User Support Analyst

User Support Analyst

Williams Mullen is seeking a User Support Analyst who will provide unparalleled customer service and technical support. Candidates must be highly skilled and current regarding best practices for supporting our attorneys and staff. Excellent communications and technical writing skills are preferred. The analyst will have a primary role performing technical diagnosis, troubleshooting and resolution.

• Provide second to third tier user support; while monitoring ticketing systems to perform troubleshooting on various issues to resolve and triage them to appropriate groups if needed.
• Visit with attorney's and secretaries firmwide either desk side or remotely to resolve issues that are escalated from first level, direct requests as well as on the spot issues while onsite.
• Utilize IT ticketing system, provide support with documentation including writing FAQ's, instructions, procedures & knowledge-based articles.
• Provide timely response to reported issues.
• Provide updates, status, and completion information to associates via phone or email.
• Install and troubleshoot firm used software.
• Perform service and maintenance on various desktops/laptops, phones, printers, etc.
• Provide support for Android and iOS support for Smart phones and tablets.
• Troubleshoot computer platforms including Windows 10.
• Test computer hardware performance.
• Some End-User training.
• Knowledge of LAN connectivity for troubleshooting and some set-up.
• Must be customer oriented and the ability to perform in difficult situations.
• Collaborate with others to resolve information technology issues.
• Maintain a strong working knowledge of supported systems and continually strive to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.
• Knowledge of Active Directory.
• Ability to add and remove software.
• Test computer software.
• Install and upgrade software and operating systems.
• Image machines for new and existing employees.

Required Skills & Experience:

• 3+ years' experience in providing direct hardware and software support.
• Experience troubleshooting and support skills for desktops, laptops, mobile devices, printers, various Windows OS, and Microsoft Office Suite applications.
• Experience providing remote access support.
• Microsoft 365 experience.
• iOS and Android experience.
• Training experience, either one-on-one or classroom (a plus!).
• Understanding of large, networked environments (both LAN and WAN).
• Exceptional customer service and troubleshooting skills, problem solving, and follow-up skills.
• Excellent interpersonal skills, both in-person and over the phone.
• Demonstrated ability to handle stressful situations in a calm, composed manner.
• Strong attention to detail and quality control.
• Ability to quickly assess a situation and adjust approach to fit.
• Demonstrated ability to quickly learn and support new technologies.
• Tenacious problem-solving skills.
• Comfortable working independently, with minimum supervision.

Preferred Skills & Experience:

• A+ Certification
• Prior law firm experience

Williams Mullen is an equal opportunity employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to age, race (including characteristics commonly associate with race, including hairstyle), color, ethnicity, national origin, religion, creed, medical condition including pregnancy and childbirth, disability, genetic information, gender identity and expression, marriage or parental status, sexual orientation or Veteran's status.