Senior IT End-User Support Analyst

Holland & Hart LLP

Boulder (CO)

On-site

USD 39,000 - 65,000

Full time

4 days ago

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Job summary

Holland & Hart LLP in Boulder, CO seeks a Technical Support Analyst II to provide end-user computing support for hardware, software, and networking equipment. You will interact with all business units and lead knowledge sharing with the IT team, delivering top-notch customer service while working both independently and as part of a collaborative team.

The role involves troubleshooting Windows/Apple devices, AD/Exchange administration, researching new tech, and possibly training junior staff.

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

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
Perform additional duties and tasks assigned, demonstrating flexibility and a commitment to supporting the firm’s overall objectives.
Job Knowledge & Technical Skill: Demonstrates an understanding of objectives, duties, responsibilities, and expectations of the job with exceptional quality work.
Communication: Understands the importance of and demonstrates verbal, written, and non-verbal communications.
Team Player: Works within team and cross-functionally to meet required results.
Customer/Client Experience: Creates a consistent and exceptional experience for others, whether directly to external clients/customers or indirectly through internal support, that elevates the overall perception of the firm.