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OpTech · 1 day ago

Technology Service Analyst

Bloomfield Hills, MI

Full-time

Onsite

Entry Level

$50K/yr - $70K/yr

1+ years exp

OpTech is a woman-owned company that values your ideas and encourages growth. They are seeking a Technology Service Analyst responsible for providing technology set-up and end user support, troubleshooting issues, and ensuring seamless delivery of services.

ConsultingCyber SecurityRecruiting

Growth Opportunities

No H1B

Hiring Manager

Marian Zadora, CPSR

Responsibilities

Provide timely in office and remote support including troubleshooting, research and resolution of incidents through email, phone and face-to-face interactions

Guides users through diagnostic and troubleshooting processes, which may include use of tools and software and/or following verbal instructions

Collaborates with other Support Services team members to quickly research and resolve problems

Create, maintain and resolve service tickets, escalating tickets to other teams as necessary taking full ownership throughout the problem resolution life cycle

Provide operational support with video conferencing systems inside the office and remotely if necessary

Manage local hardware assets, repairs, upgrades and tracking

Adhere to all IT and user quality assurance policies and practices and all Firm security policies

Flexibility to work on-call schedules or other time frames as needed

Travel to other offices if necessary for support

Qualification

Microsoft Windows 10Microsoft Office 365Customer service skillsMobile email devices supportComputer hardware knowledgeNetworking conceptsSCCM knowledgeAutomated Call DistributionAttention to detailOrganizational skillsCommunication skillsInterpersonal skills

Required

Bachelor's degree in a related field or an equivalent combination of education and/or experience directly related to the job functions; law firm/legal industry experience a plus

At least 1-3 years direct experience supporting users in a customer focused and collaborative environment

Proficient with Microsoft Windows 10 and Microsoft Office 365 within a professional services organization

Knowledge and support of various mobile email devices (iOS, Android, Windows phone, etc.)

Familiar with computer hardware (desktop/laptop) and image deployment methods (SCCM)

Ability to communicate effectively and professionally in a diverse team environment with all levels of the Firm and outside vendors

Ability to quickly diagnose, organize, and prioritize competing deadlines and setting service expectations with end users

Strong attention to detail, organizational skills and the ability to handle multiple projects

Ability to explain technical issues to technical and nontechnical employees and customers

General knowledge of standard networking concepts

Excellent interpersonal and customer service skills

Requires some lifting of moderate to heavy equipment including replacing computer monitors, troubleshooting printers, assembly, etc., which may weigh a minimum of 25 pounds