What are the responsibilities and job description for the User Support Analyst position at JPC Partners?
JPC Partners is looking for a User Support Analyst that will work in a rapidly changing, fast-paced law firm environment. Working full time (i.e. 5 days a week) on-site in the firm’s Philadelphia headquarters required.
Essential Duties and Responsibilities
Essential Duties and Responsibilities
- Identify, diagnose and resolve end user support requests by monitoring and responding to user support requests in the Firm’s Help Desk call tracking system (Fresh Service) during normal business hours and regularly scheduled assigned on-call hours
- Support Firm applications including Windows 10/11, Microsoft Office Suite, the document management system (iManage/Work10), the financial platform (Aderant) and current remote access system (currently, Citrix)
- Participate and support planned migration of on-premises applications to cloud based platforms
- Participate and support planned technology refresh programs of desktops and laptops
- New Hire account setup and training
- Manage network printer/copier setup and changes
- Utilize Help Desk Call Tracking Service (Freshservice) to identify and respond to all IT support requests ensuring that requests and responses thereto are properly documented, addressed and closed in a prompt and timely manner
- Support and assist in the management of the Firm’s cloud based VOIP phone system (Zoom) and AV conference and meeting platform (Teams)
- Support firm approved and issued mobile devices, including Apple iPhone and Android devices
- Identify and retire unsupported or soon to be unsupported applications and hardware
- Facilitate, support and assist in the planning of new technology testing and rollouts
- Keep up with current IT trends and developments by continuing to develop skills and knowledge
- Manage and maintain asset inventories of hardware, including desktops, laptops, printers and other devices
- Move, set up and implement changes to firm issued hardware, including, printers, computers, monitors
- ability to move 25-50lbs
- Technical, analytical, skills required include:
- Knowledge of all current versions of the MS Office Suite, Windows Operating Systems, Exchange online environment and Active Directory/Azure
- Knowledge of iManage/Work10 and Aderant strongly desired
- Technical, analytical, skills a plus but not required:
- Understanding of LAN/WAN configurations, Windows networking and remote access technologies including VPN
- Knowledge and understanding of network protocols (i.e. TCP/IP, printers and peripherals) and Cloud SaaS, PaaS and IaaS solutions
- Working knowledge of Windows server administration
- Strong customer service, interpersonal and organizational skills with an ability to communicate effectively with tact and unwavering commitment to end user satisfaction
- Flexibility, integrity and an ability to work well with others, as well as independently. Attention to detail.
- Proficient at using all available resources for troubleshooting and problem solving and the ability to quickly and clearly diagnose and communicate problems and ensure the resolution of any problems identified
- General Knowledge of Cybersecurity, Disaster Recovery and Security Awareness issues
- Proven ability to improve IT processes and procedures
- Some regional travel to other offices is occasionally required
- Bachelor’s degree is preferred but equivalent training, education and experience demonstrating ability to perform the required duties is, at least, required
- Experience providing IT support in a law firm environment strongly preferred
- Microsoft certifications preferred