Technical Support Analyst

Description

A client of TEKsystems is seeking a Helpdesk Support and Systems Analyst position to our Information Technology department. They are looking for a strong applicant with Analyst abilities and experience to collaborate with a team of four other technical support professionals (the Helpdesk Team) to provide on-site and over-the-phone primary support to around 100 end users in our Minneapolis and St. Paul offices and occasional assistance to 200 additional users in the firm's Plymouth location. If you are someone who likes to dig in and solve issues, has good technical abilities, and enjoys working with people, this position might be for you. This position provides the right applicant the opportunity to make a difference in the organization's technical support delivery, embracing support opportunities in a dynamic and technically diverse environment. The role handles Helpdesk tickets and takes requests directly from users, as well as participating in firm wide projects and office initiatives. It offers great exposure to many different aspects of technology support, the ability to learn and take on new responsibilities and the opportunity to contribute with experiences and skills you already possess.

Essential Functions and Duties

• Function as a primary contact for information technology issues and user problems; primarily in the Minneapolis office, but also as part of the firm wide Helpdesk Team.

• Monitor and respond in a timely and effective manner to requests received through the IT Helpdesk management system; Zendesk. Carefully and thoroughly document all incidents for proper record keeping and future reference.

• Manage IT-related tasks for employee/attorney onboarding and termination, including work within Active Directory user and group management, VMware, Exchange Management and Email Gateway, Azure Authentication and other firm systems.

• Provide support for many different software systems: Windows 10, Office 2016, Document Management, Template and Macro packages, document comparison software, the firm Intranet, legal-specific applications, security tools, etc.

• Provide email support to individuals and groups in Outlook 2016 including rules, signatures, calendars, as well as assistance with email gateway (SPAM filter), phishing questions and email on mobile devices.

• Provide document support on complex documents in Microsoft Office.

• Install, test/configure various hardware, peripheral devices and accompanying software, drivers, etc. (i.e. printers, dictation equipment, storage devices).

• Escalate unusual or unresolved issues to the appropriate IT team member in a timely fashion.

• Assist in documenting all internal procedures. Follow Standard Operating Procedures (SOPs) established by the department and help keep them organized and up-to-date.

• Follow, support and promote best practices in data security in order to protect computer users and the firm's clients' data.

Preferred Education/Experience

• 2 or 4 year degree in an Information Technology-related area of study.

• At least 2 years of prior relevant technical experience.

Preferred Experience

• Experience with service/incident management/ticketing systems; Zendesk preferred.

• Responsibility for direct user support.

• PC updating and patching.

• User physical moves and configuration changes.

• Network Administration, Active Directory (reset passwords, create users, group assignment); Microsoft networks preferred.

• Network connectivity/troubleshooting (ping, trace routes, physical cable connectivity, basic DNS commands, network adapter configuration, etc.).

• Experience operating within a Virtual Desktop Infrastructure (VDI); (especially VMware Horizon) preferred.

• Intermediate competence in MS Office 2016 products (Word, Excel, PowerPoint); particularly MS Word experience a plus (document Styles, Numbering, etc.).

• Document management system experience, preferred.

• Complying and promoting compliance to the firm's security standards.

• Mobile phones support experience (iOS and Android).

• Support of IP Phone systems (account creation, MACs, etc.).

• Law firm working experience highly desirable.

Skills

Help desk, Service desk, Technical support, windows 10, VDI, document management, legal document

Top Skills Details

Help desk, Service desk, Technical support

Additional Skills & Qualifications:

Core Competencies

• Ability to handle a wide variety of issues with curiosity, organization, and a calm demeanor.

• Excellent customer service focus with sufficient technical skill and understanding to explore, troubleshoot and determine best solutions to issues and problems. Ability to perceive and navigate requests and demands, from a broad spectrum of roles and interests, with tact, thoughtfulness, and discretion, while working within the general direction provided by the IT Department.

• Excellent communication; both interpersonal and written. Ability to interact with executives and professionals in keeping with a professional services environment.

• Understanding of the importance of clearly documenting issues and system configurations.

• Ability to maintain and track equipment and software inventory.

• Ability to support and enhance user experiences with hardware and software (email, MS Office, legal and practice-specific applications, web applications, etc.).

• Ability to assess problems and situations from the end user's perspective and craft responses and recommendations accordingly.

Experience Level

Intermediate Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.