What are the responsibilities and job description for the Junior Support Analyst – IT Support position at Jobright.ai?
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Job Summary:
Willkie Farr & Gallagher LLP is looking for a Support Analyst to support the Information Technology department based in the Houston office. The role involves providing technical support for end user devices, including PCs, laptops, and mobile devices, while ensuring that help requests are managed efficiently and effectively.
Responsibilities:
• Field incoming help requests from end users via telephone and e-mail in a courteous manner
• Ensure all requests from users are logged and escalation procedures are followed
• Maintain problem status/resolution information in ticketing database
• Ensure SLAs are met by reviewing the Help Desk inbox and tickets
• Escalate issues and collaborate with the appropriate IT teams to find resolutions
• Update Help Desk knowledge base with accurate and up-to-date information
• Troubleshooting problems with Windows based workstations, custom applications, email, network and peripheral equipment
• Troubleshoot Android and Apple iOS software issues
• Maintain expert level knowledge of the platform’s operating systems, standard applications, and computer hardware solutions
• Work overtime as required
• Perform other duties as assigned
Qualifications:
Required:
• Two years' professional experience supporting end user equipment in a high volume corporate or law firm environment
• Must have excellent customer service skills, communication skills and be a team player
• Must possess a solid understanding of PC hardware/peripheral devices, Active Directory, standard operating systems (Windows 7/10) and Microsoft Office applications
• Experience supporting mobile technologies iOS and Android
Preferred:
• College degree required in a technology discipline
Company:
Willkie Farr & Gallagher LLP provides leading-edge legal solutions on complex, business critical issues spanning markets and industries. Founded in 1888, the company is headquartered in New York, NY, US, with a team of 1001-5000 employees. The company is currently Late Stage. Willkie Farr & Gallagher LLP has a track record of offering H1B sponsorships.
