Deskside Support Analyst

Position Summary:

The Deskside Support Analyst provides 2nd level escalation support to Frontline Managed Services (“Frontline”) and also assists IS Operations staff with day-to-day tasks when needed.  The position requires a focus on customer service, technical skills and attention to detail in responding to general computing questions including, but not limited to, firm laptops/desktops, mobile devices and videoconference support.  The position works with the Applications team with testing, troubleshooting, deployments, etc. and the Operations team with printer support, hardware image testing, and audio visual and remote hardware setups as needed.

Position Relationships: Reports directly to the Supervisor of IT Support.  Interacts frequently with Frontline Helpdesk analysts, Attorneys and Business Services staff.

Duties & Responsibilities:

Primary:

• Serve as internal 2nd level Help Desk overflow support and 2nd level escalation path for issues that cannot be performed by Frontline.
• Provide escalation guidance and support knowledge to Frontline.
• Research, resolve and respond to complex incidents escalated by Frontline in a timely manner. Escalate problems to appropriate engineers when necessary.
• Provide AV and technical support for D.C. office.
• Review, update and publish new support articles to the ServiceNow knowledgebase.
• Provide remote/in-person end-user support to ensure customer productivity and satisfaction.
• Provide WebEx/Zoom/MS Teams meeting technical assistance and support.
• Document accurately and completely all incidents/requests and tasks into the ServiceNow incident management ticketing system in a timely manner.
• Keep abreast of product updates and methods of support delivery in order to provide technically accurate solutions to customers.
• Participate in team projects that enhance the quality or efficiency of service.
• Must be able to work weekends, holidays and overtime when necessary.

Secondary:

• Assist with special projects.

Qualifications:

Education: College Degree preferred.

Certificates and Licenses: ITIL Foundation 4 certification (working knowledge leveraging the framework) or similar is preferred.

Experience:  A minimum of five (5) years IT experience in the legal industry in areas of hardware including laptops, desktops, digital senders and printers. Also supporting Microsoft Windows10 and IOS Operating Systems, Microsoft Office applications and iManage in a legal environment.

Skills and Abilities: Effective interpersonal, verbal and written communication skills; professionalism; integrity; strong customer service orientation; strong problem analysis and resolution skills; ability to juggle multiple tasks and work effectively within a high volume, deadline sensitive work environment; effective coaching and mentoring skills.  Ability to work independently and as part of a team.  Ability to organize and manage multiple priorities.  Exercises sound judgment and effective decision-making skills. Flexibility, integrity, agility. Must be resourceful, detail oriented, organized and proactive to the needs of the job.

Job Specific Skills:  Must be able to work effectively in a high volume, demanding, customer service oriented and deadline sensitive work environment.

Attendance:  All positions require punctuality and regular in-office attendance. This is not a remote position. 

Technological Skills:  Proficiency with MS Windows10 and iOS Operating Systems, MS Office Suite, VPN and Citrix Remote connectivity.  Basic understanding of local area and wide area networks.