Technical Support Analyst

Technical Support Analyst, New York, NY

We have an opening available for a Technical Support Analyst for an opportunity in the New York, NY office. The Technical Support Analyst is a first-level role with the primary responsibility of providing technology solutions and support to customers, participating in delivering assigned office(s) daily IT operational work list, facilitating and supporting meeting technology events and tools, and participating in IT projects and initiatives. The Technical Support Analyst also participates in advancing continuous organizational effectiveness and exceptional service delivery. This position is 100% Onsite and not open for Remote.

Technical Support Analyst Responsibilities:

• Serve as an effective technical resource to customers who contact them directly for timely assistance and high-quality solutions and support, as well as for escalations requiring software and hardware requests; Promote new technologies.
• Facilitate and support meeting technology events and tools including video conferences, presentations, client meetings and special events.
• Collaborate with Firm-wide departments to ensure proper and accurate scheduling and execution of meetings and events.
• Install and maintain computer software standards in accordance with departmental requirements and procedures.
• Work across IT teams to achieve timely escalation and closure of software and hardware issues.
• Maintain the operational availability of office computers and printers.
• Maintain asset management system to ensure the accuracy and currency of Firm assets.
• Use Firm call tracking technology, in conjunction with departmental best practices, to create, update, escalate, and close tickets recording the life cycle of a services request.
• Practice call ownership by acting as a liaison with Firm-side IT groups and customers, keeping them apprised of service request status until request is resolved to customer's satisfaction.
• Participate in IT initiatives, projects, and deployments; promotes effective training and user acceptance of Firm software.
• Support mobile device technologies; Promote and support remote access tools and best practices.
• Facilitate the handling of planned service events such as monthly network maintenance, or unplanned network disruptions/critical outages requiring effective coordination and reporting to responsible IT groups (Network Operations, Telecom, etc.).
• Foster data security policies and best practices; adhere to Information Security regulations and guidelines to ensure proper handling and security of Firm data.
• Work beyond scheduled hours as necessary for planned and unplanned work and support; light travel may be required.
• Impeccable work ethic is a must (Punctual, Reliable Attendance, and Self-motivated).

Technical Support Analyst Qualifications:

• Advanced proficiency in Microsoft Operating Systems, specifically application installation and configuration processes.
• Advanced proficiency in Microsoft Office Suite.
• Advance proficiency in ServiceNow.
• Advance proficiency in EMS conference Room reservation system.
• Advance proficiency IntApp Time.
• Advanced or expert proficiency in remote access architectures, applications and technologies (Citrix, VPN).
• Advanced or expert knowledge of mobile technologies (iOS, iPad OS).
• Advanced to expert proficiency in networking technologies, cabling topologies, data communication devices, and related applications.
• Advanced or expert proficiency in Inter/Intra/Extranet technologies.
• Advanced to expert proficiency in Document Management Systems (iManage/Work 10).
• Advanced knowledge of customer service principles and practices.
• Advanced proficiency with data security and security applications.
• Advanced proficiency with project management.

Technical Support Analyst Preferred Qualifications:

• Associate's degree (preferred); bachelor's degree (preferred); or similar work experience.
• 3+ years of experience providing direct support to customers in the areas of business solutions, software, hardware and networking technologies (preferred).
• 3+ years of experience in LAN, WAN and network systems support and management (preferred).
• 3+ years of experience configuring, installing and maintaining client PC operating systems and related devices (preferred).
• 3+ years of professional services or law firm experience (preferred).