Best Best & Krieger, LLP has an immediate opening on the Customer Experience (CE) Team for a full-time IT Support Analyst. The IT Support Analyst is responsible for providing exceptional customer service and support to the Firm and clients of the Firm. Ideal candidate is a skilled troubleshooter with good time management skills, a self-starter with an eagerness to learn and follow directions. Outgoing and personable with a sense of humor.
Hours for this position are 7:30am to 3:30pm Monday through Friday, plus on-call availability.
Qualified applicants are invited to apply online ONLY at www.bbklaw.com under "Careers". Applicants must attach a resume and cover letter to be considered for employment. This self-apply feature is compatible with Internet Explorer 8, 9, 10 & 11, Mozilla Firefox for Windows, or Safari for Macintosh. PLEASE NOTE, IF USING AN APPLE PRODUCT, YOU MUST TURN OFF POP UP BLOCKER.
Primary Duties and Responsibilities
Exhibit ownership and timely resolution of end-user issues that come into the HelpDesk over the phone, through e-mail, or through face-to-face interactions
Provide troubleshooting assistance using remote desktop connection, and/or visits to user locations
Interact directly with other IT teams to determine the proper remediation and escalation of issues, especially with Level II on-site support and Network Operations.
Clearly document user requests and issues in tickets and draft Knowledge Base articles as appropriate.
Provide status and communicate incident resolution to users.
Perform basic end-user account, permission and access administration
Set up and quality assurance testing of new hardware and software for existing and new users in the Firm.
Perform software and application installation and upgrades
Provide some “just-in-time” end-user training (as part of Help Desk Support)
Order hardware, tracks inventory and updates regularly
Work with applicable help desk related vendors and service providers
Contribute to develop and encourage user adherence to technology guidelines, policies and procedures
Participate and contribute to various IT Department projects and initiatives
Facilitate use of equipment for various internal and external events
Minimum of four years of experience in end-user support (law firm experience)
College degree preferred. Equivalent experience will be considered
Experience implementing, maintaining and supporting Windows 7 and Windows 10 operating systems, Microsoft Office 2010-2016 applications, and mobile devices (primarily iOS)
Knowledge, Skills and Abilities
Exceptional team player and leader with a customer service attitude
Proficient knowledge of law firm standard application software (iManage, etc)
Knowledge of Microsoft operating systems & Microsoft Office applications (Word, Outlook, Excel, PowerPoint)
Knowledge of PC hardware and peripherals
General working knowledge of networks and client/server technology
Demonstrated ability and desire to learn new technologies and skills
Ability to meet or exceed service levels of response and quality
Ability to explain complex technical concepts and processes in clear, concise, fashion to all levels of firm personnel (technical and non-technical users).
Knowledge of Active Directory environments and Microsoft SMS.