IT Support Analyst

Blank Rome LLP; Los Angeles, California (CA, MO); On-site; USD 70,000 - 90,000; Full time

Job summary

Blank Rome LLP seeks an IT Support Analyst (Level 2) to assist Help Desk Technicians and escalate complex issues to Level 3. You will diagnose and resolve end-user desktop application issues, coordinate with engineering teams, and ensure all incidents are tracked in Service Now.

The role is in-office with onsite requirements in Century City, Los Angeles, reporting to the User Support and Conferencing Technology Manager.

Qualifications

• 5+ years in information systems with PC-oriented responsibilities.
• 5+ years in an IT call center environment.
• Experience in a legal environment or professional services preferred.
• Knowledge and training in ITIL methodologies.
• Ability to explain complex and technical issues to end users clearly.
• Strong communication skills (verbal and written).
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams).
• Proficient in web-based conference call/web-sharing applications.

Responsibilities

• Respond to requests for technical assistance in person, via phone, and electronically.
• Diagnose and resolve hardware, software, VoIP, and smartphone issues.
• Serve as on-site representative for vendor appointments.
• Set up, test, and deliver meetings and conferences in the office.
• Log all help desk interactions in the ticketing system and follow up with users.
• Provide status updates per SLA and escalate as needed.
• Mentor teammates in troubleshooting, customer service, and documentation.

Skills

ITIL knowledge

Customer service

Strong communication

Problem solving

Microsoft Office

Web conferencing tools

Ability to explain complex issues

High-pressure environment

Tools

Web-based conference call tools

Job description

Blank Rome is an Am Law 100 firm with 16 offices and 800 attorneys who provide comprehensive legal and advocacy services to clients operating in the United States and around the world. Our professionals have built a reputation for their leading knowledge and experience across a spectrum of industries and are recognized for their commitment to pro bono work in their communities. Since our inception in 1946, Blank Rome’s culture has been dedicated to providing top-level service to all of our clients and has been rooted in the strength of our diversity and inclusion initiatives. Our commitment to our core values and dedication to providing a supportive and inclusive work environment, allows the firm to attract and retain the brightest in the industry.

Job Overview

The IT Support Analyst (Level 2) is responsible for assisting Help Desk Technicians (Level 1) with escalations and technical through phone, email and chat support, in order to resolve end user’s incidents and support requests. The IT Support Analyst communicates with customers at all levels of technical and non-technical skill sets. The IT Support Analyst provides technical coaching and training as things change in the environment.

The IT Support Analyst receives elevated complex and/or high-priority problems that Help Desk Technicians cannot resolve in a timely manner. The IT Support Analyst escalates issues to the appropriate engineering groups (Level 3) for resolution if necessary. The IT Support Analyst diagnoses and troubleshoots end user desktop application issues and provides appropriate solution. The IT Support Analyst follows-up with end users to provide status updates per service level guidelines (SLAs).

In addition, the IT Support Analyst partners with other Technology team members and groups to provide on-site assistance and coordination for application deployments, videoconference meeting preparation, data center maintenance, and investigation of security related reports on equipment and virus scans. The IT Support Analyst must ensure that all reported incidents and interactions are recorded in the firm’s service management platform, Service Now. This is a highly visible and relied-upon position, and the IT Support Analyst serves as a key interface in satisfying users and client technology needs.

This role has an in-office working arrangement. Potential candidates must live within commuting distance of our Los Angeles office in Century City to be onsite 5 days per week. In this role, you will report to the User Support and Conferencing Technology Manager.

Essential Functions

• Respond to requests for technical assistance in person, via phone, and electronically.
• Diagnose and resolve technical hardware, software, VoIP phone, and smartphone issues.
• On-site representative and contact for technology vendor appointments.
• Setup, testing, and delivery of meetings and conferences within the office.
• Track, route, and redirect problems to correct resources.
• Log all help desk interactions in the ticketing system.
• Follow up with customers, provide feedback, and see problems through to resolution, including escalated calls.
• Ensure proper recording, documentation, and closure of all end user help calls or requests.
• Prepare video conference and A/V equipment for meetings and troubleshoot connectivity issues.
• Perform basic troubleshooting for data center equipment and network issues.
• Continuously review and maintain training materials and knowledge base used within the Help Desk and the creation of new subject areas.
• Mentor team members in areas of troubleshooting, customer service, and documentation.
• Assist in the training of newly hired Help Desk team members.
• Assist in the overall review of incidents and service requests to ensure correct solutions and adherence to process.
• Assist in daily, weekly, and monthly performance reporting including analysis of key performance indicators and trends.
• Review existing processes for areas of improvement and development new processes.
• Maintain technical knowledge of all supported products through training and hands on experience.
• Assist in emergency procedures and assist in coordinating resources to respond to those emergencies to assure system reliability.
• Available after business hours and weekends for system upgrades and planned maintenance.
• Perform other responsibilities as assigned.
• Work additional hours as needed to fulfill job requirements.

The above essential functions represent the general nature and level of responsibilities for this position and is not intended to be an all-inclusive list. The firm may modify and amend any job description at any time in its sole discretion.

Skills/Qualifications

• 5+ years of experience in information systems with specific concentration on PC oriented responsibilities.
• 5+ years of experience in an IT call center environment.
• Experience in a legal environment or professional services preferred.
• Working knowledge of fundamental operations of relevant software, hardware, and data center infrastructure.
• Knowledge and experience of customer service practices.
• Knowledge and training in ITIL (Information Technology Infrastructure Library) methodologies.
• Ability to explain complex and technical issues or procedures to the end users in a way end users understand.
• Strong communication skills (verbal and written) with the ability to develop positive working relationships (in-person and virtually).
• Ability to problem solve in a high-pressure, deadline-oriented environment.
• Ability to understand when urgency is required.
• Meticulous attention to detail and accuracy.
• Ability to troubleshoot and manage multiple tasks with effective organizational skills.
• Proven problem solving, critical thinking, and decision-making skills.
• Unquestioned integrity and professionalism.
• Proficient in Microsoft Suite (Word, Excel, Outlook, Teams).
• Proficient in web-based conference call/web-sharing applications.
• Ability to be flexible with schedules, duties, technologies, and responsibilities in a changing work environment.

Compensation

The salary range for this role is $70,000 - $90,000. Actual salaries will depend on a candidate's geographic location, relevant experience, and skillset. The salary range listed is just one component of Blank Rome’s total compensation package for employees. Other monetary rewards include annual discretionary bonuses based on performance and profit-sharing contributions based on eligibility and firm profitability.

In addition, Blank Rome provides a comprehensive suite of benefits to promote health and financial security, including medical, dental, and vision insurance as well as life, accident, and disability insurance plans. The firm also provides the opportunity to participate in 401(k) retirement benefits, commuter benefits, and well-being programs.

EEO Statement

Blank Rome is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, religion, sexual orientation, gender, gender identity or expression, national origin, citizenship status, age, disability, genetic information, or any other status protected by law.

Our core values of respect for the individual, the community, and the law are clearly demonstrated in our ability to recruit and develop a diverse group of exceptionally talented attorneys and professional staff who enable us to best serve our clients and our communities.