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Technical Support Analyst in Washington, DC at SNI Technology

Date Posted: 6/25/2019

Job Snapshot

Job Description


Technical Support Analyst
Full Time Non ExemptNon-Exempt
Washington, DC, US

Our client is seeking a Technical Support Analyst to join its Information Services team. Under the direction of the Technical Support Services Manager, the Technical Support Analyst provides troubleshooting assistance to attorneys and staff for software, network, and hardware issues. The Technical Support Services Analyst possesses a strong understanding of the firm's core applications and systems and uses the firm's ticketing system to log calls, maintain records, and research and document resolutions.

Position Hours:
9:30 am - 6:00 pm


Responsibilities/Essential Functions:
* Provide expert telephone and in-person support to the Firm's attorneys and staff, troubleshooting a variety of software, hardware and network issues to point of resolution or escalation
* Log customer calls, maintain records of tasks, and capture final solutions in the on-line help desk system, IQTrack
* Ability to analyze root cause of incidents and determine resolutions
* Route tickets to the appropriate person within the Department for resolution in accordance with established escalation procedures
* Provide status reports to customers throughout the life of an issue or request
* Research and write appropriate technical documentation on applications and processes
* Track asset information associated with the distribution of laptops, desktops, monitors, printers, and mobile devices from the Firm's equipment inventory
* Provide floor support as needed
* Distribute toner cartridges to customers as needed
* Test and evaluate software and hardware products
* Other duties as assigned

Education and Experience:
* College degree preferred; technical certifications a plus
* Five (5) plus years relevant technical support experience preferred. Prior law firm experience preferred.
* Support experience with PC and laptop hardware as well as HP laser printers
* Experience with mobile device troubleshooting and mail configuration
* Experience with Windows operating systems, document management systems, IE, Adobe Suite and a general understanding of local/wide area networking

Knowledge, Skills, and Abilities:
* The ability to communicate professionally and effectively, both in oral and written form
* The ability to multi-task, prioritize/coordinate deadlines and track progress of tasks
* Strong customer service orientation
* Ability to demonstrate attention to detail and accuracy
* Must maintain confidentiality of work related information and materials
* Must establish and maintain effective working relationships in and out of a team environment
* Ability to quickly develop expert level knowledge in systems within organization
* Responsible for developing and maintaining relevant subject matter expert procedures and standards
* Must be able to provide administration & support related to systems within organization
* Resourceful problem solving and ability to create and implement effective procedures
* Ability to organize work flow and use time efficiently
* Understands and adopts the organizational structure
* Possesses the attitude of collaboration and sharing
* Willingness to learn and adopt new methodologies
* Flexibility to work overtime on an as-needed basis

Work Environment/Physical Demands:
* Position operates in a professional office environment which is usually quiet to moderate
* While performing the duties of this job, the employee is required to have ordinary ambulatory skills sufficient to visit other locations; and the ability to stand, walk, stoop, kneel, and crouch. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read information
* The employee frequently is required to sit, reach with hands and arms, talk and hear
* The employee frequently lifts and/or moves objects up to 10 pounds and occasionally lifts and/or moves objects up to 50 pounds
* The firm requires that the duties and responsibilities of this position be performed onsite during scheduled work hours.

* This description outlines the basic requirements of this position. It is not intended to be a complete description as other duties may be assigned.