Senior Technology Support Analyst

Job Description

Job Description

Please send resume should you be interested in the following Senior Information Technology Support Analyst position located in Chicago.

This is a full-time, direct-hire position with a salary between 100-115K plus awesome benefits. If youre not interested, please pass along to your colleagues as we do pay referral fees.

Job Title : Senior Technology Support Analyst

Location : Chicago (Downtown)

Salary : 100-115

OT Eligible : NO

Work Environment : 5 days in-office for the first 30 days, then 3 days in office, 2 days remote

Daily hours : 8am-4pm

HIGHLY PREFER CANDIDATES WITH LAW FIRM EXPERIENCE

Candidates MUST HAVE

Experience leading / mentoring a team

Project Experience

Job Description :

The Technology Support Analyst (Level 3) reports to the Technology Services Manager and provides expert technology support and customer service to all firm employees.

The Technology Support Analyst (Level 3) is responsible for resolving inquiries to a wide range of technology requests, including firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices quickly and accurately, as well as providing training / knowledge transfer to Level 1 & 2 analysts.

The Technology Support Analyst (Level 3) will work directly with technology department service owners as needed to solve complex high priority and high impact issues while ensuring a high degree of customer service.

The Technology Support Analyst (Level 3) is responsible for providing individual and small group education on firm-supported software and hardware, will identify training needs, prepare training materials, and conduct new onboarding training.

ESSENTIAL DUTIES AND RESPONSIBILITIES*

• Provide onsite and remote technology support to employees in all firm locations relating to firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices.
• Utilize expert-level knowledge to troubleshoot escalated requests to resolve a variety of technical issues while recognizing and following applicable firm policies and procedure.
• Use remote control tools to assists customers when needed.
• Research complex technical requests that cannot be solved as part of first-call resolution.
• Clearly and concisely log details using the Service Desk ticketing system, including the opening, closing, resolution, escalation, and tracking of user requests.
• Provide regular status to customers for issues that need time to troubleshoot and research, including updating the Service Desk ticketing system until the request is completed.
• Anticipates customer needs and proactively identifies solutions.
• Translates complex, technical concepts into easy to understand language to assist non-technically oriented customers.
• Provide explanation and training of technical resolutions and solutions to Level 1 and Level 2 analysts in order to build knowledge across the support team.
• Perform new arrival onboarding to ensure that new hires have all necessary knowledge, information and access to perform their role.
• Perform ongoing individual and small group education on firm-supported software and hardware as needed, as well as new applications and offerings.
• Plan and manage training plans for large groups, such as fall associate and summer associate programs.
• Collaborate with technical owners to prepare, update and maintain training materials for new programs.
• Maintain and coordinate training schedules and sessions.
• Build, maintain and coordinate training content in the firms LMS.
• Image, configure and deploy laptop and desktop in an enterprise environment as needed.
• Report trends and unusual inquiries received to the Service Desk to department leadership to identify issues and problems with the technology platform.
• Collaborates with the manager in developing processes, policies and standards for technology services.
• Participates in software and new service testing, as well as provide feedback to relevant technical owners on new products and software updates.
• Participates in regularly scheduled technology calls to understand firm strategies and new products and services.
• Completes special projects on various issues as needed.

Knowledge / Skills / Abilities :

• Expert knowledge in Microsoft Windows and Microsoft Office, including Outlook, Word, Excel, PowerPoint, web-browsing and SharePoint.
• Expert knowledge in Microsoft Teams.
• Expert knowledge in troubleshooting complex issues relating to computer hardware, phones, printers and mobile devices.
• Advanced knowledge with remote access, including Citrix, VPN and VDI.
• Advanced knowledge of Active Directory and SCCM.
• Experience using remote connectivity and remote control software tools in order to troubleshoot and assist customers.
• Advanced knowledge of general data security protocols and requirements to maintain a safe and secure technology platform.
• Understands general network architecture, including switches, routers, circuits, virtual servers and data centers.
• Strong troubleshooting knowledge with skills in decision making and strategic thinking.
30+ days ago