IT Support Analyst II

Position Summary

The IT Support Analyst II is vital in delivering superior technical support within a law firm environment, providing consultative and responsive service to attorneys and staff. This role ensures the seamless operation of office and personal computing technology, enhancing the firm’s ability to serve its clients. The ideal candidate is a detail-oriented professional with strong problem-solving skills, excellent communication abilities, and a customer-first mindset. In addition to resolving technical issues, the IT Support Analyst II will serve as a key resource for user education and continuous service improvement.

Responsibilities

• Deliver phone and deskside support for various desktop, server, and network issues, managing incidents from initial report to resolution.
• Accurately log and document all support activities in the Incident Tracking system, ensuring timely updates and clear communication with end users.
• Troubleshoot and resolve technical problems, including software installations, hardware upgrades, application configurations, and mobile device setups.
• Provide tailored IT training and education during interactions or attorneys and staff.
• Provide technical and logistical support for audio/video conferencing and other technology-related meeting needs.
• Maintain the operational availability of all technological resources, including, but not limited to:
• Workstations (Laptops, desktops)
• Printers
• Data Communication equipment
• Audio-visual equipment
• The IT Support Analyst II is a technical support provider, leader, and problem-solver. They perform as a first-level/second-level technical resource to customers, guiding them through their technical issues. They also function as an escalation resource for other members of the Technology Department, stepping in when complex problems arise.
• Participate in research and testing new applications and projects related to firm-wide implementations.
• Evaluate and analyze incident trends to identify opportunities for process improvements and proactively prevent future issues.
• Participate in continuous improvement initiatives and surface ideas to raise service quality.
• Regularly conduct office visits and conference room checks to ensure all equipment is operational and meets quality standards.
• Manage tickets within the Service Desk Plus system, ensuring updates every three days and adherence to a 1-hour SLA response time.
• Maintain tickets, tasks, and projects within the Service Desk Plus ticketing system.
• Assist with conference setup and take down for Executive or large meetings.
• Support new hire setup, including, device configuration, and deployment, as well as retrieval and management of equipment for departing employees. Assist with device imaging as requested.
• Collaborate with Managed Service Providers (MSPs) on escalated incidents and service requests.
• Continuously contribute to and update the internal knowledge base, ensuring current and accurate documentation.
• Assist with conference setups, particularly for executive or high-profile meetings.
• Perform other duties as needed/requested.

Education and Experience

• Microsoft MCP certification desired; CompTIA A or Network certifications preferred.
• Bachelor’s degree in Computer Science, Information Technology, or related field preferred, or equivalent professional experience (5-7 years).
• Extensive experience with Windows 10, Microsoft Office 365, and Dell & HP workstations.
• Familiarity with ITIL-based Incident Management and Service Desk frameworks, with experience meeting strict Service Level Agreements (SLAs).
• Experience working in a team-oriented, collaborative environment.
• Previous experience in legal or professional services environments is highly beneficial.
• Knowledge of Incident Management

Knowledge, Skills, and Abilities

• Exceptional customer service skills, with a consultative approach to resolving technical issues.
• Excellent analytical and critical thinking skills and ability to manage multiple assignments simultaneously while meeting deadlines and quality standards.
• Ability to prioritize and handle multiple tasks effectively in a fast-paced environment.
• Must be an initiative-taking achiever who benefits from providing excellent customer service.
• Ability to absorb and retain information quickly.
• Strong problem-solving abilities with a keen attention to detail.
• Capable of lifting and moving equipment up to 50 lbs. and traveling as required.

Personal Attributes:

• Positive, solution-oriented attitude with a strong commitment to providing excellent customer service.
• Proactive and driven, consistently demonstrating initiative in resolving issues and improving processes.
• Empathetic and patient in addressing user concerns, always ensuring a professional and courteous demeanor.
• Highly adaptable, able to absorb new information quickly and apply it effectively.

More details about benefits can he found here: https://www.amundsendavislaw.com/careers-staff