Desktop Support Analyst (Dallas)

DESCRIPTION

Provide accurate and timely desktop support to all personnel in the use of approved firm applications within a 24 by 7 law firm environment.

Responsibilities

• Field incoming help requests from end users in a courteous and timely manner.
• Troubleshoot problems with Windows based workstations, custom applications, email, network and peripheral equipment.
• Clearly document customer issue history and issue resolution in call tracking application.
• Able to identify recurring problems and work toward root cause analysis with proactive preventative solutions.
• Update the support knowledge base as new resolutions are discovered.
• Maintain an expert level knowledge of the platform’s operating systems, standard applications and computer hardware solutions in use at the firm.
• Troubleshooting hardware and software issues on workstations, laptops and personal technology devices running Windows, Apple and Android operating systems as well as BlackBerry smart phones.
• Prioritize and escalate problems as required to the appropriate IT teams.
• Update senior It management of VIP issues via VIP email template.
• Collaborate with other IT teams as needed to determine and resolve issues.
• Actively monitor work queues for timely completion of customer requests.
• Pre-meeting conference room set up and support of audio / visual equipment as needed.
• Provide training to new technical support analysts.
• Participate and lead on special projects.
• Process forms for loaner equipment and tracks the equipment when due for return.
• Arrive to work on time and takes lunch break during scheduled hours to ensure no loss of phone coverage.

Qualifications