Deskside Support Analyst
80k - 85k USD
Hybrid
Full Time
#Technology
#Customer Service
#iOS
#MS Office Suite
#VPN
#Citrix
#Management
#Foundation
#Support
#Zoom
We are looking for a Senior Deskside Support Analyst to join our team in a full-time, hybrid capacity within the United States. In this role, you will act as a vital 2nd level escalation point for our internal support operations. You will work closely with our IS Operations and Applications teams to ensure our technology environment remains stable and efficient, providing high-level technical assistance for hardware, mobile devices, and videoconferencing platforms to keep our users productive.
Responsibilities
- Act as the primary 2nd level escalation path for complex technical issues that cannot be resolved by our frontline support team.
- Provide hands-on technical and audiovisual support for our office locations, including managing meeting software like Zoom and MS Teams.
- Maintain our internal knowledge base by creating and updating support documentation within our ticketing system to ensure consistent service delivery.
Requirements
To be successful in this position, you should have a strong background in IT support, specifically within the legal industry. We require at least five years of relevant experience, including deep knowledge of Windows 10, iOS, the MS Office Suite, and remote connectivity tools like VPN and Citrix. A college degree is preferred, as is an ITIL Foundation 4 certification. You must be a proactive problem solver with excellent communication skills, capable of managing multiple priorities in a fast-paced, deadline-driven environment. Please note that this role requires regular in-office attendance, and we are not considering fully remote candidates.
What we offer
The salary range for this position is $80,000 to $85,000 USD. The final offer will depend on your specific experience, education, and professional certifications. We are proud to offer a hybrid work arrangement to support a healthy work-life balance for our team members.
Fried Frank Business Services Opportunities
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