Senior IT Technical Support Analyst

Troutman Pepper•Philadelphia, PA

7d•$70,000 - $90,000•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 team members, 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 a focus on customer service. The position handles complex or specialized technology procedures, provides advanced end-user support, and serves as an escalation point for unusual or complex technical and procedural issues. It may involve after-hours on-call duties and some travel.

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 process and procedure changes.
Solid knowledge of mobile devices and troubleshooting.
Solid understanding of LAN/WAN configurations and Windows networking and remote access technologies, including VPN.
Knowledge of current versions of Microsoft Office Suite, O365, Windows operating systems, Exchange, and Active Directory.
Excellent customer service and communication skills, including the ability to work effectively with clients, attorneys, and staff at all levels and 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 dependencies across related teams and anticipate questions.
Ability to anticipate issues and serve as an escalation point for unusual or complex problems.

Nice To Haves

Microsoft certifications preferred.

Responsibilities

Install, support, maintain, and track firm computer and telephone equipment, applications, and desktop operating systems in a network environment.
Serve as a lead local resource 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 inventory for desktops, laptops, monitors, loaner equipment, and spares in accordance with Standard Operating Procedures.
Support office moves and equipment additions or 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.
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, resolutions, escalations, and knowledge-base updates in the Service Desk call tracking system.
Research issue resolutions using available tools, including the Internet and online knowledge bases.
Participate in internal and external technical training and maintain technical proficiency.
Develop skills and knowledge, improve processes and procedures, keep current on industry developments, and meet annual personal development goals.
Provide solutions to atypical or infrequent problems using established precedents or procedures.
Serve as an escalation point for unusual or complex procedural or process-related problems.
Mentor less experienced team members, support process improvement, and assist the IT Operations Manager with operational priorities.
Some travel may be required.