Technology Support Analyst
About The Position
The Technology Support Analyst provides technology support to the Washington, D.C. office across software, hardware, infrastructure, network services, mobile and remote services, audiovisual, telephone, and security systems. The role delivers a high level of customer service, accurate reporting, and teamwork with local technology professionals and the Firm’s central resources in White Plains. The position works under the direction of the Senior Technology Support Analyst, Technology Support Supervisor, Technology Manager, and Regional Technology Support Manager. The position is based onsite in the Washington, D.C. office and lists a shift of 8:00 am–4:00 pm EST. It requires regular, reliable physical presence and frequent physical exertion, including walking, pushing, pulling, repetitive use of both hands, and lifting or carrying up to 10 pounds frequently and up to 50 pounds occasionally. The analyst may need to travel and adjust working hours to meet business needs.
Requirements
- High school diploma or equivalent.
- At least three years of related work experience, including two years of specialized technical training, or an equivalent combination of education and experience.
- Knowledge of current technology applications, hardware, and software.
- Thorough working knowledge of Microsoft Office Suite, Citrix, Windows and Mac environments, NetDocuments, iPhone and other mobile devices, DTE, Litera ChangePro, general desktop environments, and Windows and Mac operating systems.
- Ability to use logic, reasoning, analysis, and interpretation to resolve problems.
- Ability to maintain concentration, alertness, and attention to detail.
- Basic understanding of hardware and software used for building security systems.
- Strong customer service skills.
- Knowledge of relevant Firm computer software programs, such as Outlook, Excel, and PowerPoint, and ability to learn new software and operating systems.
- Effective interpersonal and communication skills, both verbally and in writing.
- Ability to handle multiple projects and shifting priorities, sensitive matters, and confidential information.
- Ability to organize and prioritize work and work well in a demanding, fast-paced environment.
- Ability to work independently and effectively as part of a team.
- Flexibility to travel and adjust hours to meet operating and business needs.
- Regular and reliable physical presence.
- Ability to perform frequent physical exertion, including walking, pushing, pulling, repetitive use of both hands, and lifting or carrying up to 10 pounds frequently and up to 50 pounds occasionally.
Responsibilities
- Respond to local and central telephone helplines, support tickets, and email; assess issues, assist users, log calls, and resolve or escalate issues as appropriate.
- Provide application support for local installations and Citrix-based applications.
- Assemble, install, configure, test, image, troubleshoot, and repair hardware, peripherals, equipment, and applications, including computers, printers, scanners, mobile phones, Wi-Fi devices, audiovisual equipment, and network interfaces.
- Provide assistance and advice regarding technology allowance purchases for attorneys.
- Support, troubleshoot, and repair laptops and desktops.
- Assist with remote site access and Firm audiovisual setup requirements.
- Assist with off-site technology setups as required.
- Maintain data room components and data closets, and troubleshoot networking issues with the Technology Manager or Supervisor.
- Support personnel adds, moves, and changes.
- Service and document equipment and provide loaner equipment in accordance with Firm policies.
- Maintain accurate inventory records.
- Establish and maintain effective working relationships with clients, attorneys, and business services professionals.
- Help ensure Firm systems are secure by understanding risks and following best practices.
- Help maintain Firm policies and procedures relating to computer technology.
- Provide basic induction training on technology systems, mobile-device usage, and basic software usage.
- Provide software training based on modules created by the global training department.
- Provide consistent, high-level customer service and effective written and verbal communication.
- Manage Firm resources responsibly and comply with and understand Firm operations, policies, and procedures.
- Perform other related duties as assigned.
Benefits
- Competitive salaries and year-end discretionary bonuses.
- Comprehensive medical, dental, and vision health care.
- Savings plan/401(k) and voluntary benefits.
- Generous paid time off.
- Paid leave options, including parental leave.
- In-classroom, remote, and on-demand learning and professional development opportunities.
- Well-being classes and programs.
- Opportunities to give back and make an impact in local communities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
