User Support Analyst II in DC - Washington DC, Washington | STAND 8

User Support Analyst II in DC
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User Support Analyst II in DC
Date Posted:  6/7/2021
Job ID:  Job #3821
Employment Type: Perm Placement
Location: Washington DCWashington
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We are hiring for an User Support Analyst II for a ranked among the most selective law firms in the United States. If you are ready to create an impact in a collaborative and fast-paced environment, this could be a great opportunity for you!
STAND 8 provides end to end IT solutions to enterprise partners across the United States and with offices in Washington DC, Atlanta, New York, and more.

JOB FUNCTIONS

Help Desk Support

  • Provide first and second level technical support and guidance to users of the Firm’s computers, communications and collaboration systems, and other technical systems.
  • Prepare and provide equipment to Firm staff as necessary.
  • Open, close and keep current all helpdesk tickets in the tracking system.
  • Provide mobile device support.
  • Follow up to ensure the prompt resolution of operating problems.
  • Evaluate and report trends in system errors, software/hardware malfunctions and end user feedback on solutions.
  • Research and resolve hardware/software problems with other IT staff or outside vendors.
  • Maintain and continuously expand strong working knowledge of current firm-supported and future technologies and software to provide technically accurate solutions to end-users.

Trial & After Hours Support

  • Provide support on-site at the trial location.
  • Work unconventional hours to assist trial teams throughout the trial process.
  • Transport equipment to trial sites or temporary offices, if necessary.
  • Setup equipment at trial sites or temporary office spaces.
  • Provide after-hours support as scheduled and, occasionally, on short notice.
  • Provide on-call support as part of a regular, rotating schedule.

Other

  • Assist with the Firm’s inventory of equipment and software.
  • Assist with software patching efforts.
  • Work with conference room A/V equipment utilizing conferencing software.
  • Work with network equipment, patch network jacks and tracing cables.
  • Provide Smart-hands assistance to engineering team.
  • Mentor junior members of the team.

REQUIRED EXPERIENCE/SKILLS

  • Legal/finance experience
  • Bachelor’s degree preferred.
  • 4-6 years of experience with large (>300 users) environments.
  • Strong written and verbal communication skills.
  • Ability to travel up to 25% of the time, at times to remote locations with little notice.
  • Ability to work under the pressures of a dynamic and fast-paced environment.
  • Ability to work extended hours, nights, weekends, non-traditional business hours during the week and rotating on-call duties.
  • Ability to develop effective working relationships with all levels of personnel in a time-sensitive, high pressure environment.
  • Strong telephone support skills.
  • Ability to learn and retain knowledge of new technology and software quickly.
  • General understanding of telecommunications infrastructure and operations.
  • Other hardware/software as required