JPC Partners, LLC · 3 months ago
User Support Analyst
Philadelphia, PA
Full-time
Onsite
Entry, Mid LevelJPC Partners is a law firm seeking a User Support Analyst to work in their Philadelphia headquarters. The role involves diagnosing and resolving user support requests, managing firm applications, and supporting technology migrations and refresh programs.
RecruitingService IndustryStaffing Agency
Responsibilities
Identify, diagnose and resolve end user support requests by monitoring and responding to user support requests in the Firm’s Help Desk call tracking system (Fresh Service) during normal business hours and regularly scheduled assigned on-call hours
Support Firm applications including Windows 10/11, Microsoft Office Suite, the document management system (iManage/Work10), the financial platform (Aderant) and current remote access system (currently, Citrix)
Participate and support planned migration of on-premises applications to cloud based platforms
Participate and support planned technology refresh programs of desktops and laptops
New Hire account setup and training
Manage network printer/copier setup and changes
Utilize Help Desk Call Tracking Service (Freshservice) to identify and respond to all IT support requests ensuring that requests and responses thereto are properly documented, addressed and closed in a prompt and timely manner
Support and assist in the management of the Firm’s cloud based VOIP phone system (Zoom) and AV conference and meeting platform (Teams)
Support firm approved and issued mobile devices, including Apple iPhone and Android devices
Identify and retire unsupported or soon to be unsupported applications and hardware
Facilitate, support and assist in the planning of new technology testing and rollouts
Keep up with current IT trends and developments by continuing to develop skills and knowledge
Manage and maintain asset inventories of hardware, including desktops, laptops, printers and other devices
Move, set up and implement changes to firm issued hardware, including, printers, computers, monitors
Qualification
Required
Identify, diagnose and resolve end user support requests by monitoring and responding to user support requests in the Firm's Help Desk call tracking system (Fresh Service) during normal business hours and regularly scheduled assigned on-call hours
Support Firm applications including Windows 10/11, Microsoft Office Suite, the document management system (iManage/Work10), the financial platform (Aderant) and current remote access system (currently, Citrix)
Participate and support planned migration of on-premises applications to cloud based platforms
Participate and support planned technology refresh programs of desktops and laptops
New Hire account setup and training
Manage network printer/copier setup and changes
Utilize Help Desk Call Tracking Service (Freshservice) to identify and respond to all IT support requests ensuring that requests and responses thereto are properly documented, addressed and closed in a prompt and timely manner
Support and assist in the management of the Firm's cloud based VOIP phone system (Zoom) and AV conference and meeting platform (Teams)
Support firm approved and issued mobile devices, including Apple iPhone and Android devices
Identify and retire unsupported or soon to be unsupported applications and hardware
Facilitate, support and assist in the planning of new technology testing and rollouts
Keep up with current IT trends and developments by continuing to develop skills and knowledge
Manage and maintain asset inventories of hardware, including desktops, laptops, printers and other devices
Move, set up and implement changes to firm issued hardware, including, printers, computers, monitors
Ability to move 25-50lbs
Technical, analytical, skills required include: Knowledge of all current versions of the MS Office Suite, Windows Operating Systems, Exchange online environment and Active Directory/Azure
Strong customer service, interpersonal and organizational skills with an ability to communicate effectively with tact and unwavering commitment to end user satisfaction
Flexibility, integrity and an ability to work well with others, as well as independently. Attention to detail
Proficient at using all available resources for troubleshooting and problem solving and the ability to quickly and clearly diagnose and communicate problems and ensure the resolution of any problems identified
General Knowledge of Cybersecurity, Disaster Recovery and Security Awareness issues
Proven ability to improve IT processes and procedures
Some regional travel to other offices is occasionally required
Preferred
Knowledge of iManage/Work10 and Aderant strongly desired
Bachelor's degree is preferred but equivalent training, education and experience demonstrating ability to perform the required duties is, at least, required
Experience providing IT support in a law firm environment strongly preferred
Microsoft certifications preferred
Understanding of LAN/WAN configurations, Windows networking and remote access technologies including VPN
Knowledge and understanding of network protocols (i.e. TCP/IP, printers and peripherals) and Cloud SaaS, PaaS and IaaS solutions
Working knowledge of Windows server administration
Company
JPC Partners, LLC
Founded in 2004, JPC Partners, LLC has established itself as a premier provider of top talent to employers from Start-ups to Fortune 500 companies.
Founded in 2004
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Loren Moore
Managing Partner
Company data provided by crunchbase