IT Support Analyst

Windows 7 OS, Mac X OS, Windows Office
Full Time
Depends on Experience

Job Description

Noon to 8pm - Help Desk Analyst (Applications)

Assess, triage, research, resolve incidents, service requests and information requests covering application software,
hardware componentry, network configuration and infrastructure.
Collect information through a customer interview, support tools including knowledge bases and additional support
staff (service resources) if needed.
Move problems beyond the scope of ability or responsibility to Data Center Network Technology or Telephony
service resources in a timely manner.

• Fluency, facility and capability in applications, operating systems, networking, and desktop/device problem
solving, customer service and support.
∗ High level of fluency and capability in specific legal applications or their equivalents including Microsoft
Office (Word, Excel, PowerPoint, Outlook, Visio and Access), Litera Innova (numbering and templates),
Autonomy iManage DMS (matter centricity, filing and searching), Nuance PDF Converter, IntApp
(Timebuilder and Axiom), browsers (IE, Firefox and Chrome), Payne Metadata Assistant, Worshare
∗ Good facility and conceptual underpinnings in Windows 7 OS elements including compatibility, search,
taskbar, stacking, libraries.
∗ Some understanding of MAC X OS.
∗ Awareness of Windows Network functionality including Active Directory (resources and user or computer
accounts and groups), Domains (Organizational Units and Group Policies), Domain Controllers,
Lightweight Directory Access Protocol.
∗ Excellent technical and application incident problem solving toolkit.
∗ Highly developed customer service focus with well-honed telephone, email and one-to-one skillset.
∗ Some Desktop Support knowledge and capability.
∗ Some conference room setup experience.
∗ Awareness of Active Sync and BES operations in support of iPhone, Android and BlackBerry devices.
• Analyze, address and resolve incidents, service requests and information requests covering application software,
hardware, networking and infrastructure.
∗ Log and track all incidents, service requests and information requests as tickets from identification through
resolution into Heat or its equivalent.
∗ Use appropriate call type / category or equivalent structure for incident, service request and information
request logging.
∗ Document pertinent incidents and requests within Heat Knowledge Base or equivalent.
∗ Provide timely and coherent follow up with other support staff (service resources) involved in resolution to
ensure correct resolution, fulfillment and communication.
• Deliver superior phone, email and personal customer service.
∗ Create a positive customer support experience and build strong customer relationships through deep
problem understanding, timely resolution or escalation, effective and prompt communication of progress,
and presenting customers with a consummately professional attitude.
∗ Ensure coherent end-to-end customer experience acting as single point-of-contact.
∗ Communicate effectively, both verbally and in written communications, with all levels of staff,
administration and attorneys.
∗ Exhibit a patient, friendly, approachable demeanor with users at all times.
• Provide loan, conference and printer services.
∗ Set up and activate loaner Blackberry, iPhone and Android devices, notify user of availability, clean device
on return.
∗ Set up loaner laptops, clean on return.
∗ Setup projectors, laptops and video conferencing equipment in conference rooms, remove assets upon
session completion.
∗ Resolve printer and consumable issues.
∗ Manage loan assets, printer consumables and printer repair actions.
• Simultaneously and successfully handle multiple, disparate tasks.

Dice Id : 10180559
Position Id : 6343
Originally Posted : 2 months ago
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