The IT Technical Support Analyst is responsible for providing second level technical support of the firm’s standard software (Windows 10, Office 365, iManage) and hardware (desktop, laptops, and printers). The IT Technical Support analyst delivers superior customer service to the firm through excellent communication skills and follow-up on all reported issues.
In this position, the employee must meet annual security education training and awareness (SETA) requirements. The employee must also assure that information created, acquired or maintained in performance of job duties is used in accordance with its intended purpose – to protect Troutman Sanders information and its infrastructure from external or internal threats – and to assure that the employee complies with Firm Policy requirements regarding information access, classification, security and privacy.
ESSENTIAL JOB FUNCTIONS:
Deliver exceptional customer service as the local office contact for IT support.
Responds to second level support-related tickets from the Help Desk to resolve application, phone, printer, and/or computer issues.
Creates support tickets for all requests received outside of the Help Desk to ensure appropriate tracking of issues within the firm.
Troubleshoots and resolves user application or hardware issues both remotely and in person.
Escalates unresolved support tickets to appropriate groups within the IT Technology department.
Works closely with the Enterprise Application team to ensure smooth deployment of firm images and applications, and patches.
Provide support for firm approved mobile devices, including, but not limited to, Apple iPhone and Android devices.
Responsible for second level support for the Help Desk including after hours on-call duties
Responsible for moves, equipment additions and changes, including setup of new user hardware and maintenance of existing hardware.
Manage accurate hardware asset inventory for all desktops, laptops and monitors including loaner and spare equipment as required by Standard Operating Procedures.
Manage accurate printer inventory and inform account manager of any adds, moves and changes promptly as required by Standard Operating Procedures.
Provide support for AV conferences, including web enabled meetings under the direction of the Audio Visual Department.
Provide offsite IT Support for firm related events, including, but not limited to, seminars and marketing events.
Provide first level telecom support including the voicemail system. This includes all Adds, Moves and Changes.
Research possible issue resolutions with tools available, including the use of the Internet and other on-line knowledge bases
Maintain technical proficiency by participating in in-house technical training programs as well as external programs.
Must continue to develop skills, knowledge and ability to improve processes and procedures, and keep updated on trends and developments in the industry. This includes meeting annual personal development goals.
Some travel may be required
QUALIFICATIONS & REQUIREMENTS:
Must have working knowledge of network protocols specifically TCP/IP, printers and peripherals
Must have solid working knowledge of mobile devices, including, but not limited to, Apple iPhone and Droid devices and experience with troubleshooting
Must have experience with hardware and software troubleshooting procedures
Must have a solid understanding of LAN/WAN configurations and knowledge of Windows networking and remote access technologies including VPN.
Must have a working knowledge of all current versions of MS Office Suite, Operating System, and legal applications utilized at the firm.
Must have solid customer service and communication skills
Must have the ability to develop and document operational procedures
EDUCATION AND/OR EXPERIENCE:
BA or BS from an accredited college or university preferred and three to four years’ experience in a law firm technology department; or any equivalent combination of training, education and experience that demonstrates the ability to perform the duties of the position.
Microsoft certifications a plus.
About Troutman Sanders LLP
Founded in 1897, Troutman Sanders LLP is an international law firm with more than 650 attorneys practicing in 12 offices located throughout the United States. The firm’s clients range from large multinational corporations to individual entrepreneurs and reflect virtually every sector and industry. The firm’s heritage of extensive experience, exceptional responsiveness and an unwavering commitment to service has resulted in strong, long-standing relationships with clients across the globe. In recognition of the firm’s strong service culture, Troutman Sanders has been on the BTI Client Service A-Team for 13 consecutive years.
Diversity and Inclusion
Diversity is an essential part of Troutman Sanders’ culture and contributes to the firm’s success and continued expansion. The firm proudly supports many initiatives that foster an inclusive environment. Since 2008, the firm has earned the top rating of 100 percent in the Corporate Equality Index (CEI), an annual survey administered by the Human Rights Campaign Foundation.
Troutman Sanders is not only known for dedication to clients, but also for commitment to the communities in which fi...rm personnel live and work. Members of the firm are active in civic, charitable, religious, educational, professional, international, governmental and arts-related organizations. In addition, firm attorneys and paralegals devote thousands of hours to pro bono legal services each year.