Mid-sized international law firm headquartered in Washington, D.C. has an immediate need for an Information Systems (IS) Support Analyst to work in their Washington, D.C. Office.
This individual covers the day-to-day operations of the IS Help Desk including receiving incoming user support calls, documenting those calls, and resolving the issues in a timely fashion. This person will provide first and second tier support for all software and hardware as well as handle a variety of general IT tasks. The Support Analyst will maintain, configure, setup, repair, and support the firm’s technological hardware to include: PC workstations, printers, phones, and various mobile devices. The Support Analyst reports directly to the Director of Information Systems.
The ideal candidate will have a thorough understanding and knowledge of current IT desktop operating systems and applications/systems typically used within a law firm, including but not limited to:
Candidate must possess excellent communication, problem solving, and customer service skills. Must be able to remain calm in pressure situations, deal with stress associated with a fast-paced work environment, adapt quickly to change, and grasp and apply new ideas quickly.
Essential duties and responsibilities include the following and other duties and responsibilities as assigned:
Answers, evaluates, prioritizes, and resolves incoming telephone, voice mail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Escalates calls when necessary.
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or third level support staff.
Documents and communicates to the IS Department known problems and issues.
Provides support to branch offices.
Logs and tracks calls using problem management database and maintains history records and related problem documentation.
Consults with third party software vendors to explain software errors.
Calls software and hardware vendors to request service regarding defective products.
Installs personal computers, software, and peripheral equipment.
Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
Performs various forms of document and multimedia conversion not limited to zip files, unknown extensions, unsupported applications etc.
Provides scanner support and OCR cleanup assistance.
Communicates with users regarding system outages and resolutions.
Assists with meeting setups and take down of video conference equipment, laptops, and projectors.
Provides consulting services to end-users in order to help them devise solutions to PC-related problems and projects.
Reads technical journals or manuals and attends vendor seminars to learn about changes in technology.
Maintains physical inventory of computer hardware and software including loaner devices.
In addition to the duties and responsibilities listed above, the qualified individual should also:
Be punctual and prepared to perform duties upon arrival
Have excellent attendance record
Perform work honestly, ethically and safely
Be available to work overtime as needed
Bachelor’s degree or equivalent combination of education and work experience
2 years experience in a technical support environment
Demonstrated ability to troubleshoot first and second tier hardware and software problems.
Must have working knowledge of local and wide area networks and TCP/IP protocols.
General knowledge of network connectivity.
Ability and patience in dealing with non-computer literate users.
Excellent communication skills and the ability to work independently and communicate with the internal team.
Ability to work effectively with all organizational levels individually and as part of a team and to communicate effectively with all levels of management and staff.
Ability to take the lead on projects and problems when requested or as appropriate and to make judgment decisions and use initiative to anticipate user needs.
Ability to adhere to the firm’s work rules, procedures and standards.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning.
Must have the temperament and demeanor requisite for a position that calls for personal dealings with the firm’s staff and attorneys as well as occasionally, clients. This interaction may be in-person in addition to telephone and email. Must be able to move efficiently through the office to work at each individual user desk, as needed.
Must be able to communicate well to the IS staff in technical terms and in non-technical terms to end users.
Must have the ability to analyze issues, establish priorities, anticipate consequences, make decisions and take action with fine attention to detail.
Capable of lifting 40 lbs
We offer a 35-hour work week, with some overtime as needed, a convenient Metro Center address, a professional and friendly work environment, an excellent benefits package, and salary commensurate with experience.
Send cover letter and resume to Jennifer Ireland, Human Resources and Recruitment Manager, Keller and Heckman LLP, 1001 G Street, NW, Suite 500 West, Washington, D.C. 20001 or to firstname.lastname@example.org. E.O.E.