Under direction of Regional IT Manager will perform a variety of applications support duties.
Provide advanced technical and informational assistance to users of the A&B computer system in a timely, accurate, and courteous manner.
Install software on PC's, including desktops, laptops and tablets.
Assist with the installation, configuration and support of Windows-based applications in our network environment.
Provide support for various audio/video conferences, presentations, shows, etc.
Perform product testing to ensure that developed products meet design specifications and are within total quality management limits and standards.
Provide after-hours technical support and coverage when needed.
Perform routine support on computers, printers, and other peripherals, connecting to wireless network, clearing paper jams, replacing toner cartridges, relocation and/or temporary setup of computer equipment, re-imaging, etc.
Resolve software-related calls referred by the Help Desk, as needed, when the calls are beyond the scope of the Help Desk staff.
Install new software packages on Firm computers, and assist users with getting started becoming self-sufficient with firm technology.
Document software installation instructions and applications that are customized for the firm and implement selected software.
Remain current with enhancements made to firm supported software packages as well as other packages that might be beneficial to the firm in the future.
Perform functional, boundary, stress, regression and performance tests.
Document any and all defects into a problem management tracking system.
Assist project teams in defining requirements and explaining defects.
Provide one-on-one instruction on the use of new firm supported software applications as needed.
Provide audio/video and multimedia support in meetings and conference rooms within the office and off-site events.
Assist other staff members with special projects as required.
Responsible for the completion of assigned project deliverables and identifies implementation issues in a clear, thorough, and timely manner.
Adherence to A&B’s technology standards, data protection and security awareness policies and procedures.
Keep manager informed on the status of work/projects, problem areas and customer satisfaction.
Perform other departmental duties as required by managers in the LAX Office.
SKILLS NEEDED TO BE SUCCESSFUL
Ability to communicate effectively both orally and in writing with computer users regarding problems and questions.
Ability to understand and translate technical material for non-technical users.
Excellent organizational skills for prioritizing projects.
Thorough knowledge of Microsoft Windows and Microsoft Office Suite.
Knowledge of relational databases.
General knowledge of PC LANs and networks including Windows.
Ability to quickly learn new applications and upgrades to existing applications.
EDUCATION AND EXPERIENCE
Ability to understand procedures and instructions specific to the area of assignment as would be acquired during four years of high school.
Associate or bachelor’s degree is not required but preferred.
Minimum 3 years of experience in a Windows and network environment.
Previous experience in the legal field is desired.
Previous experience teaching computer applications and writing documentation for applications is desired.
Analyst will spend a lot of time teaching (in a one-on-one situation), as well as doing, as part of an ongoing process of making users more self-sufficient.
Repetitive motions - substantial movements of the wrists, hands and/or fingers.
Crouching, kneeling, standing, climbing, stooping, walking, pushing, pulling and lifting.
Talking - expressing or exchanging ideas by means of spoken word. Ability to convey detailed or important spoken instructions to other workers accurately.
Hearing - ability to receive detailed information through oral communication.
Sitting most of the time.
A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.