Senior IT Support & Solutions Lead (Hybrid, AV & Devices)

Troutman Pepper Locke LLP; Pennsylvania; On-site; USD 70,000 - 90,000; Full time

Job summary

Troutman Pepper Locke LLP in United States is seeking a Senior IT Technical Support Analyst to install, support, and manage firm computer and telephone equipment, and to support firm applications and desktop OS in a networked environment.

This office-based position requires on-site presence, leadership of the local operations team, mentorship of less-experienced staff, and a strong focus on outstanding customer service. Travel may be required. Compensation ranges from $70,000 to $90,000 annually.

Qualifications

• Bachelor’s degree or equivalent in IT/related field.
• Minimum of six years IT support experience in a law firm or professional services.
• Microsoft certifications preferred.
• Strong knowledge of TCP/IP, LAN/WAN, and Windows networking.
• Experience with MS Office 365, Exchange, and Active Directory.
• Excellent customer service and communication skills.
• Ability to document procedures and provide mentorship.

Responsibilities

• Install, support, maintain and track all firm computer and telephone equipment.
• Support Firm applications and desktop operating systems in a network environment.
• Lead the local operations team and mentor junior staff.
• Assist IT Operations Manager with priorities and process improvements.
• Provide second-line support for the Service Desk; after-hours on-call duties.
• Document support requests, troubleshooting steps, resolutions, and knowledge base updates in the ticket system.
• Travel as needed.

Skills

TCP/IP knowledge

LAN/WAN configurations

Windows OS

Active Directory

MS Office 365

Excellent customer service

Troubleshooting hardware/software

Communication skills

Education

Bachelor’s degree or equivalent in IT/related field

Six years IT support experience in law firm/professional services

Tools

MS Exchange

Microsoft Certifications preferred

Mobile device support (iPhone/Android)

Job description

Troutman Pepper Locke LLP in United States is seeking a Senior IT Technical Support Analyst to install, support, and manage firm computer and telephone equipment, and to support firm applications and desktop OS in a networked environment.

This office-based position requires on-site presence, leadership of the local operations team, mentorship of less-experienced staff, and a strong focus on outstanding customer service. Travel may be required. Compensation ranges from $70,000 to $90,000 annually.