Technology Support Analyst II

Posted on Feb 22, 2021 by Request Technology

Chicago, IL 60601
IT
Immediate Start
$75k - $75k Annual
Full-Time


*We are unable to sponsor as this is a permanent full time role*

A prestigious company is on the search for a Technology Support Analyst II. This analyst will be one of three people handling 360 users across the firm. They are looking for someone with 3 to 5 years of experience in a similar role supporting Windows technology, VoIP, video, audio, zoom, WebEx Teams, IPhone, Citrix networking, etc. After this person goes through training they will be in a rotation of office for 2 weeks and remote 4 weeks.

Responsibilities:

  • Excellent judgment in assessing user issues; intermediate trouble-shooting methodology.
  • Ability to work for the best resolution either through own knowledge, documented resolution or proper and timely escalation.
  • Proficient in Windows 10 OS and core application suite; including the Microsoft Suite and various Kirkland applications.
  • Intermediate knowledge of Remote Computing; including Zoom, WebEx, Skype for Business, and Citrix.
  • Intermediate PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues.
  • Intermediate knowledge of iOS setup and troubleshooting.
  • Knowledge of networks including wireless experience.
  • Intermediate understanding and knowledge of Voice Over IP (VOIP) telephone systems.
  • Demonstrates the willingness and ability to help other team members on difficult issues.
  • Documents new findings, solutions, and processes.
  • Adheres to use of call ticketing system for each incident (eg request, issues, etc.).
  • Understands and follows ticket ownership guidelines and system usage.
  • Solid ability to research information through internal and external sources.
  • Adheres to written procedures, checklists and all quality control associated with project rollouts.
  • Participates in on-call and overtime on an as needed basis.
  • Ability to setup and troubleshoot video and audio in conference rooms.

Qualifications & Requirements

  • Education. Computer Science or Technical qualification
  • Minimum of 5 to 6 years of experience in a professional services environment, law firm experience preferable.
  • A+ and/or Microsoft certification are desirable.
  • Strong verbal and written communication skills.
  • Must be able to demonstrate strong interpersonal and customer service skills and will have the ability to be process-oriented yet flexible.
  • Help Desk experience a plus.
  • Audio Visual experience a plus.

Technologies/Software

  • Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues.
  • Knowledge and the ability to support Microsoft operating system, including networking component, hardware, peripheral devices.
  • Knowledge and experience in conference center environment.
  • Knowledge in remote meeting platforms including Zoom, WebEx and Skype for Business.
  • Microsoft Windows
  • Microsoft Office Suite
  • iManage DeskSite and FileSite
  • Citrix/VPN
  • Polycom and Cisco Video Conference Systems
  • AirWatch
  • PeopleSoft
  • Carpe Diem
  • Avaya
  • MFA
  • Zoom, WebEx, Skype for Business
  • ITSM Ticket Management System
  • Lenovo laptops and desktops



Reference: 1105277414

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