Tech Support Analyst (Level 2)
ORGANIZATION: International Law Firm
LOCATION: Miami, FL
COMPENSATION & BENEFITS: Base salary up to $95K, Paid Overtime, Bonus eligible, Medical and Dental Coverage; Paid Time Off; 401K; Savings Accounts; well sought after firm culture and more!
KEY RESPONSIBILITIES:
- Assess user issues and provide intermediate troubleshooting methodology
- Resolve user issues in a timely manner
- Proficient in Windows 10 OS and core application suite
- Possess PC troubleshooting skills
- Able to diagnose issues
- Understand Voice over IP (VOIP) telephone systems
- Document new findings, solutions and processes
- Adhere to use of call ticketing system for all incidents or requests
- Understand and follow ticket ownership guidelines and system usage
- Research information as related to IT through internal and external sources
- Able to setup and troubleshoot video and audio in conference rooms
- Set up presentation equipment
- Support the day-to-day Conference Center Technology operational needs
- Provide equipment to staff
- Maintain log of technical concerns addressed in system
- If there are outstanding technical issues, ensure appropriate, clear and concise follow-up
- Troubleshoot, identify, and research IT issues and interface with staff via telephone or in person
REQUIREMENTS:
- High School Diploma or equivalent
- 5+ years experience in a professional services or law firm environment
- Knowledge of Microsoft Office
- Excellent ability to follow procedures and processes to ensure we remain IT Compliant
- Excellent customer service skills
- Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues
