Senior IT Technical Support Analyst

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

We are always seeking talented, motivated, growth-minded, and creative individuals. Our firm is committed to providing employee support and advancement, while embracing inclusion and innovation as keys to a stronger future. We invite you to explore the position below and to submit your application to join our team! The Information Technology Department is responsible for the Firm's computer and telephone systems. The Senior IT Technical Support Analyst is responsible for installing, supporting, maintaining and tracking all firm computer and telephone equipment, as well as supporting Firm applications and Desktop Operating Systems in a network environment. The Senior IT Technical Support Analyst also serves as a lead to the local operations team, provides mentorship to less experienced team members, supports process improvement, and assists the IT Operations Manager with operational priorities. The Senior IT Technical Support Analyst role is an office-based position that requires a consistent on-site presence to effectively support users, technology infrastructure, office operations, and business initiatives, with a particular focus on outstanding customer service.

Essential Duties and Responsibilities:

• Perform a range of technology processes or procedures with notable complexity and may perform advanced or highly specialized technology processes or procedures; may provide formal guidance to others with less experience.
• Serve as a senior local resource lead for AV conferences, including web-enabled meetings as directed by the AV Technical Lead Engineer.
• Provide support for firm approved mobile devices, including, but not limited to, Apple iPhone and Android devices.
• Manage accurate hardware asset inventory for all desktops, laptops and monitors including loaner and spare equipment as required by Standard Operating Procedures.
• Support moves (e.g., office moves, moving printers, computers, monitors and other hardware), equipment additions and changes, including setup of new user hardware and maintenance of existing hardware.
• Manage accurate printer inventory and promptly inform the account manager of any adds, moves and changes as required by Standard Operating Procedures.
• Provide second level support for the Service Desk including after-hours on-call duties.
• Assure effective end-user support for Firm standard applications and peripheral hardware.
• Accurately document support requests, troubleshooting steps, resolutions, escalations, and knowledge base updates in the Service Desk call tracking system.
• Research possible issue resolutions with tools available, including the use of the Internet and other on-line knowledge bases.
• Maintain technical proficiency by participating in in-house technical training programs as well as external programs.
• Continue to develop skills, knowledge and ability to improve processes and procedures, and keep updated on trends and developments in the industry, including meeting annual personal development goals.
• Provide solutions to problems in situations that are atypical or occur infrequently based on existing precedents or procedures.
• Serve as an escalation point for unusual or complex procedural or process-related problems.
• Some travel may be required.

Knowledge, Skills, and Abilities:

• Knowledge of network protocols specifically TCP/IP, printers and peripherals.
• Strong understanding of the Firm’s technology environment, with the ability to anticipate impact of changes to processes and procedures.
• Solid knowledge of mobile devices and experience with troubleshooting.
• Solid understanding of LAN/WAN configurations and knowledge of Windows networking and remote access technologies including VPN.
• Knowledge of all current versions of MS Office Suite, O365, Windows Operating System, Exchange environment and Active Directory.
• Excellent customer service skills and the ability to communicate effectively with clients, Troutman Pepper Locke attorneys and staff at all levels and work well as part of a team.
• Ability to independently develop and document operational procedures.
• Ability to complete work with a limited degree of supervision.
• Ability to explain complex technical information including interdependencies within own team and other related teams as well as anticipate questions.
• Ability to anticipate issues and can serve as an escalation point for unusual or complex problems.

Education and/or Experience:

• Bachelor’s degree or any equivalent combination of training, education and experience that demonstrates the ability to perform the duties of the position.
• Minimum of six (6) years of experience in information technology working in a law firm or other professional services environment.
• Demonstrated experience with hardware and software troubleshooting procedures.
• Microsoft certifications preferred.

#LI-Hybrid The Firm will comply with any applicable city or state workplace mandates in effect in regards to Covid-19. This position description is intended to describe the general content of and requirements for the performance of the job. The statements contained in the position description are not necessarily all-inclusive and additional duties and responsibilities may be assigned as determined by business needs. This position description does not constitute a written or implied contract of employment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. By applying for this position, you agree and understand that Troutman Pepper Locke will process your Personal Information pursuant to the terms of our Worker and Applicant Global Privacy Notice. If you have questions about our data handling practices, or you are a resident of California, the United Kingdom, or the European Union and wish to exercise your privacy rights, please contact us at [e-mail].

Equal Employment Opportunity Troutman Pepper Locke adheres to a policy of equal opportunity and will make all employment decisions, which include hiring, promotion, transfer, demotion, evaluation, compensation and separation, without regard to race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, pregnancy, citizenship, disability, genetic information, marital or armed forces status and any other classification as protected by law.

Compensation is dependent on several factors, such as position, location, market, education, training, and/or experience. Hiring Salary Range: $70,000.00 - $90,000.00

About Us

Your experience is our difference. We aim to make a tangible and lasting difference for you and your business. As a client of our firm, you can expect us to be ahead of the curve in your industry, start closer to the right answer on your issue, and create more value. What drives you, drives us. Troutman Pepper Locke helps clients solve complex legal challenges and achieve their business goals in an ever-changing global economy. As a firm of more than 1,600 attorneys in 35 offices in the U.S., UK, and EU, including the 10 largest U.S. legal markets, we serve clients ranging from multinational companies to new market entrants across all major industry sectors, and offer differentiated experience in energy, financial services, health care and life sciences, insurance and reinsurance, private equity, and real estate. We put clients first. This service ethic manifests itself in everything we do, including through Troutman Plus, our market-leading client value program. Through Troutman Plus, we collaborate with clients to understand their unique needs and deliver customized solutions that add real value to their business. A true service culture thrives on an inclusive environment of mutual support and collaboration — values we emphasize at every level of our firm. Delivering the best service to you depends on a work environment that embraces respect, inclusiveness, and teamwork, empowering every individual to contribute. The best ideas emerge when everyone has a seat at the table. Corporate responsibility is central to our mission as we reach out to the communities we serve in meaningful partnerships and pro bono work. Individuals and groups firmwide contribute time and talent to the civic, cultural, charitable, educational, and professional organizations that matter to them.