User Support Analyst
On-site · Richmond, Virginia, United States
Job Summary
Provide on-site and desk-side IT support for Williams Mullen attorneys and staff in the Richmond, VA office, diagnosing, troubleshooting, and resolving technical issues across hardware, software, mobile devices, and firm applications. Manage second-to-third tier support through the IT ticketing system, triage requests, and escalate as needed. Conduct on-site or remote issue resolution with attorneys and secretaries, document solutions and create FAQs/knowledge articles, install and troubleshoot firm-used software, image machines for new employees, and support Windows 10, Microsoft 365, iOS/Android devices, LAN/WAN connectivity, and Active Directory. Support end-user training, collaborate with IT colleagues, and maintain strong customer service and communication throughout ticket lifecycles.
Required Qualifications
- 3+ years’ experience in providing direct hardware and software support.
- Experience troubleshooting and support skills for desktops, laptops, mobile devices, printers, various Windows OS, and Microsoft Office Suite applications.
- Experience providing remote access support.
- Microsoft 365 experience.
- iOS and Android experience.
- Training experience, either one-on-one or classroom (a plus!).
- Understanding of large, networked environments (both LAN and WAN).
- Exceptional customer service and troubleshooting skills, problem solving, and follow-up skills.
- Excellent interpersonal skills, both in-person and over the phone.
- Demonstrated ability to handle stressful situations in a calm, composed manner.
Desired Qualifications
- A+ Certification
- Prior law firm experience
- Training experience (one-on-one or classroom)
- Microsoft 365 experience
- iOS and Android experience
- Active Directory
- Experience with remote access support
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