Senior IT Technical Support Analyst

Troutman Pepper Locke LLP; Richmond (VA); On-site; USD 70,000 - 90,000; Full time

Job summary

Troutman Pepper Locke LLP in Richmond, VA seeks an IT Support Analyst to install, support, and maintain the firm’s computer and telephone systems, with a focus on delivering outstanding service in a legal environment. You will support AV conferences, mobile devices, printers, and end-user hardware while keeping asset inventory accurate.

The role requires at least three years of IT experience in a professional services setting, a Bachelor’s degree (or equivalent), and strong knowledge of Windows,

Qualifications

• Minimum of three years of IT experience in a law firm or professional services environment.
• Bachelor’s degree or equivalent; Microsoft certifications preferred.
• Experience with hardware and software troubleshooting.

Responsibilities

• Provide AV conference support and web-enabled meetings as directed.
• Provide offsite IT support for firm events and seminars.
• Support mobile devices including iPhone and Android devices.
• Manage hardware asset inventory for desktops, laptops, and monitors.
• Support moves, additions and changes, including setup of new user hardware.
• Provide second-level Help Desk support and after-hours on-call duties.
• Provide telecom support including voicemail and associated changes.
• Support end-users with standard applications and peripherals.
• Enter all end-user requests in the Help Desk system.
• Research issue resolutions using online knowledge bases.
• Participate in training and stay updated on industry trends.
• Some travel may be required.

Skills

TCP/IP and network basics

Mobile devices troubleshooting

Windows OS & Office 365

Customer service

Help Desk & documentation

AV conference support

Education

Bachelor’s degree or equivalent

Microsoft certifications preferred

Tools

Active Directory

VPN

Exchange

Printer management

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. The Information Technology Department is responsible for the Firm’s computer and telephone systems. The IT Technical Support Analyst is responsible for installing, supporting, maintaining, and tracking all firm computer and telephone equipment, as well as supporting the Microsoft Office Suite and Desktop Operating Systems in a network environment, with a focus on providing outstanding customer service.

Essential Duties and Responsibilities:

• Provide support for AV conferences, including web-enabled meetings under the direction of the AV Technical Lead Engineer.
• Provide offsite IT Support for firm-related events, including, but not limited to, seminars and marketing events.
• Provide support for firm approved mobile devices, including, but not limited to, Apple iPhone and Droid 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, equipment additions and changes, including setup of new user hardware and maintenance of existing hardware. This includes regularly moving printers, computers, monitors and other 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 Help Desk including after-hours on-call duties.
• Provide first level telecom support including the voicemail system, including all adds, moves and changes.
• Support end-users with Firm standard applications and peripheral hardware.
• Ensure all end user support requests are entered into the Help 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. This includes meeting annual personal development goals.
• Some travel may be required.

Knowledge, Skills and Abilities:

• Knowledge of network protocols specifically TCP/IP, printers and peripherals.
• 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 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 develop and document operational procedures.

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 three (3) years of experience in information technology working in a law firm or other professional services environment. Experience with hardware and software troubleshooting procedures. Microsoft certifications preferred.

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 your 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.