IT Support Analyst

Keating Muething & Klekamp PLL; Cincinnati (OH); On-site; USD 48,000 - 62,000; Full time

Benefits offered by this job

Medical benefits

Dental and Vision

401(k)/Profit sharing

Skills-based training

Job summary

KMK Law is seeking an IT Support Analyst to provide critical desktop hardware and software support to a 250+ user population. You will be the first line of contact in a client/server environment, ensuring reliable access to software and client data.

You will resolve incidents, create knowledge articles, train new users, and participate in on-call rotations while collaborating with the IT department and other teams across the firm.

Qualifications

• 1–3 years in corporate IT support or helpdesk.
• Experience with hardware, software and peripherals.
• Excellent oral and written communication skills.

Responsibilities

• Provide front-line support for hardware, software and peripherals.
• Respond to incidents and service requests with urgency.
• Deliver exceptional client service in person, by phone and email.
• Troubleshoot IT issues and document resolutions.
• Create knowledge docs and end-user guides.
• Provide orientation and training on firm applications and devices.
• Inventory, deploy and maintain end-user technology assets.
• Participate in on-call rotation and special projects.
• Assist with testing hardware/software changes and setup meeting tech.

Skills

Customer service

Communication

Problem solving

Team player

Technical support

Windows/macOS support

Education

CompTIA A+

MCP

MTA

Tools

MS Office

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.