Industry: Customer Service/Call Center - Customer Service Analyst
Type: Full Time
Burke, Warren, Mackay, Serritella (BWM&S) is a mid-sized, full-service law firm located in the River North neighborhood of Chicago, IL. We have an immediate opening for a Senior Desktop Support Analyst. This individual will play a critical role in executing our mission by providing the Firm with helpdesk, network, and other IT related services. They will primarily be responsible to provide administration, advanced troubleshooting, and training on the Firms OS image and core applications suite. In addition, they will troubleshoot routine and non-routine problems - including desktop and application software support, print services, email, and audio/visual equipment support.
DESCRIPTION OF DUTIES AND RESPONSIBILITIES: Provide administration and advanced level support of the Firms OS workstation image and core applications. Manage application compatibility and integration as well as conduct testing and quality assurance. Test, build, and distribute workstation images and software using the Quest KACE line of systems management appliances.
Support all applications including Windows 10, Office 365 (Teams, SharePoint, and OneDrive included), NetDocuments, and Nuance PDF, along with various typical and non-typical legal industry software. Provide support by responding to incoming calls and emails to the IT Service Desk.
Install, maintain, and support LaserJet and MFD printers as well as the firms audio/visual equipment.
Contribute to the IT teams Knowledge Base as well as create user-facing documentation like how-to's and quick reference guides. Assist with orientation and training of new employees and new firm initiatives.
Support the physical IT asset lifecycle with deployment, upgrade and decommission of hardware while maintaining the accuracy of the Firm's asset database.
Occasionally asked to contact software vendors to obtain specifications, pricing, and other purchase related information needed to guide departments in their selection of software.
Maintain up-to-date knowledge in the operation and application of the firms standard hardware and software.
Perform other related duties as assigned to accomplish the objectives of the position.
TECHNICAL AND NON-TECHNICAL QUALIFICATIONS: 5+ years of experience providing advanced support of Windows 10 OS, Office 365 (Teams, SharePoint, and OneDrive included). Experience should include configuring and deploying OS images, Group Policy Object, Windows Registry, Active Directory, and software distribution.
Experience supporting business hardware technology: LaserJet and MFD printers, Video Conferencing, and Audio/Visual equipment.
Remote access troubleshooting. Security protocols: MFA. Document Management Systems. MDM for iOS and Android devices.
Strong understanding of installation, configuration and troubleshooting processes for software, hardware, networking and accessory equipment.
Service-focused, understands the value of follow-up and follow-through to resolve issues, and the power of timely customer communications regarding status.
Strong analytical skills to assess problems or unusual situations and develop solutions.
Strong organizational, time management, and interpersonal skills.
Working understanding of a law firm and individual department operations, goals and objectives relating to Information Technology preferred.
Ability to independently perform all the duties of the position efficiently and effectively.
EDUCATION AND CERTIFICATIONS (preferred but not required): A+, Net+ Microsoft: MDA / MTA / MCTS / MCITP / MOS Dell Hardware Certification 2-year degree
Working Conditions: Work is performed indoors with some potential for exposure to safety and health hazards related to electronics work. Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee frequently: Stands; walks; uses hands to finger, handle, or feel objects, tools, or controls; reaches with hands and arms; climbs or balances; stoops, kneels, crouches, or crawls; The employee frequently lifts and/or moves up to and in excess of 10 pounds and occasionally lifts and/or moves up to 25 to 50 pounds; Requires specific vision abilities for this job which includes close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus; Works near moving mechanical parts; while regularly performing the duties of this job; Visual acuity to use a keyboard, operate equipment and read technical information;
This job description in no way states or implies that these are the only duties to be performed by the employee in this position. The employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this job description are the minimum levels of knowledge, skills, or abilities. Burke, Warren, MacKay & Serritella, P.C. (BWM&S) provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.Further, the company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics.Discrimination of any type will not be tolerated. In keeping with the above conviction, BWM&S is committed to assuring that: All recruiting, hiring, training, promotion, compensation, and other employment related programs are provided fairly to all persons on an equal opportunity basis without regard to race, creed, color, religion, sex, age, national origin, disability, veteran status, or any other characteristic protected by law; Employment decisions are based on the principles of equal opportunity and affirmative action; and All personnel actions such as compensation, benefits, transfers, training, and participation in social and recreational programs are administered without regard to race, creed, color, sex, age, national origin, disability, veteran status, or any other characteristic protected by law. BWM&S believes in and practices equal opportunity and affirmative action.All employees are responsible for supporting the companys equal opportunity and affirmative action policies and programs.Managers and employers are expected to assist the company in meeting its objectives in these areas. Associated topics: accumulate, analyse, analyst, customer service, customer service analyst, data, report, statistics, support analyst