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User Support Analyst
Philadelphia, PAJPC Partners is looking for a User Support Analyst that will support Windows 10/11, the Microsoft Office Suite and all firm applications including document management, the financial platform and the Citrix remote access systems in a networked environment. This role requires working onsite five (5) days in the firm’s Philadelphia headquarters. Development of training documentation and training experience is required.
Essential Duties and Responsibilities
Essential Duties and Responsibilities
- Responsible for end-user support for all Firm applications and peripheral hardware including cloud platforms during normal business hours and regularly scheduled assigned on-call hours
- Research to identify, diagnose and resolve IT issues and resolutions of end user support requests
- Continue to develop skills, knowledge and an ability to improve processes and procedures by keeping up with current IT trends and developments
- Ensure all end user support requests are entered in the Help Desk call tracking system
- Responsible for developing training material and user documentation
- Provide support for Teams and Zoom AV conferences and meeting platforms
- Assist in managing and maintaining hardware asset inventories of desktops, laptops and printers and other devices
- Responsible for moving, setting up and implementing changes to firm issued hardware, including printers, computers, monitors (ability to move 25-50lbs)
- Manage network printer/copier setup and changes
- Provide support for firm approved and issued mobile devices, including, Apple iPhone and Android devices
- Responsible for New Hire account setup and training
- Excellent customer service and the ability to communicate effectively with attorneys, staff and clients; able to work well as part of a team
- Knowledge of all current versions of the MS Office Suite, Windows Operating Systems, Exchange online environment and Active Directory/Azure
- 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
- General Knowledge of Cybersecurity, Disaster Recovery and Security Awareness issues
- Solid knowledge of other mobile devices, iPhone, Android devices and experience with troubleshooting
- Experience with Aderant a plus
- Experience supporting iManage document management platform and integrated applications a plus
- Familiarity with help desk ticketing systems such as Fresh Service is also a plus
- Knowledge of cloud based VOIP phone systems is also a plus
- Some travel to other offices in the US may be required
- Bachelor’s degree in information technology is preferred or equivalent training, education and experience demonstrating the ability to perform the required duties of this position
- Experience with hardware and software troubleshooting procedures and best practices
- Microsoft certifications preferred
- IT experience in a law firm environment strongly desired
- Familiarity with legal applications and matter centric platforms are a plus