*This role is onsite 5 days per week in DC*

*We are unable to sponsor for this permanent Full time role*

*Position is bonus eligible*

Prestigious Global Firm is currently seeking a Technology Support Analyst. Candidate will be responsible for day-to-day support of PC hardware and software. This includes installing, diagnosing, repairing, maintaining, and upgrading of personal computers and related systems. The candidate must have strong analytical skills and the ability to operate in extreme high-pressure situations, successfully handle multiple priorities and possess a high level of discipline while remaining flexible. The candidate should also be able to work independently when working remote when required. The individual may also be supporting remote trial setups and support. The individual may also be asked to assist the Global IT Service Desk by providing phone support to our customers if needed.

This role requires participation in firm wide maintenance window with occasional overtime on weekdays and weekends, especially during technology rollouts.

This position requires the individual to be in the office 100% of the time.

Responsibilities:.

• Windows 10 OS and core application suite; including the Microsoft Suite and various applications.
• Remote Computing and Citrix experience.
• PC troubleshooting and assisting other team members in troubleshooting and diagnosing issues
• Intermediate knowledge of iOS setup and troubleshooting.
• Knowledge of networks including wireless experience.
• Intermediate understanding and knowledge of Voice Over IP (VOIP) telephone systems.
• Demonstrates the willingness and ability to help other team members on difficult issues.
• Documents new findings/solutions and processes
• Adheres to use of call ticketing system for each incident (eg request, issues, etc.).
• Understands and follows ticket ownership guidelines and system usage.
• Solid ability to research information through internal and external sources.
• Adheres to written procedures, checklists and all quality control associated with project rollouts.
• Participates in on-call and overtime on an as needed basis.
• Ability to setup and troubleshoot video and audio in conference rooms.
• Support the day-to-day Conference Center Technology operational needs. Set up audio conferences (microphones, sound systems, speakerphones, conference calls).
• Set up and Support remote Zoom, WebEx, MS Teams and Remo events.
• Set up presentation equipment (LCD projectors, screens, videos).
• Become proficient on the operation of Kirkland's Crestron program.

Qualifications:

• Computer Science or Technical qualification
• Minimum of 5 to 6 years of experience in a professional services environment, law firm experience preferable.
• A+ and/or Microsoft certification are desirable.
• Strong verbal and written communication skills.
• Must be able to demonstrate strong interpersonal and customer service skills and will have the ability to be process-oriented yet flexible.
• Audio Visual experience a plus.
• Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues.
• Knowledge and the ability to support Microsoft operating system, including networking component, hardware, peripheral devices.
• Knowledge and experience in conference center environment.

Technologies:

• Microsoft Windows
• Microsoft Office Suite
• iManage DeskSite and FileSite
• Citrix/VPN
• Polycom and Cisco Video Conference Systems
• AirWatch
• PeopleSoft
• Carpe Diem
• Avaya
• MFA
• ITSM Ticket Management System
• Lenovo laptops and desktops