Lead IT Support Analyst

Job Summary:

Under the direction of the IT Support Manager, the Lead IT Support Analyst is responsible for coordinating Tier 1 support.  The Lead IT Support Analyst will collaborate with the IT Support Manager to ensure the Tier 1 team delivery of the exceptional client experience by fulfilling the job duties as outlined below. 

Job Functions:

• Provide first level phone and remote support to internal and external customers who are experiencing operational, hardware and/or network connectivity problems with their computers and associated software.
• Must exhibit critical thinking prowess and possess excellent troubleshooting skills.
• Assist with information gathering and communicates with customers as requested to help resolve escalated issues.
• Facilitate relationship with off-site help desk including escalations, announcements and follow-up on tickets.

·         Responsible for ensuring proper trouble ticketing lifecycle including escalations, follow-up and resolution.

·         Work closely with the Tier 1 team to escalate unusual or recurring problems when necessary.

·         Maintain working knowledge of all Firm applications.

·         Document, log and track all information relating to customer problems in the help desk information database including submitting knowledge base articles for approval.

·         Seek out opportunities to maximize help desk efficiencies, and improve client service.

·         Deskside support including hardware set-up and breakdown, equipment delivery and conference room support.

• Perform trend analysis within ticketing system. 
• May be asked to participate in floor support and training initiatives as requested.  

Qualifications:

·         Bachelor’s degree is preferred.

·         Minimum of 5 years of experience working, in a help desk role.  Law firm experience is preferred. 

·         Proficient Windows 10, Microsoft Office 2016 (or higher), and applications knowledge including document management systems (iManage; Worldox; NetDocs).

·         Understanding of mobile device management platforms.

·         Superior telephone etiquette and command of the English language with a demonstrated ability to maintain a customer service focus and a positive attitude at all times.

·         Ability to work effectively with all levels within an organization.

• Proven ability to work on multiple projects and priorities in a deadline driven environment.
• Must have physical ability to lift and move computer and related equipment.
• Home office network experience a plus.

Physical Requirements:

·         Must have the ability to work in stressful conditions under time deadlines.

·         Must have the ability to communicate clearly and to read and follow detailed instructions.

·         Must have minimal physical mobility.  Position may occasionally require standing, walking, reaching, and lifting up to 15 pounds.

https://talent.choate.com.