InfraTech Solutions
Overview
The IT Support Analyst provides first-line technical support and exceptional customer service to end users across the firm. While working closely with the Help Desk team, this role goes beyond traditional desktop support providing assistance across applications, systems, and network-related issues in a hybrid environment. The Analyst will also support device provisioning, conference room setups, and new user onboarding. Responsibilities
Incident and Request Management: Assess, triage, research, and resolve incidents, service requests, and information requests. Collect detailed information through user interviews and diagnostic tools. Escalate complex issues to the appropriate technical teams as needed. Document incidents, resolutions, and known issues within the ticketing system and knowledge base. Technical Support: Work alongside the Help Desk team to provide advanced support for firm applications, operating systems, and network connectivity. Troubleshoot and resolve hardware, software, system, and network-related problems. Provide support for enterprise applications and assist with server or infrastructure-related issues as required. Manage the distribution and tracking of loaner or replacement equipment. Set up and maintain conference room technology for meetings and events. Perform new user setups, including workstation configuration, application installation, and account access. Customer Service: Deliver outstanding service through phone, email, and in-person support. Build strong relationships with users and maintain a positive, professional demeanor under pressure. Communicate clearly and effectively with employees at all levels of the organization. Demonstrate patience, attention to detail, and a strong commitment to resolving issues efficiently. Qualifications
Required certifications: AWS, A+, Network+, and Security+. Strong technical support background, ideally within a professional services or law firm environment. Experience supporting applications, systems, and network operations in a hybrid infrastructure. Proficiency with: Microsoft Office Suite, Litera Innova, iManage DMS, Nuance Power PDF, timekeeping systems, metadata and document comparison tools. Windows 10 and 11 operating systems. Basic understanding of macOS and Windows networking (Active Directory, domains, group policies). Excellent troubleshooting, analytical, and documentation skills. Proven customer service and communication abilities. Experience setting up conference room technology and supporting mobile devices (ActiveSync awareness preferred). Seniority level
Entry level Employment type
Full-time Job function
Legal Industries
Legal Services
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The IT Support Analyst provides first-line technical support and exceptional customer service to end users across the firm. While working closely with the Help Desk team, this role goes beyond traditional desktop support providing assistance across applications, systems, and network-related issues in a hybrid environment. The Analyst will also support device provisioning, conference room setups, and new user onboarding. Responsibilities
Incident and Request Management: Assess, triage, research, and resolve incidents, service requests, and information requests. Collect detailed information through user interviews and diagnostic tools. Escalate complex issues to the appropriate technical teams as needed. Document incidents, resolutions, and known issues within the ticketing system and knowledge base. Technical Support: Work alongside the Help Desk team to provide advanced support for firm applications, operating systems, and network connectivity. Troubleshoot and resolve hardware, software, system, and network-related problems. Provide support for enterprise applications and assist with server or infrastructure-related issues as required. Manage the distribution and tracking of loaner or replacement equipment. Set up and maintain conference room technology for meetings and events. Perform new user setups, including workstation configuration, application installation, and account access. Customer Service: Deliver outstanding service through phone, email, and in-person support. Build strong relationships with users and maintain a positive, professional demeanor under pressure. Communicate clearly and effectively with employees at all levels of the organization. Demonstrate patience, attention to detail, and a strong commitment to resolving issues efficiently. Qualifications
Required certifications: AWS, A+, Network+, and Security+. Strong technical support background, ideally within a professional services or law firm environment. Experience supporting applications, systems, and network operations in a hybrid infrastructure. Proficiency with: Microsoft Office Suite, Litera Innova, iManage DMS, Nuance Power PDF, timekeeping systems, metadata and document comparison tools. Windows 10 and 11 operating systems. Basic understanding of macOS and Windows networking (Active Directory, domains, group policies). Excellent troubleshooting, analytical, and documentation skills. Proven customer service and communication abilities. Experience setting up conference room technology and supporting mobile devices (ActiveSync awareness preferred). Seniority level
Entry level Employment type
Full-time Job function
Legal Industries
Legal Services
#J-18808-Ljbffr