Senior IT Technical Support Analyst
$70,000–$90,000 year
On-siteRichmond, Virginia, United States
Job Summary
Provide support for AV conferences, web-enabled meetings, and offsite firm events including seminars and marketing activities. Manage accurate hardware and printer inventory for desktops, laptops, monitors, and loaner equipment while supporting moves, additions, and changes. Deliver second-level Help Desk support and first-level telecom assistance for voicemail systems, ensuring all requests are tracked in the call tracking system. Support end-users with Microsoft Office Suite, desktop operating systems, and approved mobile devices such as Apple iPhones and Android units. Perform after-hours on-call duties and conduct hardware troubleshooting for printers, computers, and peripherals within the network environment.
Required Qualifications
- Bachelor's degree or any equivalent combination of training, education and experience that demonstrates the ability to perform the duties of the position
- Minimum of three (3) years of experience in information technology working in a law firm or other professional services environment
- Experience with hardware and software troubleshooting procedures
- Knowledge of network protocols specifically TCP/IP, printers and peripherals
- Solid knowledge of Blackberry and other mobile devices and experience with troubleshooting
- Solid understanding of LAN/WAN configurations and knowledge of Windows networking and remote access technologies including VPN
- Knowledge of all current versions of MS Office Suite, O365, Windows Operating System, Exchange environment and Active Directory
- Excellent customer service and the ability to communicate effectively with clients, Troutman Pepper Locke attorneys, and staff at all levels and work well as part of a team
- Ability to develop and document operational procedures
- Some travel may be required
Desired Qualifications
- Microsoft certifications preferred
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