Senior IT Technical Support Analyst

Troutman Pepper Hamilton Sanders•Richmond, VA

About The Position

The Information Technology Department is responsible for the Firm's computer and telephone systems. The IT Technical Support Analyst is responsible for installing, supporting, maintaining, and tracking all firm computer and telephone equipment, as well as supporting the Microsoft Office Suite and Desktop Operating Systems in a network environment, with a focus on providing outstanding customer service.

Requirements

Knowledge of network protocols specifically TCP/IP, printers and peripherals.
Solid knowledge of mobile devices and experience with troubleshooting.
Solid understanding of LAN/WAN configurations and knowledge of Windows networking and remote access technologies including VPN.
Knowledge of all current versions of MS Office Suite, O365, Windows Operating System, Exchange environment and Active Directory.
Excellent customer service and the ability to communicate effectively with clients, Troutman Pepper Locke attorneys, and staff at all levels and work well as part of a team.
Ability to develop and document operational procedures.
Bachelor’s degree or any equivalent combination of training, education and experience that demonstrates the ability to perform the duties of the position.
Minimum of three (3) years of experience in information technology working in a law firm or other professional services environment.
Experience with hardware and software troubleshooting procedures.

Nice To Haves

Microsoft certifications preferred.

Responsibilities

Provide support for AV conferences, including web-enabled meetings under the direction of the AV Technical Lead Engineer.
Provide offsite IT Support for firm-related events, including, but not limited to, seminars and marketing events.
Provide support for firm approved mobile devices, including, but not limited to, Apple iPhone and Droid devices.
Manage accurate hardware asset inventory for all desktops, laptops and monitors including loaner and spare equipment as required by Standard Operating Procedures.
Support moves, equipment additions and changes, including setup of new user hardware and maintenance of existing hardware. This includes regularly moving printers, computers, monitors and other hardware.
Manage accurate printer inventory and promptly inform the account manager of any adds, moves and changes as required by Standard Operating Procedures.
Provide second level support for the Help Desk including after-hours on-call duties.
Provide first level telecom support including the voicemail system, including all adds, moves and changes.
Support end-users with Firm standard applications and peripheral hardware.
Ensure all end user support requests are entered into the Help Desk call tracking system.
Research possible issue resolutions with tools available, including the use of the Internet and other on-line knowledge bases.
Maintain technical proficiency by participating in in-house technical training programs as well as external programs.
Continue to develop skills, knowledge and ability to improve processes and procedures, and keep updated on trends and developments in the industry. This includes meeting annual personal development goals.