Technology Support Analyst

**GENERAL PURPOSE OF THE POSITION**

This position reports to a Regional IT Manager and provides support of desktop/laptop computer systems of a moderate to complex nature to ensure end-user productivity and efficiency. The Technology Support Analyst 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, the Technology Support Analyst serves as a liaison between software and hardware engineers within IT (including the Help Desk) and the end user community.

**PRIMARY FUNCTIONS AND RESPONSIBILITIES**

**Responsibility**

**End-user Support**
- Responds to end users and clients on technology-related issues and questions;
- 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
- 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

**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.
- Resolves network hardware and software problems and coordinates with network engineers to correct issues/problems.
- Deploys and supports office telephone equipment.Troubleshoots telephone issues and coordinates with Firm Telecom to correct problems.

**Other**

Other duties as assigned.

**SUPERVISORY RESPONSIBILITIES**

This job has no supervisory responsibilities.

**EDUCATION AND EXPERIENCE**

This job requires:

- an Associate’s degree (A.A) in a related field, and,
- minimum 2 years of experience in hardware and software support at a professional-services organization; or,equivalent combination of education and experience.

**OTHER QUALIFICATIONS AND REQUIREMENTS**

To perform the job successfully, the Technology Support Analyst must demonstrate the following knowledge skills and abilities:

- Strong customer-service orientation
- Technical skills
- Written communication skills
- Verbal communication skills
- Strong interpersonal skills
- Self-starter
- Ability to work individually and as part of a team
- Planning and organizational skills
- Problem solving skills
- Ability to adapt to change and balance competing demands
- Advanced arithmetic skills (compute rate, ratio, percent; able to draw and interpret graphs and charts).
- Ability to solve practical problems dealing with a variety of variables where little standardization may exist.Ability to read and interpret general business documents, instructions and manuals; write routine business correspondence; and speak effectively with employees, clients and vendors.

**COMPUTER SKILLS**

To perform this job successfully, the Technology Support Analyst must have an advanced knowledge of office productivity software and the Microsoft operating system.

**CERTIFICATES, LICENSES, REGISTRATIONS**

Microsoft Office Certification and A+ Certification preferred

**PHYSICAL DEMANDS**
- While performing the duties of this job, the employee is regularly required to sit and may occasionally be required to move about. The employee is also regularly required to use a computer, involving substantial movements of the wrists, hands and fingers. The employee is also required to regularly communicate with others.
- The employee may also occasionally be expected to lift and/or move up to 30 pounds with assistance.Specific vision abilities required by this job include: close vision and ability to adjust focus.

**WORK ENVIRONMENT**
- The noise level in the work environment is usually moderate
- May require occasional travel
- This job may require occasional evening and weekend work on an overtime basis.