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Dykema · 7 hours ago

Technology Service Analyst

United States

Full-time

Remote

Entry, Mid Level

1+ years exp

Dykema Gossett PLLC, a leading national law firm, is recruiting for a Technology Service Analyst in their Bloomfield Hills office. The Analyst will provide technology set-up and end user support, troubleshoot issues, and act as a project resource within the firmwide IT team to ensure seamless delivery of services and support for the end user.

ConsultingLegal

Culture & Values

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 serviceMobile email devicesComputer hardwareNetworking conceptsSCCMAutomated Call DistributionInterpersonal skillsOrganizational skillsAttention to detailTechnical communication

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

Familiar with Automated Call Distribution systems