Technical Support Analyst

Carr Allison•Jacksonville, FL

3d•Hybrid

About The Position

Carr Allison, a Birmingham law firm, currently has an opening for a Technical Support Analyst. The Technical Support Analyst is responsible for assisting the end user to ensure that technology hardware and software within the Firm meet business requirements and that end users can accomplish business tasks. Supporting end-users' technology requests is at the center of the Firm's critical business functions and therefore it is extremely important that the highest reliability, performance, and technical support is achieved. This position is responsible for providing the interface between IT and end users with computer questions, problems, assistance, or installation to efficiently perform their duties; may require in-person, hands-on help at the desktop level; and has responsibility for the identification and resolution of end-user hardware and software technical problems and malfunctions. This position also participates in various IT projects intended to continually improve/upgrade the desktop infrastructure and assists the Director of Information Technology in the areas of analysis and problem solving with the potential to affect the successful execution of business transactions. The position requires a high level of professionalism when interacting with attorneys and staff. You must be able to perform the essential duties of the position in a stressful, always fast-paced environment

Requirements

Exceptional customer service skills in a hybrid team-oriented, collaborative environment.
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning.
Must have the temperament and demeanor requisite for a position that calls for personal dealings with the Firm’s staff and attorneys as well as occasional interaction with the Firm’s clients. This interaction may be in person in addition to telephone and e-mail.
Must be able to move efficiently through the office to work at each individual user desk, as needed.
Must be able to communicate well to the IT staff in technical terms and in non-technical terms to end users.
Must be able to analyze issues, establish priorities, anticipate consequences, make decisions and act with fine attention to detail.
Must have strong organizational and time management skills with the ability to work in a fast-paced, demanding environment.
Must have the ability to learn new technologies and methodologies, adapt to changes and become proficient quickly.
On occasion, the position requires more than 40 hours per week to perform the essential duties required.
Requires occasional travel to remote offices.
In-depth knowledge of the Firm’s growing library of software applications. This knowledge must extend beyond the basics into the advanced software features.
In-depth knowledge and experience with troubleshooting desktop computers and laptop hardware and imaging of the same.
Ability to conduct research for issues relating to laptops, desktops and printers, and other software products as required.
Ability to take both written and oral instruction and work as a member of a team.
Ability to adhere to the Firm’s work rules, procedures, and standards.

Nice To Haves

Advanced knowledge of Microsoft Office 365 desired.
A background in setting up and troubleshooting iPhone, iPad, and Android devices.
Preferred, but not required, experience with Aderant, iManage, SharePoint Online, Power Automate, Intune and PDQ Deploy.
A college degree
Technical school
Certification preferred
3 + years of IT experience is a plus.

Responsibilities

Receive and respond to technical support emails, calls, and in person questions with the objective of resolving as many problems as possible on the initial contact via phone and/or remote access.
Document the end user request or issue as well as decisions made, actions taken, and final resolution into the appropriate ticketing and knowledge base system.
Escalate requests (when required) to the appropriate member of the IT team.
Access in-house knowledge bases and internet resources to aid in problem resolution.
If a request cannot be resolved remotely, an onsite desktop visit may be required including, issue analysis, installing and upgrading software, installing hardware, and configuring applications or hardware.
Maintain the existing desktop equipment in a stable condition. Includes all tasks necessary to anticipate problems whenever possible. Ideas, plans, and options should be discussed with the Director of Information Technology as soon as practical so that a plan to address a potential problem can be implemented before that problem reaches a critical point.
Handle assigned projects from Director of Information Technology in their entirety with minimal supervision.
Provide weekend support on a team rotation basis. Technical Support is provided to the Firm during the business hours of 7:00 am – 5:00 pm Monday through Friday with on-call technical support provided on Saturday, Sunday, and Holidays. Technicians are required to be flexible with working hours as the entire shift must be covered in the event of absences of other team members.
Assist the Director of Information Technology in maintaining a physical inventory of desktop hardware and software.
Assist in conducting hardware and software upgrades, rollouts, and special projects on an as-needed basis.
Coordinate the repair or upgrade of hardware and desktop software with vendors, if required.
Utilize procedures to document problems, recommend constructive improvements to procedures, and ensure updated procedures are written and followed.
Perform equipment and office moves as needed.
Have working knowledge of the following systems for user administration (Active Directory, Intune, Exchange Online, and Print Server administration).
Other miscellaneous duties as requested to enhance the overall operation.