Senior IT Technical Support Analyst

Troutman Pepper Hamilton Sanders•Philadelphia, PA

6d•Onsite

About The Position

The Senior IT Technical Support Analyst installs, supports, maintains, and tracks the firm’s computer and telephone equipment, and supports firm applications and desktop operating systems in a network environment. The role serves as a lead for the local operations team, mentors less experienced colleagues, supports process improvement, and assists the IT Operations Manager with operational priorities. It is an office-based position requiring a consistent on-site presence to support users, technology infrastructure, office operations, and business initiatives, with an emphasis on customer service. Some travel may be required.

Requirements

Bachelor’s degree, or an equivalent combination of training, education, and experience demonstrating the ability to perform the duties.
At least six years of information technology experience in a law firm or other professional services environment.
Demonstrated experience with hardware and software troubleshooting procedures.
Knowledge of network protocols, especially TCP/IP, printers, and peripherals.
Strong understanding of the firm’s technology environment and the ability to anticipate the impact of changes to processes and procedures.
Knowledge of mobile devices and experience troubleshooting them.
Understanding of LAN/WAN configurations, Windows networking, and remote access technologies, including VPN.
Knowledge of current versions of Microsoft Office Suite, O365, Windows Operating System, Exchange, and Active Directory.
Excellent customer service skills and the ability to communicate effectively with clients, attorneys, and staff at all levels, and work well as part of a team.
Ability to independently develop and document operational procedures.
Ability to complete work with limited supervision.
Ability to explain complex technical information and interdependencies across teams, anticipate questions, and identify potential issues.
Ability to serve as an escalation point for unusual or complex problems.

Nice To Haves

Microsoft certifications.

Responsibilities

Perform complex, advanced, or highly specialized technology processes and procedures, and provide guidance to less experienced team members.
Serve as a senior local resource lead for AV conferences, including web-enabled meetings, as directed by the AV Technical Lead Engineer.
Support firm-approved mobile devices, including Apple iPhone and Android devices.
Maintain accurate hardware asset inventories for desktops, laptops, monitors, loaners, and spare equipment in accordance with Standard Operating Procedures.
Support office and equipment moves, additions, and changes, including setting up new-user hardware and maintaining existing hardware.
Maintain accurate printer inventory and promptly inform the account manager of printer additions, moves, and changes in accordance with Standard Operating Procedures.
Provide second-level Service Desk support, including after-hours on-call duties.
Provide effective end-user support for firm-standard applications and peripheral hardware.
Document support requests, troubleshooting steps, resolutions, escalations, and knowledge base updates in the Service Desk call tracking system.
Research potential issue resolutions using available tools, including the Internet and online knowledge bases.
Maintain technical proficiency through in-house and external training programs.
Develop skills and knowledge, improve processes and procedures, stay current on industry trends and developments, and meet annual personal development goals.
Resolve atypical or infrequent problems using existing precedents or procedures.
Serve as an escalation point for unusual or complex procedural, process-related, or technical problems.
Assist the IT Operations Manager with operational priorities.