Information Technology Support Analyst

Keating Muething & Klekamp PLL (KMK Law); Cincinnati (OH); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Comprehensive benefits package

Job summary

Keating Muething & Klekamp PLL (KMK Law) seeks an IT Support Analyst to deliver essential desktop support for a 250+ end-user population in Cincinnati. You will be first-line contact, troubleshooting in a client/server environment and ensuring reliable access to software and data.

Responsibilities include incident management, training, asset deployment, documentation, and on-call participation. The role emphasizes strong customer service and teamwork in a professional law firm setting.

Qualifications

• Education and/or certification in computer system support and troubleshooting is desired.
• Certs include CompTIA A+, MCP, or MTA.
• Experience providing technical support in a corporate environment is desired.
• 1–3 years relevant experience in customer service.
• Excellent oral and written communication skills.
• Customer service oriented with a positive attitude.
• Strong organizational skills.
• Knowledge of Microsoft products.

Responsibilities

• Provide front-line support to internal clients on hardware, software, and peripherals.
• Respond to, document, and resolve incidents and service requests with urgency.
• Provide exceptional client service in person, via phone, and via email.
• Troubleshoot hardware and software issues reported to the IT Helpdesk.
• Create knowledge docs and guides for the IT department and users.
• Provide orientation and new user training on firm applications and devices.
• Inventory, deploy and maintain user-facing technology assets.
• Participate in on-call rotation.
• Set up technology services for meetings and conferencing.

Job description

The IT Support Analyst provides critical desktop software and hardware support services to a 250+ person end-user population and ensures consistent and reliable access to software applications and client data. As part of the IT department, this position will serve as the first line of customer contact. The position will operate in a client/server, hosted application, and wireless-enabled environment to troubleshoot and solve issues for internal clients with a strong focus on client service.

• Provide front-line support to internal clients on various technical issues and problems related to hardware, software, and peripherals.
• Respond to, document, and resolve incidents and service requests with a sense of urgency that is appropriate to the nature of the request
• Provide exceptional client service in person, via phone, and via email.
• Troubleshoot hardware and software issues reported to the IT Helpdesk.
• Create knowledge docs and guides for the IT department and internal clients.
• Provide orientation and new user training on firm applications and devices.
• Inventory, deploy and maintain user-facing technology assets, including computer workstations, monitors, mobile devices, printers, copiers, telephones, video conferencing, and conference room equipment.
• Moves technology equipment as needed to meet the needs of the firm.
• Participate in on-call rotation.

Secondary Job Responsibilities:

• Participate in testing phases of changing hardware and software standards.
• Set up technology services for meeting and conferencing needs.
• Purchase all non-data center technology equipment and supplies.
• Other duties as assigned

Education & Experience:

• Education and/or certification in computer system support and troubleshooting is desired.
• Examples of certifications include: CompTIA A+, Microsoft Certified Professional (MCP), Microsoft Technology Associate (MTA)
• Experience providing technical support in a corporate environment is desired.
• 1 – 3 years relevant experience in customer service.
• Excellent oral and written communication skills.
• Customer service oriented with a positive attitude and an eagerness to help others.
• Strong organizational skills.
• Knowledge of and experience with Microsoft products.
• Experience working with software applications, computer hardware, printers, and other peripherals.
• Flexibility to work evenings and weekends when necessary.
• Willingness to work in a team environment.

KMK Law provides a competitive salary and a comprehensive benefits package including medical, dental, vision, life, disability, and 401(k)/profit sharing. KMK Law provides ongoing, skills-based training for its staff.

KMK is an equal opportunity employer and does not discriminate in its employment decisions on the basis of race, color, ethnicity, national origin, religion, age, gender, sexual orientation, disability, or any other protected status under applicable federal, state, or local law.