Sr Tech Support Analyst - Tier 2

Technical Support Analyst (tier 2) – large law firm

NYC – Midtown (51^st and 7^th) – onsite 4 days/week, WFH 1 day/week.

Hours: Monday-Friday 10:30am-7pm with a 30 minute lunch (40 hour week) w/OT pay for any hours worked over 40, that will be available

Salary: up to $100K (direct hire, full time position)

Summary

The Tier 2 Technical Support Analyst provides escalated, white glove, technical support for a broad range of hardware, software, and technology-related issues, in a Microsoft environment, at a large law firm. You'll provide both phone support, and in person support, but do have an expectation to be onsite 4 days/week, with opportunity to work from home 1 day/week.

What you'll be doing

· Provide Level II technical support to end users, both in person and remotely, for both software, hardware and mobile related technical support issues

· Respond to tickets escalated or assigned by the Service Desk, troubleshooting hardware, software, and general technical issues.

o Backfill Service Desk responsibilities when necessary and serve as a bridge between Level I and Level III support.

· Assist with PC upgrades, device configurations, and day-to-day technology needs.

· Provide technical support for client meetings and events.

· Assist with video administration and networking-related tasks.

· Support network initiatives as needed, such as wireless upgrades, although networking is not the primary responsibility.

· Opportunity to leverage individual strengths and interests, whether through deeper technical troubleshooting or presenting to groups and assisting with device setups.

Skills we're seeking

· 5+ years of experience with Technical Support

o Open to 2+ years if you have a Bachelor's Degree or Master's Degree

o Must have High School Diploma regardless

· Must have experience providing white glove technical support at a law firm – law firm experience is a requirement

· 2+ years of experience providing escalated support

· Key technical support experience:

o Windows and Mac laptops

o iPhones and Androids (MDM is a plus)

o M365/O365 support, including Microsoft Office

o VoIP

o VPN / Citrix connections

o Video conferencing support

o Networking support

· Experience working with a ticketing system, ideally ServiceNow

Nice to haves

· Microsoft Intune and Litera are the 2 biggest nice to haves

· A+, ITIL and Microsoft Office Application certifications

· Experience using and supporting:

o Adobe Acrobat

o NetDocuments, or another DMS at a law firm like iManage

o Experience deploying operating systems with SCCM