Job Title: Technology Support Analyst
Job Responsibilities:
- Provide technology support for software, hardware, infrastructure, network services, mobile and remote services, audio visual, telephone, and security systems in the local office.
- Deliver a high level of customer service and ensure accurate reporting and teamwork with other local technology professionals and the firm’s central resources.
- Respond to local and central telephone helpline, support tickets, and emails, assess problems, offer assistance, log all calls into the firm’s call logging systems, and resolve or escalate as appropriate.
- Provide application support for both local installations and Citrix-based applications.
- Assemble, install, configure, test, image, troubleshoot, and repair hardware and peripherals, including computers, printers, scanners, mobile phones, Wi-Fi capable devices, audio visual equipment, and software.
- Provide assistance and advice on technology allowance purchases for attorneys.
- Support, troubleshoot, and repair laptops and desktops.
- Assist with remote site access and the firm’s audio visual set up requirements.
- Assist with offsite technology set ups as required.
- Maintain data room components, data closets, and troubleshoot networking issues in conjunction with the Technology Manager/Supervisor.
- Support all personnel adds, moves, and changes.
- Service, document, and provide loaner equipment in accordance with firm policies.
- Maintain accurate inventory records.
- Establish and maintain effective working relationships with clients, attorneys, and business services professionals.
- Ensure the security of the firm’s systems by understanding the risks and ensuring best practices are followed.
- Help maintain firm policies and procedures in relation to computer technology.
- Provide basic induction training on technology systems, mobile device usage, and basic software usage.
- Provide software training based upon modules created by the global training department.
- Ensure regular and reliable physical presence to manage others, meet with clients, use on-site equipment, and troubleshoot hardware and software.
- Provide consistent and high-level customer service.
- Demonstrate effective interpersonal, written, and verbal communication skills to facilitate effective work relationships.
- Perform frequent physical exertion including walking, pushing, pulling, repetitive use of both hands, lifting or carrying up to 10 pounds frequently and up to 50 pounds on an occasional basis.
- Manage firm resources responsibly.
- Comply with and understand firm operations, policies, and procedures.
- Perform other related duties as assigned.
Education and Experience:
- High School diploma or equivalent required.
- Minimum of three years of related work experience, inclusive of two years of specialized technical training or an equivalent combination of education and experience.
- Knowledge of current technology applications, hardware, and software.
Salary Information:
The starting base salary for this position is expected to be within the range of $80,000 - $90,000. Actual salary will be determined based on skills, experience (to the extent relevant), and other job-related factors, consistent with applicable law.
Additional Information:
- The position requires a thorough working knowledge of Microsoft Office Suite, Citrix, PC and Mac Environments, eDocs DM, Blackberry and other mobile devices, DTE, Litera ChangePro, General Desktop Environments, Operating Systems- Windows and Mac.
- Candidates should have the ability to apply logic, reasoning, analysis, and interpretation skills to resolve problems.
- Strong customer service skills and the ability to handle sensitive matters and maintain confidentiality are essential.
- The role requires the ability to organize and prioritize work, handle multiple projects and shifting priorities, work well in a demanding and fast-paced environment, and work well independently as well as within a team.
- Flexibility to travel and adjust hours to meet operating and business needs is necessary.
EEO Statement:
The law firm is an Equal Opportunity Employer. It does not discriminate against applicants or employees based on any legally impermissible factor, including race, color, religion, creed, sex, national origin, ancestry, age, alienage or citizenship status, marital or familial status, domestic partnership status, caregiver status, sexual orientation, gender, gender identity or expression, change of sex or transgender status, genetic information, medical condition, pregnancy, childbirth or related medical conditions, sexual and reproductive health decisions, disability, any protected military or veteran status, or status as a victim of domestic or dating violence, sexual assault or offense, or stalking.
Applicants who require an accommodation during the application process should reach out to the designated contact.
