Deskside Support Analyst

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Deskside Support Analyst
The candidate will perform Tier 2 in-depth technical support for 2,000 computers, 1,000 printers, 225 software applications, and 1,100 mobile devices (i.e., smartphone, etc.). Provide Tier 2 technical support during normal business hours and routinely provide Tier 2 after hours and weekend technical support. First responder to security events and incidents to quickly neutralize threats to the Firm. Support the DevOps Continuous Integration and Delivery pipeline by serving as a primary test group focusing on performance, stability, connectivity, functionality, and integrations for new software, feature updates, security patches, or new procedures. Provide technical support services and solutions to one primary office and requisite home office support for personnel assigned to the primary office. Provide backup technology support services and solutions to the additional 22 offices and home office support for up to 1,200 employee home offices . Monitor local deskside ticket queue and provide a timely response for in-person support calls escalated by the Help Desk. Monitor firmwide second level ticket queue to correct problems requiring elevated permissions or in-depth analysis and troubleshooting. Document procedures and suggest improvements. Communicate technology issues and outages to attorneys and staff. Supplement the Systems Administration and Security teams to cover planned absences or assist with projects initiated by those groups. Conduct onboarding of new personnel, including computer setup, data imports, contacts, calendars, and special software. Conduct offboarding actions for departing personnel, including receiving firm equipment, data, contacts, and calendar exports. Collaborate with Systems Engineering for the Firm's baseline image (i.e., operating system, applications, and integrations). Maintain loaner pool of laptops, MiFis, and other devices. Work with departing attorneys and staff to collect equipment. Assist with data transfers for clients or employees who are leaving or joining the Firm. Coordinate phone setup and placement. Printer support and maintenance. Install firm-approved software. Maintain inventory of all computer equipment. Prepare laptop computers to be returned to the leasing vendor. Perform bi-weekly checklist tasks of conference rooms which include checking the supply bin levels. Assist in video conferencing setup and coordinate video conference troubleshooting. Conduct setup and tear down of trial site operations room at remote locations. Complete assigned special projects. Associate's degree (A. A.) or equivalent from two-year college required. A four-year degree and industry certifications are not required but are highly favored. CompTIA A+ certification is required for this position. AA or BS Degrees in Information Technology supersede the CompTia A+ Certification. CompTIA Security+ certification is required but may be obtained within the first six months of employment and must be completed for continued employment. Certifications in Microsoft Office and Microsoft Engineering are preferred but not required. Ability to read, analyze, and interpret instructions, policies, and procedures. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from peers and management. Ability to communicate with attorneys and staff and provide rapid and responsive customer service. Must be extremely well versed in the usage and troubleshooting of the Microsoft Windows operating system platform. Must have advanced skills in the usage and troubleshooting of Microsoft Office products, most importantly Word, Excel and PowerPoint. Must have printer and computer hardware repair skills. Industry certifications proving proficiency in these areas highly favored. Experience with legal-specific software and practices highly favored Must occasionally lift and/or move up to 60 pounds. Occasional travel to support various obligations is required.

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