Support Analyst

SHR Talent is partnering with a client in Nashville, TN in its search for a Support Analyst. As the Support Analyst, you will report to the Helpdesk Services Manager and will be responsible for responding to all technological needs for the company’s employees which includes, but is not limited to, hardware, software, meeting setups, audio and video setups, printers, network connectivity, mobile devices, and office phones.

The Support Analyst must possess excellent communications, a professional attitude, the ability to work well with others as well as independently, and strong customer service skills.

Responsibilities:

• Answer IT Helpdesk phone calls
• Track all requests in the firm's ticketing system
• Troubleshoot hardware and software issues
• Install hardware and software as needed
• Equipment setup for internal and external meetings
• Set up audio and video conferencing sessions
• Image and profile computers
• Provide after-hours support
• Occasionally provide on-site support to the firms Knoxville location
• Configure mobile devices to receive firm email, contacts, and calendar events
• Replace toner in all printers and copiers
• Track loaner equipment such as laptops, wireless cards, projectors, screens, etc.
• Collaborate with vendors as needed
• Troubleshoot and configure office phones

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field, preferred, but not required
• Experience working in a law firm, a plus, but not required
• 2 years of experience supporting Microsoft Windows 10 and Microsoft Office 2016
• Experience with Skype for Business, Microsoft Exchange, Windows Active Directory
• Experience with network infrastructure devices such as hubs and switches and remote network access programs such as Citrix and Cisco AnyConnect (VPN)
• Experience conducting remote assistance using special software
• Experience with imaging software and audio and video equipment