Office Technology Support Analyst

Overview

On Site
BASED ON EXPERIENCE
Contract - W2
Contract - Independent

Skills

OFFICE 365
O365
TROUBLE-SHOOTING
TROUBLESHOOT
TICKETING
SUPPORT
HELPDESK
HELP DESK
DESKTOP SUPPORT
VIP
EXECUTIVE SUPPORT
WHITE GLOVE
WINDOWS

Job Details

Job Summary & Objectives
The OTS Analyst supports the local office and working in conjunction with other offices to support the Firm's Partners and C-Suite Executives. The OTS department manages the Firm's user IT, software, hardware, AV, and telephone support providing a white glove service for the Firm's local users. The role will require a hardworking, dedicated professional looking to expand their IT knowledge and become an integral part of a technology support service.
Essential Job Duties & Responsibilities
  • Provide assistance by liaising with clients via email, telephone, ticketing system or in person as needed.
  • Respond promptly and effectively to user inquiries, troubleshooting hardware, software, network, AV and telephone issues.
  • Prioritize and manage IT support for VIPs and Executive Suite members, ensuring expedited resolution and personalized service.
  • Develop and maintain strong relationships with VIPs, understanding their specific needs and preferences to provide tailored IT solutions.
  • Offer proactive IT maintenance and support for VIPs to prevent issues before they occur and provide immediate on-site or remote assistance when needed.
  • Coordinate with other departments to ensure that VIPs have seamless access to all technology-related services and that their confidential information is securely handled.
  • Diagnose and resolve technical issues relating to desktop and laptops, various operating systems, applications, peripherals and handheld devices.
  • Escalate calls to the appropriate support teams with the assistance of the Director, Administration and Senior OTS Analyst and maintain visibility to ensure efficient resolution of all escalations.
  • Prioritize support requests and keep clients informed of the status of their query.
  • Maintain accurate records of all service desk interactions including issue descriptions, troubleshooting, investigative steps taken and resolution details.
  • Utilize knowledge base articles and departmental documentation to find solutions.
  • Participate in team meetings, training sessions and service improvement sessions both locally and globally.
  • Assist with the planning, scheduling and execution of computer equipment installations, imaging, upgrades and effectively escalating user requests, problem trends and business need where required.
  • Assist with planning and leading training workshops designed to increase skills in specific areas of IT based on support call trends.
  • Help maintain and keep inventory of all stock including but not limited to laptops, desktops, phones, mobile devices, printers, and all desktop-based IT peripherals.
  • Assist with the removal and set-up of computer hardware and software as part of office moves.
  • Assist with the setup, configuration and troubleshooting of AV equipment for meetings, conferences and events. Assist users in operating AV equipment, providing guidance and troubleshooting as needed.
  • Any other ad-hoc duties/projects as required by the regional or global OTS management team.
  • Work with 3rd level support diagnosing and troubleshooting escalated issues.
  • Perform other duties as needed.
Education
Required
  • Associate's degree or 2 years college courses
Preferred
  • CompTIA A+
  • Network+
Skills and Experience
Required
  • 2 to 4 years of relevant experience required.
  • Ability to effectively present information verbally and in writing.
  • Strong attention to detail.
  • Must be able to work collaboratively in a team environment.
  • Ability to carry out instructions furnished in written, oral or diagram form.
  • Ability to work in fast-paced environment, meet and exceed deadlines.
  • Proficiency in latest version of MS Office Suite, Office 365 e.g., Outlook, Word, PowerPoint & Excel.
  • Knowledge of Document Management Systems (DMS), e.g., File Site/iManage.
  • Knowledge of Publisher, PDF software, e.g., Nuance (Kofax) and Adobe Pro, collaboration software e.g., MS Teams, audio and video software e.g., Zoom preferred.
  • Strong customer service skills and ability to interact with upper management, providing white glove service.
  • Ability to configure, install and maintain PC operating systems and related devices.
  • Experience supporting handheld devices and associated software and devices.
  • Strong hardware/PC peripheral trouble-shooting skills.

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