Technical Support Analyst

The Technical Support Analyst at Gravis Law is responsible for supporting internal employees with their technical needs. A successful candidate can patiently explain technical material to less technically proficient users and takes ownership of the end-user experience, acting as an advocate for the users they support. ESSENTIAL DUTIES AND RESPONSIBILITIES: Answer and respond to calls, chats, and email messages of users needing technical support through our Tech Help line, recording all requests for service in our automated tracking system. Diagnose and resolve technical issues on a wide variety of computer hardware, software, tablets and mobile devices. Provide instruction on the use of technology, primarily to Gravis Law employees, but also to external users of our technology resources. Create accounts for incoming staff in a variety of systems and assist with the onboarding of both local and remote staff. Responsible for managing inventory and device assignments, both locally and nationally. Participate in our replacement program for computer equipment, including installing new computers, resolving installation issues, and documenting instructions. Arrange service with software or hardware vendors to repair or replace defective products. Collaborates with in-house developers to explain errors and/or recommend modifications in tools. Develop documentation including tip sheets, standard operating procedures, and knowledge base articles. Performs all other duties as assigned. Monitor and respond to incoming tickets in Zoho Desk (or similar system). Triage, categorize, and resolve Tier 1 and Tier 2 issues (password resets, access requests, SaaS issues, printer/network problems, etc.). Escalate higher-complexity issues (bugs, outages, integrations) to the Technology Operations Manager or engineering team as needed. Document ticket resolutions and contribute to an internal knowledge base to reduce future support load. Track and follow up on open tickets to ensure timely resolution within SLAs. MINIMUM REQUIREMENTS*: High school diploma, GED or equivalent education required. Help Desk and troubleshooting experience, ideally on internally facing service desk. Excellent customer service orientation and experience. Excellent verbal and written communication skills. Excellent organizational skills and attention to detail. Ability to patiently explain technical material to less technically proficient users. Knowledge of Microsoft Windows, Office, and SharePoint products. *Any equivalent combination of experience and training which provides the required knowledge, skills and abilities may be substituted. DESIRED QUALIFICATIONS: Proficient with an array of technologies including relationships between hardware, software, and operating system components. Experience with remote support tools. Experience navigating various Microsoft admin portals. Exceptional work experience with law firms strongly preferred. Demonstrated organizational and prioritization skills and an ability to successfully juggle multiple mandates at the same time. Successful Applicant will be resident in one of Gravis key locations (Richland WA, Austin TX, Scottsdale Arizona, Boise ID) and able to work from an office as needed. #J-18808-Ljbffr Gravis Law, PLLC