What are the responsibilities and job description for the Technical Support Analyst position at Butzel?
LOCATION: Troy
GENERAL PURPOSE: Butzel is seeking an IT Technical Support Analyst to join its Information Technology Department in the Firm’s Troy office. The position reports to the Chief Information Officer and is responsible for delivering outstanding, proactive internal client support to the Firm’s staff across its multiple offices. The IT Technical Support Analyst will provide occasional Break-Fix support, Video Conference support, and Equipment setups (MAC).
RESPONSIBILITIES:
- Provide first-contact Help Desk support to all Butzel users via phone, e-mail, help desk ticketing software, or other channels, as appropriate.
- Document all customer contact according to established team processes.
- Provide resolution to reported technical issues in accordance with established Knowledge Base Articles.
- Assign more complex Application, Break-Fix, and Network related issues to other team members based upon team procedures.
- Identify potential global issues and notify team leadership.
- Maintain awareness of team activities and global issues in order to provide accurate and timely status to Users.
- Review existing Help Desk tickets on a regular basis and provide appropriate follow-up with Users.
- Coordinate with other team members and the help desk vendor to resolve reported issues within an established timeframe to ensure optimal customer satisfaction.
- Identify opportunities for process improvement and collaborate with team members with respect to documentation and implementation of these process improvements.
- Provide occasional after-hours call support on a rotational basis with other team members.
- Perform other hardware and software technical support tasks as assigned.
SKILLS AND ABILITIES:
- Demonstrated ability to work in a fast-paced collaborative environment.
- High-level competency with Microsoft Windows 11 / Office 365 products and software, and related processes.
- Basic understanding of Active Directory and application integration including OU, security group, distribution lists, and group policy administration.
- Prior experience supporting desktops, laptops, and other technology in an office setting is essential.
- Qualified candidates will possess strong customer service skills with a desire to learn and grow within a collaborative team environment.
EDUCATION, EXPERIENCE AND/OR TRAINING:
- Associate's degree with one to two years of experience
- Minimum of two (2) years of prior experience in a Help Desk support capacity, supporting multiple users
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Referral program
- Vision insurance
Work Location: In person