IT Technical Support Analyst
Dallas, TX Highland Park area
Monday-Friday must be willing to work some OT, with hours typically from am-pm OT paid at time and a half
Essential Job Functions
This role will be an in-office support role, supporting a professional staff in Dallas that has several hundred employees at this location.
You'll be working on a small team, and as such, providing dynamic support both in-person and over the phone.
The primary technologies you will be supporting will be software related for the most part, including but not limited to : Windows, Microsoft Office Suite, Citrix, VPN connectivity, Avaya phone support and other hardware and software related issues.
Responsibilities
- Good judgment in assessing user issues; intermediate trouble-shooting methodology.
- Ability to work to the best resolution either through own knowledge or proper, timely escalation.
- Proficient in Windows OS and core application suite; including the Microsoft Suite and various Kirkland applications.
- Remote Computing and Citrix experience.
- Basic PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues.
- Some experience with iOS setup and troubleshooting.
- Basic Networking including wireless experience.
- Basic understanding and knowledge of Voice over IP (VOIP) telephone systems.
- Demonstrates the willingness and ability to help other team members on difficult issues.
- Documents new findings / solutions and processes.
- Adheres to use of call ticketing system for each and every incident ( request, issues, etc.).
- Understands and follows ticket ownership guidelines and system usage.
- Solid ability to research information through internal and external sources.
- Adheres to written procedures, checklists and all quality control associated with project rollouts.
- Participates in on-call and overtime on an as needed basis.
- Ability to setup and troubleshoot video and audio in conference rooms.
Skills we're seeking
- years of experience with IT Support in professional or corporate environments Ideally in both an in-person and phone support environment
- Experience supporting Windows and Microsoft Office
- Experience with Citrix or VPN support
Nice to have experience
- Bachelor's Degree
- Experience working for a law firm
- Experience supporting Avaya phones
- Experience supporting AV or conference room technology
- Experience with AirWatch
- Experience working in a ServiceNow environment
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