The Information Technology Department is responsible for the Firm's computer and telephone systems. The IT Technical Support Analyst reports to the IT Operations Manager and is responsible for installing, supporting, maintaining, and tracking all firm computer and telephone equipment, as well as supporting the Microsoft Office Suite and Desktop Operating Systems in a network environment. The hallmark of the Information Technology Department is outstanding customer service.
Essential Duties and Responsibilities:
Provide support for AV conferences, including web enabled meetings under the direction of the AV Technical Lead Engineer.
Provide offsite IT Support for firm related events, including, but not limited to, seminars and marketing events.
Provide support for firm approved mobile devices, including, but not limited to, Blackberry, Apple iPhone and Droid devices.
Manage accurate hardware asset inventory for all desktops, laptops and monitors including loaner and spare equipment as required by Standard Operating Procedures.
Responsible for moves, equipment additions and changes, including setup of new user hardware and maintenance of existing hardware. This includes regularly moving printers, computers, monitors and other hardware.
Manage accurate printer inventory and promptly inform the account manager of any adds, moves and changes as required by Standard Operating Procedures.
Responsible for second level support for the Help Desk including after hours on-call duties.
Provide first level telecom support including the voicemail system. This includes all adds, moves and changes.
Responsible for end-user support for Firm standard applications and peripheral hardware.
Responsible to ensure all end user support requests are entered in the Help Desk call tracking system.
Research possible issue resolutions with tools available, including the use of the Internet and other on-line knowledge bases.
Maintain technical proficiency by participating in in-house technical training programs as well as external programs.
Must continue to develop skills, knowledge and ability to improve processes and procedures, and keep updated on trends and developments in the industry. This includes meeting annual personal development goals.
Some travel may be required.
Knowledge, Skills and Abilities:
Knowledge of network protocols specifically TCP/IP, printers and peripherals.
Solid knowledge of Blackberry and other mobile devices and experience with troubleshooting.
Experience with hardware and software troubleshooting procedures.
Solid understanding of LAN/WAN configurations and knowledge of Windows networking and remote access technologies including VPN.
Knowledge of all current versions of MS Office Suite, Operating System, Exchange environment and Active Directory.
Excellent customer service and the ability to communicate effectively with clients, Troutman Pepper attorneys and staff at all levels and work well as part of a team.
Must have the ability to develop and document operational procedures.
EDUCATION and/or EXPERIENCE
A Bachelor’s degree or any equivalent combination of training, education and experience that demonstrates the ability to perform the duties of the position.
At least three (3) years of experience in information technology working in a law firm or other professional services environment.