This job description will be reviewed periodically and is subject to
change by management and/or Human Resources.
POSITION OVERVIEW
The Technology Support Analyst I is responsible for day-to-day PC
hardware and software support. This includes imaging, installing,
diagnosing, repairing, maintaining, and upgrading personal computers
and related systems. The candidate must have strong analytical skills
and the ability to operate in highly high-pressure situations,
successfully handle multiple priorities and possess a high level of
discipline while remaining flexible. The individual will also be
required to assist the Firmwide IT Service Desk by providing 1st line
phone support to our customers.
In addition to demonstrating considerable experience in the areas of
responsibility listed above, the successful candidate will demonstrate
expertise in providing prompt, professional and courteous services on
all customer requests, problems, and queries. The candidate must have
excellent oral and written communication skills, must show strong
interpersonal and customer service skills, and must have the ability
to be process-oriented yet flexible. The candidate must be able to
interact with individuals of all levels throughout the Firm . He or
she must be able to work well with other technical teams to provide
troubleshooting steps to aid in the resolution of desktop computing
issues. This person can write or assist in writing technical
documentation and share it with other teams. This person will also be
a mentor to new staff members and assist in the training of new staff.
The candidate will occasionally assist with conference technology
setup and support.
The position will primarily cover the 12:00 - 20:00 shift, but the
person should be able to undertake other shifts as required. The
candidate will be part of a weekend coverage Rota. They may also be
required to work overtime during the weekdays or weekends when needed.
This is an in-office support role.
JOB RESPONSIBILITIES (This list is not exhaustive
and may be supplemented and changed as necessary.)
Good judgment in assessing user issues; intermediate
troubleshooting methodology.
Ability to work for the best resolution through knowledge,
documented resolution, or proper and timely escalation.
Ability to maintain the firm's hardware assets through the asset
management system.
Proficient in Windows 10 OS and core application suite, including
the Microsoft Suite and various Kirkland applications.
Good knowledge of Remote Computing, including Zoom, WebEx, Skype
for Business, and Citrix.
Good PC troubleshooting skills and assist other team members in
troubleshooting and diagnosing issues.
Intermediate knowledge of iOS setup and troubleshooting.
Knowledge of networks, including wireless experience.
Intermediate 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 the call ticketing system for each incident (e.g.
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 set up and troubleshoot video and audio in conference rooms.
QUALIFICATIONS
Education, Work Experience, Skills
Computer Science or Technical qualification
Proven experience in a professional services environment, law firm
experience preferred.
Prior experience in setting up and
supporting remote offices or trials is a plus.
Ability to work with third-party
vendors, meeting centers and remote venues.
A+ and/or Microsoft certification are desirable.
ITIL Foundation certification is 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.
Help Desk experience a plus.
Audio Visual experience a plus.
Asset Management experience a plus
Technologies/Software.
Core Technologies
Knowledge of desktop computing environment and troubleshooting
techniques of hardware and software issues.
Knowledge and the ability to support the Microsoft operating
system, including networking components, hardware, and peripheral devices.
Knowledge and experience in a conference centre environment.
Knowledge in remote meeting platforms, including Zoom, WebEx and
Skype for Business.
