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Seeking a full-time IT Service and Support Analyst to join the help desk team.

Responsibilities:

• Respond to Help Desk requests via telephone, email, via remote access, and in-person.
• Track all end-user support activities through an incident tracking system. Service Now experience is a plus.
• Diagnoses and resolves end-user network or local printer problems (both in the office and at home), PC hardware problems and software, e-mail, internet and local-area network access problems.
• Delivers, tags, and configures end-user PC desktop hardware, software, and peripherals as needed and assigned.
• Participate in a rotating on-call schedule that involves after hours and weekend support and availability requiring remote access and telephone coverage.
• Develop and maintain an advanced level of proficiency with software and hardware in use.
• Works as part of the Customer Experience Team, providing exceptional service and support to all end-users( aka, internal and external customers).
• Occasionally visit other offices to provide onsite assistance and inventory tasks as needed.
• Coordinate set up of New Hire accounts, as well as equipment for orientation.

The Customer Experience team as provides 24/7 support services through rotating on-call shifts for after hours and weekend support.

Requirements

• Bachelors degree in computer science (or equivalent work experience) is preferred.
• 2+ years of experience working in a law firm environment.
• Advanced knowledge of the Windows operating systems, Microsoft Office, desktop/laptop hardware and mobile device (Apple/Mac experience is a plus).
• Ability to work with videoconferencing equipment, document management systems (iManage), printers, mobile device management, Citrix/VDI, and other software applications in a legal environment.