Senior End-User IT Support Analyst

Holland & Hart LLP; Boise (ID); On-site; USD 56,000 - 93,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Educational assistance

Wellness program

Job summary

Holland & Hart LLP seeks a Technical Support Analyst II to deliver end-user computing support for hardware, software, and networking, serving as the IT department's primary face to staff. The role requires strong customer service, team collaboration, and ability to work independently within a team-focused environment.

Responsibilities include responding to tickets, diagnosing Windows and macOS devices, managing AD/Exchange accounts, and contributing to knowledge bases.

Qualifications

• Four (4)+ years’ IT experience with end user computing hardware and business applications.
• Associate’s degree in a related field, or two (2)+ additional years of directly-related experience.
• Minimum of one technical certification related to position (A+, Network+, MCSA: Windows, MCSE: Desktop Infrastructure, ITIL, HDI).
• In-depth technical experience of enterprise Microsoft environments (AD, Microsoft 365, Group Policy, Office applications, PowerShell).
• A foundational understanding of ITIL or HDI
• Advanced knowledge of computer hardware and networking technologies
• Maintain positive attitude and customer advocate through issue resolution
• Ability to maintain professionalism under stress
• Ability to maintain confidentiality
• Deadline-driven with excellent time management ability
• Ability to work closely with other IT staff to ensure that network, system, security, and regulatory concerns are properly addressed
• Ability to multitask, prioritize work and manage own time to meet team goals and deadlines
• Logical and experienced troubleshooting methodology
• Strong analytical and problem-solving skills
• Strong written and verbal communications skills

Responsibilities

• Respond to incoming end user requests and issues via ticketing system and the phone queue.
• Troubleshooting and configuration of Windows and Apple desktop and laptop equipment, printers, network connections, Smartphone’s etc
• Provide top level technical support for multiple products to internal employees
• Proactively resolve problems by following department protocols and elevate issues to the appropriate individuals, when necessary
• Be an end user advocate while maintaining quality customer service and effective communications with the end user when analyzing, updating and resolving tickets.
• Promote the use of technology as a means of efficiency, while adhering to best practices and technology policy
• Maintain user & email accounts in Microsoft Active Directory/Exchange and support end-user moves, additions, changes, and departures
• Serve as an integrated team member and work with other IT department members regarding computer troubleshooting and technical support
• Utilize appropriate tools to provide end user support and issue resolution
• Research and recommend innovative and automated approaches for system administration tasks
• Contribute to department's knowledge base articles and FAQ's
• Strong analytical and communication skills including working directly with all levels of staff and external vendors to determine sound solutions for business requirements
• Assist Technical Support Manager with hardware and software purchases
• Possibly training more junior team members
• Testing new technology
• Responsible for leading multiple low-complexity projects assigned by manager and ensure solutions are well engineered, operable, and maintainable
• Understanding of ITIL processes and experience implementing ITIL concepts
• Increasingly complex problem solving, providing insight at a larger scope
• Works with other IT support teams to improve service, user knowledge and user self-sufficiency while providing the highest level of customer care
• Able to travel to other offices for local hands support, maintenance, and scheduled site visits
• Available to work rotating late shift/on-call schedule as assigned, providing support during evening and weekend hours

Skills

End-user computing

Windows troubleshooting

Mac troubleshooting

Active Directory/Exchange

PowerShell

Customer service

ITIL knowledge

Communication skills

Team collaboration

Education

Associate degree in related field

One technical certification (A+, Network+, MCSA, MCSE, ITIL, HDI)

Tools

Active Directory

Microsoft Exchange

PowerShell

Job description

Holland & Hart LLP seeks a Technical Support Analyst II to deliver end-user computing support for hardware, software, and networking, serving as the IT department's primary face to staff. The role requires strong customer service, team collaboration, and ability to work independently within a team-focused environment.

Responsibilities include responding to tickets, diagnosing Windows and macOS devices, managing AD/Exchange accounts, and contributing to knowledge bases.