Technical Support Analyst

JOB TITLE:

Technical Support AnalystHOURS:

10:00am - 6:30pm

POSITION SUMMARY:
Under the direction of the Technical Support Services Manager, the Technical Support Analyst will act as a central point of contact for all attorneys and staff regarding questions or problems pertaining to the services delivered from the Information Services Department.

RESPONSIBILITIES:
•Provide expert telephone support to our customers, troubleshooting a variety of software, hardware and network issues to point of resolution or escalation. •Log customer calls, maintain records and capture final solutions in the on-line help desk system, IQTrack •Take on and thoroughly complete both individual projects and assigned components of team initiatives while meeting all applicable deadlines. •Research and write appropriate technical documentation on applications and processes. •Route calls to the appropriate person within the Department for resolution in accordance with established escalation procedures. •Provide status reports to customers throughout the life of a call. •Closely track information associated with the distribution of laptops, printers, cellular telephones, pagers and PDA’s from the Firm’s loaner pools. Follow proper procedures to protect the Firm’s investment in these devices. •Provide floor support as needed. •Distribute toner cartridges to customers as needed. •Test and evaluate software and hardware products. •Must be available for weekend shifts, on-call rotation and other overtime. •Function as an internal escalation “expert" for the other Technical Analysts •Assist the rest of the team in troubleshooting and escalating tickets to other groups in the Information Services Department •Other duties as assigned.  RequirementsMINIMUM QUALIFICATIONS REQUIRED:
•College degree preferred; MOS and MSDST certification a plus. •Law firm experience preferred •Ability to troubleshoot complex issues and keep the issue in the Technical Support Services area •Support experience with PC and laptop hardware as well as HP laser printers. •Experience with Windows 7, Hummingbird Document Management, IE, Adobe Suite and a general understanding of local/wide area networking. •Advanced support skills with Microsoft Outlook and Office 2003 and 2010. •Strong oral and written communication skills. •Excellent organizational and time-management skills; must be detail-oriented. •Highly customer-focused, team-oriented, and results-driven.

To be considered for this position, please submit a resume and cover letter to the following link: www.recruitingcenter.net/clients/wrf/publicjobs
accounting manager job description
Country: USA, State: Dist of Columbia, City: Washington, Company: Wiley Rein LLP.