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 is seeking an Information Technology Department professional to install, support, and maintain firm computer and telephone systems in a client-focused environment.

The IT Technical Support Analyst will provide end-user support for MS Office, Windows OS, Exchange/AD, and mobile devices, with emphasis on excellent customer service and asset management. Some travel may be required.

Qualifications

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

Responsibilities

• Provide support for AV conferences and web-enabled meetings under direction.
• Provide offsite IT support for firm events and seminars.
• Support firm mobile devices including iPhone and Android.
• Manage hardware asset inventory for desktops, laptops, and monitors.
• Support moves, additions and changes of hardware, printers, and peripherals.
• Provide second-level Help Desk support and after-hours on-call duties.
• Provide first-level telecom support including voicemail system changes.
• Support end-users with Firm standard applications and peripherals.
• Enter all end-user requests into the Help Desk system.
• Research issue resolutions using available tools and knowledge bases.
• Maintain and update technical skills through training.

Skills

TCP/IP

Printers

Mobile devices

LAN/WAN

VPN

MS Office

Office 365

Windows OS

Exchange

Active Directory

Customer service

Documentation

Education

Bachelor's degree

3+ years IT experience in professional services

Hardware & software troubleshooting

Microsoft certifications preferred

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 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 online 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