Help Desk​/IT Support Analyst

Leading Legal Firmwith HQ in the Cleveland, Ohio

Job Title: IT Support Analyst (Help Desk)

Status: Non-exempt (overtime paid)

SCOPE OF RESPONSIBILITY:

IT Support is the team responsible for servicing support queries to the global IT support telephone numbers and mailboxes. The team is based in Cleveland, Ohio.

IT Support Analysts are responsible for the initial contact and support of the end user community for Firm-wide hardware, business critical applications and simple networking issues by investigating, researching, troubleshooting and/or escalating issues in an efficient manner. Technology-related queries are received from internal and external clients via telephone, email, third party vendors, or walk-ups and recorded in the team’s service desk management tool (Service Desk Plus).

The position reports to the local IT Support Manager with a dotted line to the remote IT Support Manager, forming an international support team. The IT Support Analyst is required to have a good working relationship with the end-user community, vendors and all other areas of the Technology department.

PRIMARY DUTIES:

• Answers IT Support phones in a polite and professional manner and responds to support queries submitted by email and other means in a timely manner. Monitors IT Support voice mailbox. Obtains accurate and pertinent details and records all requests into the service desk management tool.
• Categorizes and prioritizes incoming requests to identify trends and set resolution timescales based on impact and urgency of the issue. Escalates tickets which cannot be resolved to the appropriate technology teams, such as Technical Infrastructure, Systems Development, Practice Support, and office-level technology support staff.
• Assists in the resolution of all technology-related questions or problems. Areas of support include:
  Dell laptops and desktops, HP printers, Microsoft Office 2010, Legal Mac Pac, Best Authority, Nuance, iPhone, iPad, Android, Black Berry and remote access tools.
• IT Support team maintains ownership of all requests and follows up with users and colleagues to ensure that calls are handled within the set timescales. Performs follow-up on resolved calls as requested.
• Reports relevant facts for any reported system problems such as malfunctions, slowdowns, or other anomalies to the appropriate technology team. Assists with the communication of problems within the IT Support team and the Technology department using the Problem feature in the service desk management tool.
• Researches, develops and documents best practices and standard procedures using the knowledge management features of the service desk management tool. Shares knowledge and experience with colleagues across the department. Assists in the creation and review of end-user documentation to ensure accuracy and consistency.
• Assists with project work, such as testing new software, training new hires and providing insight into any end-user support issues on all new software and projects, as time permits.
• Other collateral duties, as assigned.

MINIMUM REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each primary duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE

High School Diploma

Three years computer-operations experience, preferably in a Windows environment.

Advanced educational courses are preferred.

SKILLS

• Experience of working within a customer service environment
• Knowledge of Microsoft Office Professional 2010 or earlier
• Knowledge of Microsoft Windows 7 or earlier
• Knowledge of desktop applications and their use in a legal environment
• Experience with PC-based systems, mobile devices and remote access tools
• Suitable IT qualification at NVQ level (or equivalent) is desirable

PERSON SPECIFICATION

• Focus on customer care
• Ability to empathize with people
• Excellent communication and interpersonal skills
• Good organizational skills
• Ability to work well under pressure
• Ability to multitask

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