Legal Staff Information Technology in Minneapolis, MN

Law Firm

Minneapolis, MN

Legal Staff Information Technology in Minneapolis, MN

Legal Staff

Min 2 yrs required

No

Technical Support Analyst

Job Title: Technical Support Analyst

Job Responsibilities:
As a member of the Information Services Department, the Technical Support Analyst is primarily responsible for providing exceptional phone and e-mail support as the initial point of contact for users seeking assistance with computer-related questions, issues, and requests. The individual in this role is expected to communicate courteously and effectively with all attorneys and staff to ensure that high-level customer service standards are met. The required work schedule for this position is 11:00 am-8:00 pm Eastern Time (8:00 am-5:00 pm Pacific Time).

Essential Functions:
- Provide outstanding phone and e-mail support as the first point of contact with the IS 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 aid in problem resolution.
- Assist as a team member in the development and maintenance of the service desk application (Service Now), working with team members to stay updated on 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; law firm experience is preferred.
- Application support experience with Office 365 products, emphasizing Word and Excel.
- Experience with DMS/FileSite is a plus.

Knowledge, Skills, & 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 the possibility of covering other shifts or occasional off-hour availability.
- Ability to absorb and retain information quickly.
- Ability to effectively prioritize and execute tasks in a high-pressure work environment.

Work Environment & Physical Demands:
The job 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 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 apply to the respective listed locations. The salary range reflects various factors considered in making compensation decisions, including but not limited to 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 is intended to describe the general content of and requirements for the performance of this job. It is not a contract or employment agreement and is not to be construed as an exhaustive statement of all functions, responsibilities, or requirements the employee may be required to perform, and the employee may be required to perform additional duties. Additionally, 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 of the essential functions of the position with or without a reasonable accommodation. If an accommodation request would cause an undue hardship or a safety concern, the individual may not be eligible for the position.