Tech Support Analyst

Profile

Basic Function
Tech Support Specialist will be responsible for providing desk-side hardware and software support and basic network support to attorneys and staff. This individual will also support a variety of wireless and handheld devices. Assisting Engineers and troubleshooting onsite issues. This is a full-time, non-exempt position.
Essential Duties
Hardware setup and support including handheld devices.
Analyze/resolve problems with desktop/laptop hardware, OS, & applications software.
Basic software troubleshooting on the following software applications: MS Office, Internet Explorer, Carpe Diem, Elite, PDF, InterAction and the firm Document Management System.
Printer, scanner, video conferencing and projector support.
Understand user application needs and growth of our Firm’s application offerings.
Communicates appropriately regarding resolution, and ensures that the appropriate documentation is completed after each incident.
Other Duties
Assist with laptop checkout duties.
Assist laptop users with remote “road warrior” skills, such as use of remote desktop and vpn access.
Create and update tickets using the HelpDesk ticketing database.
Point of contact for IT engineers.
Maintain positive and professional relationships with approved vendors.
Perform other related duties as needed or assigned.
Knowledge
The Technical Support Specialist should have working knowledge of: Microsoft Office Suite of applications. They should have extensive knowledge of Windows OS; computer hardware and software. Experience with the following applications is strongly preferred: iManage Document Management; RightFAX Desktop Faxing Software; InterAction Contact Manager; Elite Accounting System; and Carpe Diem Time Tracking and Entry. Experience with HP LaserJet Printers and Ricoh photocopiers/printers preferred. This position requires someone with experience supporting handheld devices with a specific emphasis on Blackberry/BES, iPhone/iPad and Android devices.
Skills
The Technical Support Specialist must possess outstanding customer service abilities. Excellent written and verbal communication skills are a must. Ability to communicate with all levels of staff, attorneys, management, vendors and client representatives required. This individual must have strong initiative, drive and ability to work in a team environment with minimal supervision.
Experience
The Technical Support Specialist must possess a high school diploma and some college preferred. Five or more years of experience in an IT HelpDesk or support environment required. Three or more years of Level 2 desk-side support experience is required. Law firm experience preferred.
This position requires occasional work after normal business hours and on weekends.
Working Conditions
Office Environment. Some offsite projects. Overtime, weekends and occasional travel required
Whitney Hancock
Architel
8350 N. Central Expressway
Suite 250
Dallas, TX 75206
****
Web: ****

Company info

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