IT Support Analyst

Blank Rome is an Am Law 100 firm with 16 offices and 800 attorneys who provide comprehensive legal and advocacy services to clients operating in the United States and around the world. Our professionals have built a reputation for their leading knowledge and experience across a spectrum of industries and are recognized for their commitment to pro bono work in their communities.

Since our inception in 1946, Blank Rome’s culture has been dedicated to providing top-level service to all of our clients and has been rooted in the strength of our diversity and inclusion initiatives. Our commitment to our core values and dedication to providing a supportive and inclusive work environment, allows the firm to attract and retain the brightest in the industry.

The IT Support Analyst (Level
2) is responsible for assisting Help Desk Technicians (Level
1) with escalations and technical through phone, email and chat support, in order to resolve end user’s incidents and support requests. The IT Support Analyst communicates with customers at all levels of technical and non-technical skill sets. The IT Support Analyst provides technical coaching and training as things change in the environment.

The IT Support Analyst receives elevated complex and/or high priority problems that Help Desk Technicians cannot resolve in a timely manner. The IT Support Analyst escalates issues to the appropriate engineering groups (Level
3) for resolution if necessary. The IT Support Analyst diagnoses and troubleshoots end user desktop application issues and provides appropriate solution. The IT Support Analyst follows-up with end users to provide status updates per service level guidelines (SLAs).

In addition, the IT Support Analyst partners with other Technology team members and groups to provide on-site assistance and coordination for application deployments, video conference meeting preparation, data center maintenance, and investigation of security related reports on equipment and virus scans. The IT Support Analyst must ensure that all reported incidents and interactions are recorded in the firm’s service management platform, Service Now.

This is a highly visible and relied-upon position, and the IT Support Analyst serves as a key interface in satisfying users and client technology needs.

This role has an in-office working arrangement. Potential candidates must live within commuting distance of the Houston office to be onsite 5 days per week. In this role, you will report to the User Support and Conferencing Technology Manager.

• Respond to requests for technical assistance in person, via phone, and electronically.
• Diagnose and resolve technical hardware, software, VoIP phone, and smartphone issues.
• On-site representative and contact for technology vendor appointments.
• Setup, testing, and delivery of meetings and conferences within the office.
• Track, route, and redirect problems to correct resources.
• Log all help desk interactions in the ticketing system.
• Follow up with customers, provide feedback, and see problems through to resolution, including escalated calls.
• Ensure proper recording, documentation, and closure of all end user help calls or requests.
• Prepare video conference and A/V equipment for meetings and troubleshoot connectivity issues.
• Perform basic troubleshooting for data center equipment and network issues.
• Continuously review and maintain training materials and knowledge base used within the Help Desk and the creation of new subject areas.
• Mentor team members in areas of troubleshooting, customer service, and documentation.
• Assist in the training of newly hired Help Desk team members.
• Assist in the overall review of incidents and service requests to ensure correct solutions and adherence to process.
• Assist in daily, weekly, and monthly performance reporting including analysis of key performance indicators and trends.
• Review existing processes for areas of improvement and development new processes.
• Maintain technical knowledge of all supported products through training and hands on experience.
• Assist in emergency procedures and assist in coordinating resources to respond to those emergencies to assure system reliability.
• Available after business hours and weekends for system upgrades and planned maintenance.
• Perform other responsibilities as assigned.
• Work additional hours as needed to fulfill job requirements.

The above essential functions represent the general nature and level of responsibilities for this position and is not…