Legal Staff Information Technology in Raleigh, NC

Law Firm

Raleigh, NC

Legal Staff Information Technology in Raleigh, NC

Legal Staff

Min 2 yrs required

No

Technical Support Analyst

Job Title: Technical Support Analyst

Job Responsibilities:

The Technical Support Analyst is a crucial member of the Information Services Department at the law firm. This role primarily involves providing exceptional phone and e-mail support as the initial point of contact for users experiencing computer-related issues or inquiries. The analyst is responsible for effective communication with attorneys and staff to maintain high customer service standards. Key responsibilities include:

- Delivering outstanding phone and e-mail support as the first point of contact for all computer users at the law firm.
- Documenting pertinent end-user identification information and the nature of problems or issues in the Service Now system.
- Accessing knowledge bases and Internet resources to aid in problem resolution.
- Collaborating with team members in the development and maintenance of the service desk application (Service Now) to stay updated with the use of defined tools, templates, and standards.
- Developing help sheets and frequently asked questions lists for the Solutions knowledge base.
- Performing other duties as assigned.

Education and Experience Information:

Education:

- An Associate’s degree in a related field or an equivalent combination of experience and education is required.

Experience:

- A minimum of two years of related experience in a technical phone support center/helpdesk environment is necessary; experience in a law firm is preferred.
- Application support experience with Office 365 products, especially Word and Excel, is essential.
- Experience with DMS/FileSite is a plus.

Knowledge, Skills, & Abilities:

- Proficiency in network and local PC diagnostic utility tools.
- Exceptional written and oral communication skills.
- Ability to work effectively in a fast-paced team environment.
- Strong customer service orientation.
- Flexibility in schedule, with a requirement to cover other shifts or be available occasionally outside of standard hours.
- Ability to absorb and retain information quickly.
- Capability to effectively prioritize and execute tasks in a high-pressure work environment.

Work Environment & Physical Demands:

The position operates in a clerical, office setting and routinely involves the use of standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Physical requirements include medium work, which involves exerting physical strength to lift, carry, push, or pull objects between 20 to 50 pounds frequently, and/or greater than negligible up to 10 pounds. The role requires close visual acuity for activities such as preparing and analyzing data, transcribing, viewing a computer terminal, and extensive reading.

Salary Information:

The salary range for the Technical Support Analyst position varies based on geographic location and other factors such as experience, education, licensure, and market demands. Reasonable estimates of the current salary ranges are:

- Las Vegas: $60,000 to $75,000
- Atlantic City, Chicago, Denver, Minneapolis, Morristown, Princeton, Washington, .: $68,900 to $75,000
- Los Angeles, New York, San Francisco, Seattle: $70,000 to $85,000

Additional Information:

The law firm is under no obligation to provide sponsorship for this position. Applicants must be authorized to work in the United States on a full-time basis currently and in the future. The job description is intended to outline the general content and requirements for the job's performance and is not an exhaustive statement of all functions, responsibilities, or requirements. Management reserves the right to review and revise the job description at any time. Employment is at-will, and employees must be able to satisfactorily perform all essential functions with or without reasonable accommodation. If an accommodation request causes undue hardship or safety concerns, the individual may not be eligible for the position.