Desktop Support Analyst

Description
Provide onsite and remote advanced technology support to employees in all firm locations relating to firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices.
Diagnose, troubleshoot and resolve escalated software, hardware, security and network incidents from Level 1 Technical Support team, escalating to Level 3 analysts or higher-level support as needed.
Provide explanation and training to Level 1 Technical Support to build technical knowledge, including firm policies and procedures.
Use remote control tools to assist customers when needed.
Clearly and concisely log details using the Technical Support ticketing system, including the opening, closing, resolution, escalation, and tracking of user requests. When escalation to Level 3 or higher-level support is required, ensure information is thorough and current to ensure an effective handoff.
Provide regular status to customers for issues that need time to troubleshoot and research, including updating the Technical Support ticketing system until the request is completed.
Anticipates customer needs and proactively identifies solutions
Translates technical concepts into easy-to-understand language to assist non-technically oriented customers
Performs new arrival technology onboarding/setup to ensure that new hires have all necessary knowledge, information and access to perform their role
Perform ongoing individual and small group education on firm-supported software and hardware as needed, as well as new applications and offerings
Collaborate with technical owners to prepare, update and maintain training materials for new programs
Image, configure and deploy laptop and desktop in an enterprise environment as needed.
Report trends and unusual inquiries received to Technical Support to department leadership to identify issues and problems with the technology platform.
Collaborates with the manager in developing processes, policies and standards for technology services.
Participates in software and new service testing, as well as providing feedback to relevant technical owners on new products and software updates.
Participate in regularly scheduled technology calls to understand firm strategies and new products and services.
Completes special projects as assigned.
Conference room and video conference meeting support, including the setup/testing/breakdown of technology equipment as needed.
Additional Skills & Qualifications
Bachelor's Degree, or equivalent experience preferred in lieu of degree.
3+ years of related advanced Technical Support experience, supporting cloud-based services, computer software, computer hardware, A/V hybrid meetings in a large corporate IT setting.
Experience delivering technology training preferred.
Experience delivering white glove customer service.
Legal industry experience is strongly preferred.
Proficient knowledge in Microsoft Windows, Microsoft 365, and Microsoft cloud-based apps, including Outlook, Word, Excel, PowerPoint, One Note, Teams and SharePoint.
Proficient knowledge in troubleshooting complex issues relating to computer software, hardware, phones, printers and mobile devices.
Working knowledge of Active Directory, SCCM, OSD Cloud and Autopilot enrollment.
Experience using remote connectivity and remote-control software tools, including Citrix VDI and VPN, to troubleshoot and assist customers.
Working knowledge of general data security protocols and requirements to maintain a safe and secure technology platform.
Understands general network architecture, including switches, routers, circuits, virtual servers and data centers.
Strong troubleshooting knowledge with skills in decision making and strategic thinking.
Strong attention to detail.
Able to work independently and as part of a team.
Organized and consistently executes tasks effectively and efficiently in high pressure situations..
Excellent interpersonal skills including responsiveness, professionalism, verbal and written communication skills, active listening and customer care.
Ability to translate technical concepts to non-technical people.
Flexibility to adapt to changes in tasks, projects or processes, whether planned or unforeseen.
Job Type & Location
This is a Permanent position based out of Boston, MA.
Pay and Benefits
The pay range for this position is $69000.00 - $103000.00/yr.
Your exact offer will be based on a variety of factors, including but not limited to, your experience, skills, and overall qualifications. We also review compensation regularly against industry benchmarks and performance outcomes, so you can grow your career here with confidence-knowing your pay recognizes both your impact and our commitment to an equitable approach. In addition to a competitive base salary, certain positions are eligible for a comprehensive performance-based bonus, payable monthly or annually.

Benefits We know that the needs of our employees vary and can change throughout the different stages of life. That's why we offer a…