Senior Desktop Support Analyst

Responsibilities:

• Act as the escalation point for the IT Support Desk, taking ownership of calls and problems and either resolving the problem and closing out the call with the user or documenting the steps taken for remediation
• Provide first-tier technical support to local and remote end users
• Work independently to record, track, and document requests in the ticketing system and ensure all steps through to final resolution have been captured in the system
• Install, configure, troubleshoot, monitor, and maintain users’ desktop software and hardware; and support the mobile workforce
• Provision and deploy iPhones per Firm Policy
• Perform printer and photocopier set-up and configuration
• Manage hardware inventory

Required:

• Degree in information systems or related field from an accredited body or a combination of education and a minimum of three years’ experience working in a similar position
• Excellent oral and written communication skills
• Solid customer service and follow-up skills
• Experience providing support to local and remote location end users
• Knowledge of basic network concepts (DNS, TCP IP, Windows Networking, Ethernet, Active Directory)
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to work independently and in a team environment
• Ability to safely lift up to 50 lbs. to move and redeploy IT equipment as needed
• Ability and willingness to work extended hours or a modified schedule to support planned activities or emergencies with little notice
• Technical knowledge of Windows 10 / 11, Microsoft Office 2016, iOS
• Experience with iManage, ViewPoint, Aderant, Mitel, DUO, VNC, TeamViewer, and Maas 360 would be a plus