IT Technical Support Analyst

IT Technical Support AnalystDallas, 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 halfThis 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.ResponsibilitiesGood 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 seeking2+ years of experience with IT Support in professional or corporate environmentsIdeally in both an in-person and phone support environmentExperience supporting Windows and Microsoft OfficeExperience with Citrix or VPN supportNice to have experienceBachelor's DegreeExperience working for a law firmExperience supporting Avaya phonesExperience supporting AV or conference room technologyExperience with AirWatchExperience working in a ServiceNow environment 1872 Consulting