IT Technical Support Analyst

IT Technical Support Analyst
Dallas, TX - Highland Park area
Monday-Friday - must be willing to work some OT, with hours typically from 8am-6pm - OT paid at time and a half

Essential Job Functions
This role will be an in-office support role, supporting a professional staff in Dallas that has several hundred employees at this location.


You'll be working on a small team, and as such, providing dynamic support both in-person and over the phone.


The primary technologies you will be supporting will be software related for the most part, including but not limited to: Windows, Microsoft Office Suite, Citrix, VPN connectivity, Avaya phone support and other hardware and software related issues.


Responsibilities

• Good judgment in assessing user issues; intermediate trouble-shooting methodology.
• Ability to work to the best resolution either through own knowledge or proper, timely escalation.
• Proficient in Windows 10 OS and core application suite; including the Microsoft Suite and various Kirkland applications.
• Remote Computing and Citrix experience.
• Basic PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues.
• Some experience with iOS setup and troubleshooting.
• Basic Networking including wireless experience.
• Basic understanding and knowledge of Voice over IP (VOIP) telephone systems.
• Demonstrates the willingness and ability to help other team members on difficult issues.
• Documents new findings/solutions and processes.
• Adheres to use of call ticketing system for each and every incident (e.g. request, issues, etc.).
• Understands and follows ticket ownership guidelines and system usage.
• Solid ability to research information through internal and external sources.
• Adheres to written procedures, checklists and all quality control associated with project rollouts.
• Participates in on-call and overtime on an as needed basis.
• Ability to setup and troubleshoot video and audio in conference rooms.

Skills we're seeking

• 2+ years of experience with IT Support in professional or corporate environments
  • Ideally in both an in-person and phone support environment
• Experience supporting Windows and Microsoft Office
• Experience with Citrix or VPN support

Nice to have experience

• Bachelor's Degree
• Experience working for a law firm
• Experience supporting Avaya phones
• Experience supporting AV or conference room technology
• Experience with AirWatch
• Experience working in a ServiceNow environment