Technical Support Analyst
Job Title: Technical Support Analyst
Job Responsibilities:
The Technical Support Analyst is a critical member of the Information Services Department at the law firm, tasked with delivering exceptional phone and e-mail support as the initial point of contact for users with computer-related inquiries, issues, and requests. The role demands courteous and effective communication with all attorneys and staff to uphold high-level customer service standards. The position requires working a specific schedule from 11:00 am to 8:00 pm Eastern Time, corresponding to 8:00 am to 5:00 pm Pacific Time.
Essential Functions:
- Provide outstanding phone and e-mail support as the first point of contact with the Information Services HelpDesk for all law firm computer users.
- Document all pertinent end-user identification information and the nature of problems or issues in the Service Now system.
- Access knowledge bases and resources on the Internet to assist in problem resolution.
- Collaborate with team members on the development and maintenance of the service desk application (Service Now) to stay updated with knowledge about the use of defined tools, templates, and standards.
- Develop help sheets and frequently asked questions lists for the Solutions knowledge base.
Additional Functions:
- Perform 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 required; experience in a law firm is preferred.
- Application support experience with Office 365 products, particularly with an emphasis on Word and Excel, is required.
- Experience with DMS/FileSite is considered a plus.
Knowledge, Skills, and Abilities:
- Working knowledge of network and local PC diagnostic utility tools.
- Exceptional written and oral communication skills.
- Ability to work in a fast-paced team environment.
- Exceptional customer service orientation.
- Flexibility in schedule, with potential coverage for other shifts or occasional off-hour availability required.
- Ability to absorb and retain information quickly.
- Ability to effectively prioritize and execute tasks in a high-pressure work environment.
Work Environment & Physical Demands:
This position operates in a clerical, office setting, routinely using standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
Physical Requirements:
- Medium Work: Exertion of physical strength to lift, carry, push, pull, or otherwise move objects weighing 20 to 50 pounds frequently, and/or greater than negligible up to 10 pounds.
Visual Acuity:
- The worker is required to have close visual acuity to perform activities such as preparing and analyzing data and figures, transcribing, viewing a computer terminal, and extensive reading.
Salary Information:
The salary ranges for this position vary based on location and reflect a variety of factors considered in making compensation decisions, including experience, education, licensure and/or certifications, geographic location, market demands, and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the range for a position. Reasonable estimates of the current ranges for this position 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
Disclaimer:
The law firm is under no obligation to provide sponsorship for this position. Applicants must be currently authorized to work in the United States on a full-time basis now and in the future.
The above description is intended to outline the general content of and requirements for the performance of this job. It is not a contract or employment agreement and should not be construed as an exhaustive statement of all functions, responsibilities, or requirements that the employee may be required to perform. Management reserves the right to review and revise the job description at any time. Employment with the law firm is at-will. Employees must be able to satisfactorily perform all essential functions of the position with or without reasonable accommodation. If an accommodation request would cause an undue hardship or a safety concern, the individual may not be eligible for the position.
