Vacancy expired!
Our client, a global law firm, is seeking a Technical Support Analyst
Location: Dallas, TX Position Type: Full Time Job Summary: We are currently seeking a Technology Support Analyst resident in our Dallas office location. Reporting to the IT Manager, the Technology Support Analyst provides support of desktop/laptop computer systems of a moderate to complex nature to ensure end-user productivity and efficiency. She/he will use advanced troubleshooting techniques in order to provide accurate, timely and creative resolutions to end-user and local-office technology-related issues and will provide recommendations for the use of technology in supporting practice-group needs. In addition, she/he will be a liaison between software and hardware engineers within IT (including the Help Desk) and the end user community. Job Responsibilities:- End-user Support
- Responds to end users and clients on technology-related issues and questions;
- Supports the business needs of the attorneys, practice groups, and local-office administrative departments and recommends appropriate applications
- Demonstrates proficiency with the firm's applications
- Provides Level 2 support for practice-group-specific hardware and software
- Performs software installations and upgrades, where necessary
- Responds to and documents situations where standard procedures failed with software or hardware installations or upgrades
- Participates (with testing and documentation) in software pre-pilots, pilots and roll-outs
- Writes technical articles for the internal knowledge base on identified issues, resolutions and work-arounds and on locally managed applications
- Provides status reports to and communicates with the manager
- Performs detailed problem analysis and documents issues and resolutions related to software or network issues and works with Level 3 software and hardware engineers when an issue needs to be escalated
- Communicates with, evaluates usage patterns of, and recommends "best practices" to attorneys and staff to ensure optimal use of the firm's technology based on knowledge of Firm technology
- Supports Practice Support technologies, including applications, temporary war rooms, and trial sites in remote locations
- Performs desk-side coaching, as needed, in conjunction with the Technology Education team, especially during large-scale roll-outs
- Administrative and Operations Responsibilities
- Serves as a knowledgeable resource to team members within the office and the region;
- Provides Mobility support and advanced troubleshooting for approved devices;
- Maintains voice and LAN connections in closets and jacks;
- Performs routine maintenance of servers and applications
- Resolves network hardware and software problems and coordinate with network engineers to correct issues/problems
- Deploys and supports office telephone equipment
- Troubleshoots telephone issues and coordinates with Firm Telecom to correct problems
- Associate's degree (A.A) in a related field, and, minimum 3 years of experience in hardware and software support at a professional-services organization; or, equivalent combination of education and experience.
- To perform this job successfully, the Technology Support Analyst must have an advanced knowledge of office productivity software and the Microsoft operating system.
- Microsoft Office Certification and A+ Certification preferred
Vacancy expired!