IT Support Services Analyst

IT Support Services Analyst (PERM)

Location: Miami, FL

hybrid schedule (3 days in, 2 days remote)

Salary: $80 - 90K

Position Summary

The IT Support Services Analyst is responsible for supporting for supporting the end users of the with their use of technology.

IT Support Analyst Job Responsibilities

• Deliver technical support for a variety of software and hardware needs within a Citrix XenDesktop environment:
  • Resolve software-related issues for all firm-deployed applications in-person and remotely.
  • Troubleshoot issues related to client workstations/laptops, as well as related hardware.
  • Convert various forms of document and multimedia including, but not limited to, zip files, unknown extensions, unsupported applications, etc.
  • Removal of harmful desktop viruses, spyware, ad software, etc.
  • Printer management including, but not limited to, resetting and clearing print jobs, installation, and back-end server support
  • Contact third party vendors as needed
  • Test new and/or updated technology to ensure stability prior to firm-wide release.
  • Commit to self-development by learning new technologies as needed.
  • Travel to other offices on a monthly basis to provide assistance to users.
  • Providing 80 percent software support with 20 percent hardware support.
• Support firm-issued mobile devices (iPhone and iPad)
  • Install and configure mobile device management platform (MDM).
  • Troubleshoot issues related to mobile devices and MDM.
  • Provide end user instruction.
  • Follow department standards for inventory tracking and communication.
• Support desk phones and voicemail system
  • Troubleshoot and resolve technical issues.
  • Provide end user instruction.
• Provide outstanding service to end users by:
  • Adhering to department standards for ticket workflow and service level practices.
  • Regularly checking voice/e-mails and responding in a timely manner.
  • Following up with clients to ensure a satisfactory resolution to reported problems and requests.
  • Assisting with development and updates of technical and support documentation.
  • Communicating with end users regarding system outages and resolutions.
  • Updating internal training resources such as, but not limited to, Footprints Knowledge Base.
• Advise and assist with specialized projects as asked for by Management.

Work Environment

• Fast-paced
• Heavy inbound/outbound call center
• Teamwork –driven and collaborative
• Customer-centric
• Professional development opportunities
• Room for advancement for motivated individuals with proven track record

Required Qualifications

• 3 to 5 years job-related experience in an IT support role.
• Excellent verbal and written communication, including appropriate telephone etiquette.
• Excellent organizational skills.
• Excellent problem-solving and troubleshooting skills required.
• Exceptional customer service skills.
• Strong dedication to maintaining professional relationships with users and outside vendors.
• A working knowledge of Microsoft Office at a proficient level.
• Ability to work remotely.
• Ability to work effectively with all organizational levels, both individually and as part of a team.
• Ability and to communicate effectively with all levels of management and staff.
• Ability to remain calm under pressure and deal with stress associated with a fast-paced work environment.
• Ability to work independently and within a team environment.
• Ability to take the lead on projects and problems when requested or as appropriate, to make sound decisions and take the initiative to anticipate user needs.
• Flexibility and adaptability to changing situations.
• Ability to quickly learn new technology and develop computer skills as required to meet user demand.
• Ability to travel periodically to other offices as needed.
• Flexibility to work on-call during after-hours, weekends, and holidays.
• Prior law firm experience.

Preferred Qualifications

• Working knowledge of Citrix XenDesktop
• Some college preferred