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IT Support Services Analyst

Miami, FL

The IT Support Services Analyst is responsible for supporting for supporting the end users of the Firm with their use of technology.

IT Support Analyst Job Responsibilities

  • Deliver technical support for a variety of software and hardware needs within a Citrix XenDesktop environment:
    • Resolve software-related issues for all firm-deployed applications in-person and remotely.
    • Troubleshoot issues related to client workstations/laptops, as well as related hardware.
    • Convert various forms of document and multimedia including, but not limited to, zip files, unknown extensions, unsupported applications, etc.
    • Removal of harmful desktop viruses, spyware, ad software, etc.
    • Printer management including, but not limited to, resetting and clearing print jobs, installation, and back-end server support
    • Contact third party vendors as needed
    • Test new and/or updated technology to ensure stability prior to firm-wide release.
    • Commit to self-development by learning new technologies as needed.
    • Travel to other Day Pitney offices on a monthly basis to provide assistance to users.
    • Providing 80 percent software support with 20 percent hardware support.
  • Support firm-issued mobile devices (iPhone and iPad)
    • Install and configure mobile device management platform (MDM).
    • Troubleshoot issues related to mobile devices and MDM.
    • Provide end user instruction.
    • Follow department standards for inventory tracking and communication.
  • Support desk phones and voicemail system
    • Troubleshoot and resolve technical issues.
    • Provide end user instruction.
  • Provide outstanding service to end users by:
    • Adhering to department standards for ticket workflow and service level practices.
    • Regularly checking voice/e-mails and responding in a timely manner.
    • Following up with clients to ensure a satisfactory resolution to reported problems and requests.
    • Assisting with development and updates of technical and support documentation.
    • Communicating with end users regarding system outages and resolutions.
    • Updating internal training resources such as, but not limited to, Footprints Knowledge Base.
  • Advise and assist with specialized projects as asked for by Management.

Work Environment

  • Fast-paced
  • Heavy inbound/outbound call center
  • Teamwork –driven and collaborative
  • Customer-centric
  • Professional development opportunities
  • Room for advancement for motivated individuals with proven track record

Required Qualifications

  • 3 to 5 years job-related experience in an IT support role.
  • Excellent verbal and written communication, including appropriate telephone etiquette.
  • Excellent organizational skills.
  • Excellent problem-solving and troubleshooting skills required.
  • Exceptional customer service skills.
  • Strong dedication to maintaining professional relationships with users and outside vendors.
  • A working knowledge of Microsoft Office at a proficient level.
  • Ability to work remotely.
  • Ability to work effectively with all organizational levels, both individually and as part of a team.
  • Ability and to communicate effectively with all levels of management and staff.
  • Ability to remain calm under pressure and deal with stress associated with a fast-paced work environment.
  • Ability to work independently and within a team environment.
  • Ability to take the lead on projects and problems when requested or as appropriate, to make sound decisions and take the initiative to anticipate user needs.
  • Flexibility and adaptability to changing situations.
  • Ability to quickly learn new technology and develop computer skills as required to meet user demand.
  • Ability to travel periodically to other offices as needed.
  • Flexibility to work on-call during after-hours, weekends, and holidays.
  • Prior law firm experience.

Preferred Qualifications

  • Working knowledge of Citrix XenDesktop
  • Some college preferred


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