm and dedication.
o Consistently displays initiative by proactively providing solutions and driving long term objectives toward completion.
o Demonstrates empathy and focuses on the needs of internal and external customers/contacts where relevant.
o Maintains a courteous and professional manner at all times.
o Ability to lift and move up to 50lbs.
o Ability to travel when required.
Job Type: Full-time
Pay: From $1.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: One location