What are the responsibilities and job description for the User Support Analyst position at BCLP?
At BCLP, we’ve built our firm on the foundations of thinking differently. Curious, inquisitive and unbound by tradition, we’re building change within our sector and beyond.
It starts with our people, which is why we need a User Support Analyst to join our team and facilitate the flow of information at the desktop by providing technical computer support to the Firm in a timely and responsive manner. This position uses an understanding of the Firm’s processes to assist in transitioning new technologies to production.
You’ll be responsible for:
- Resolves technical hardware problems on all desktop and laptop computer systems
- Provides second level support on Firm approved applications and operating systems
- Manages support calls through Incident Management System
- Participates in firmwide projects
- Installs, configures and supports network printers
- Maintains hardware inventory
- Maintains responsibility for local office equipment refresh
- Maintains and orders computer supplies
- Performs IT equipment moves, adds or changes
- Completes assigned or promised tasks on or ahead of schedule
- Provides clear and concise communication and follow-through on customer requests
- Utilizes appropriate Firm-standardized technology to address customer requirements in a timely and productive fashion
- Takes initiative to overcome obstacles when necessary to complete assignments
- Develops appropriate measures and feedback to track continuous improvement objectives
- Performs video/audio conference support
- Performs other duties as assigned
Skills and experience required
- Bachelor's degree, two (2) year technical degree or three (3) years' experience in the technology field
- Prior law firm experience preferred
- Previous training experience a plus
- Ability to deal professionally and communicate clearly and concisely, both verbally and in writing, with internal and external customers on all levels
- Intermediate to expert level experience with the following technologies or platforms:
- Windows and MacOS
- VOIP Telephony
- Video conferencing systems such as ZOOM and Teams
- MS Office Suite – Word, Excel, Outlook, and PowerPoint
- iOS and Android
- Understanding or ability to learn the following platforms:
- iManage Document Management System
- Enterprise MDM Solutions
- Relationship management systems – web, mobile, and windows client
- Intapp Time
- Intapp Wallbuilder
- Workshare
- Remote assistance technology
- Network Printers, copiers, and various models of end user home printers
BCLP is an equal employment opportunity employer. The Firm strictly prohibits discrimination against any applicant or employee based on race, color, religion, national origin, age, military status, gender (including pregnancy, childbirth, lactation or medical conditions related thereto), sexual orientation, gender identity, gender expression, marital status, mental or physical disability, genetic information, or any other basis protected by applicable law. The Firm also strictly prohibits harassment of applicants or employees based on any protected class or status. The Firm complies with all applicable federal, state and local laws respecting applications for employment, including consideration of unemployment status in making hiring decisions.
Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and applicable state law. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on BCLP. Please inform the Firm's personnel representative if you need an accommodation to assist in completing this application or to otherwise participate in the application process.
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