IT Support Services Analyst
IT Support Services Analyst
Posted on :
08-05-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
08-05-2025
Job Description
- Deliver technical support for a variety of software and hardware needs within a Citrix XenDesktop environment:
- Resolve softwarerelated issues for all firmdeployed applications inperson and remotely.
- Troubleshoot issues related to client workstations/laptops as well as related hardware.
- Convert various forms of document and multimedia including but not limited to zip files
- unknown extensions unsupported applications etc.
- Removal of harmful desktop viruses spyware ad software etc.
- Printer management including but not limited to resetting and clearing print jobs installation and backend server support
- Contact third party vendors as needed
- Test new and/or updated technology to ensure stability prior to firmwide release.
- Commit to selfdevelopment by learning new technologies as needed.
- Travel to other Day Pitney offices on a monthly basis to provide assistance to users.
- Providing 80 percent software support with 20 percent hardware support.
- Support firmissued mobile devices (iPhone and iPad
- Install and configure mobile device management platform (MDM).
- Troubleshoot issues related to mobile devices and MDM.
- Provide end user instruction.
- Follow department standards for inventory tracking and communication.
- Support desk phones and voicemail system
- Troubleshoot and resolve technical issues.
- Provide end user instruction.
- Provide outstanding service to end users by:
- Adhering to department standards for ticket workflow and service level practices.
- Regularly checking voice/emails and responding in a timely manner.
- Following up with clients to ensure a satisfactory resolution to reported problems and requests.
- Assisting with development and updates of technical and support documentation.
- Communicating with end users regarding system outages and resolutions.
- Updating internal training resources such as but not limited to Footprints Knowledge Base.
- Advise and assist with specialized projects as asked for by Management.
Work Environment
- Fastpaced
- Heavy inbound/outbound call center
- Teamworkdriven and collaborative
- Customercentric
- Professional development opportunities
- Room for advancement for motivated individuals with proven track record
Required Qualifications
- 3 to 5 years jobrelated experience in an IT support role.
- Excellent verbal and written communication including appropriate telephone etiquette.
- Excellent organizational skills.
- Excellent problemsolving and troubleshooting skills required.
- Exceptional customer service skills.
- Strong dedication to maintaining professional relationships with users and outside vendors.
- A working knowledge of Microsoft Office at a proficient level.
- Ability to work remotely.
- Ability to work effectively with all organizational levels both individually and as part of a team.
- Ability and to communicate effectively with all levels of management and staff.
- Ability to remain calm under pressure and deal with stress associated with a fastpaced work environment.
- Ability to work independently and within a team environment.
- Ability to take the lead on projects and problems when requested or as appropriate to make sound decisions and take the initiative to anticipate user needs.
- Flexibility and adaptability to changing situations.
- Ability to quickly learn new technology and develop computer skills as required to meet user demand.
- Ability to travel periodically to other offices as needed.
- Flexibility to work oncall during afterhours weekends and holidays.
- Prior law firm experience.
Preferred Qualifications
- Proficient in Word and Excel with experience formatting and troubleshooting legal documents or a background in training at a law firm considered a strong plus.
- Working knowledge of Citrix XenDesktop.
- Some college preferred.
Required Experience:
IC
Employment Type
Full Time
Key Skills
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