Overview
On Site
Depends on Experience
Full Time
Skills
Active Directory
Android
Collaboration
Communication
Computer Hardware
Customer Service
Help Desk
IOS Development
Knowledge Base
Law
Microsoft Office
Microsoft Operating Systems
Microsoft Windows
Microsoft Windows 7
Network
Operating Systems
Job Details
Support Analyst
Responsibilities:
- Field incoming help requests from end users via telephone and e-mail in a courteous manner
- Ensure all requests from users are logged and escalation procedures are followed
- Maintain problem statresolution information in ticketing database
- Ensure SLAs are met by reviewing the Help Desk inbox and tickets
- Escalate issues and collaborate with the appropriate IT teams to find resolutions
- Update Help Desk knowledge base with accurate and up-to-date information
- Troubleshooting problems with Windows based workstations, custom applications, email, network and peripheral equipment
- Troubleshoot Android and Apple iOS software issues
- Maintain expert level knowledge of the platform s operating systems, standard applications, and computer hardware solutions
- Work overtime as required
- Perform other duties as assigned
Qualifications:
- College degree required in a technology discipline (preferred)
- Two years' professional experience supporting end user equipment in a high volume corporate or law firm environment
- Must have excellent customer service skills, communication skills and be a team player
- Must possess a solid understanding of PC hardware/peripheral devices, Active Directory, standard operating systems (Windows 7/10) and Microsoft Office applications
- Experience supporting mobile technologies iOS and Android
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.