Job Title

Under the direction of the Technical Services Director, the Desktop Analyst is responsible for providing second level support for PCs, laptops, applications, mobile devices and remote access to end-users as well as the deployment and physical maintenance of all PC’s, mobile devices, telephones and related hardware. Responsibilities: Manage and respond to all support requests (incidents or service) submitted in ServiceNow. Perform desk side visits and/or remote troubleshooting support as needed Deploys and provides direct support of firm issued hardware to end users, this includes desktops, laptops, printers, MFDs, monitors, telephones, mobile devices, wireless access cards and other peripherals. Provide second level support and troubleshooting for the following; Windows 10 Applications - Microsoft 365, iManage/DeskSite, including non-standard installations. Mobile Devices Install and support the firm’s remote access technologies (Citrix and VPN) Perform virus remediation in conjunction with directives from the IS Security team Deploy and maintain the firm’s BYOD initiative Performs individual and floor moves of all IS hardware equipment Builds and rebuilds desktops and laptops using standardized tools Performs hardware upgrades and repairs on all IS hardware, this includes the hardware refresh Coordinates with IS Inventory Specialist to maintain the inventory of the firm’s (general and loaner) equipment; laptops, desktops, printers, blackberry, smartphones, tablets, wireless access cards in the asset tracking tool Performs computer builds, office setup and mobile devices in preparation for the summer and fall associates as well as new hires Setup equipment in conference rooms, visiting attorneys/clients and perform quality control checks Follows equipment reclamation process for departing employees Install, administer and maintain software on the MFDs Coordinate issues with or redirect issues to appropriate departments Generate documentation for new processes/update existing process (ex. new install procedures, software usage instructions, mobile app installation) Provides assistance during any IS technology implementation within the firm Qualifications: Bachelor's degree, preferably in Computer Science, and/or a minimum of seven years' experience in desktop and remote access support. Advanced Troubleshooting skills in Windows Operating Systems andApplications including but not limited to current versions of: Windows 10 Microsoft 365 Suite, DeskSite/iManage Citrix Remote Access, VPN Wireless Networking Basic knowledge of the support of MAC operating systems and common applications. Knowledge of network topology, wireless networking and SCCM. Must have excellent customer service skills and be highly responsive to our customers’ requests Must have strong technical skills with the ability to troubleshoot and resolve complex issues in a Windows environment Must have strong interpersonal, analytical and organizational skills with exceptional attention to details Highly flexible communication skills: Ability to rapidly translate between the technical and non-technical sides of a situation in a way that ensures understanding and customer satisfaction Ability to work effectively and efficiently as part of a team and independently as necessary Lifting and moving of computer equipment is required Work Requirements: Attendance Requirements: On site from 11am-7pm and available as necessary before or after normal working hours to work at the firm, over the telephone, or at off-site meetings, in order to meet the demands of the job and the needs of the firm. Travel Requirements: Ability to engage in off-site travel as required from time to time, in order to meet the demands of the job, and the needs of the firm