IT Support Analyst

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

Job summary

KMK Law in Cincinnati is seeking an IT Support Analyst to deliver frontline desktop support for a 250+ user population, ensuring reliable access to applications and client data.

You will triage incidents, create knowledge bases, train new users, manage asset inventory, and participate in on‑call rotations in a client‑focused IT team at KMK Law. Excellent communication and teamwork are essential in this role.

Qualifications

• Education/certification in computer system support and troubleshooting is desired.
• Experience providing technical support in a corporate environment is desired.
• 1-3 years of relevant customer service experience.

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 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.

Skills

Communication skills

Customer service oriented

Organizational skills

Microsoft products experience

Software/hardware knowledge

Flexibility to work evenings/weekends

Team player

Education

CompTIA A+ certification

Microsoft Certified Professional (MCP)

Microsoft Technology Associate (MTA)

Tools

Microsoft Office

Job description

Position Summary

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.

Essential Job Function / Responsibilities

• 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.

Competencies/Skills/Abilities

• 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.

Benefits & Salary

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.

Equal Opportunity Employer

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.