Software Support Analyst

PRI Technology; Lake Hiawatha (NJ); On-site; USD 45,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Specialist to provide technical assistance in a dynamic environment. This role involves troubleshooting software and hardware issues, supporting mobile devices, and ensuring high-quality customer service. You will work on-site three days a week, collaborating with teams and vendors to enhance technology deployment and user experience. If you thrive in a fast-paced setting and possess strong communication skills, this opportunity is perfect for you. Join a forward-thinking company that values innovation and continuous learning.

Qualifications

• 3 to 5 years of experience in an IT support role.
• Proficiency in Microsoft Office suite and Citrix XenDesktop.

Responsibilities

• Provide technical support for software and hardware in a Citrix environment.
• Troubleshoot client workstations and manage printers.
• Support firm-issued mobile devices and desk phones.

Skills

IT Support

Communication Skills

Problem-Solving Skills

Customer Service Orientation

Microsoft Office Suite

Adaptability

Leadership

Education

Some College Education

Tools

Citrix XenDesktop

Mobile Device Management (MDM)

Job description

Job Description

NO H1S OR 3RD PARTIES.

THIS ROLE WILL BE ON-SITE 3 DAYS PER WEEK.

• Provide technical support for software and hardware within a Citrix XenDesktop environment:
• Resolve software issues for firm-deployed applications both in-person and remotely.
• Troubleshoot client workstations, laptops, and related hardware.
• Convert various document and multimedia formats, including zip files, unknown extensions, and unsupported applications.
• Remove harmful desktop viruses, spyware, adware, etc.
• Manage printers: reset, clear print jobs, install, and support back-end servers.
• Coordinate with third-party vendors as needed.
• Test new or updated technology for stability before firm-wide deployment.
• Continuously learn and adopt new technologies.
• Travel to other offices monthly to assist users.
• Support 80% software and 20% hardware issues.
• Support firm-issued mobile devices (iPhone and iPad):
• Install and configure Mobile Device Management (MDM) platform.
• Troubleshoot mobile device and MDM issues.
• Provide end-user training and instructions.
• Follow inventory and communication standards.
• Support desk phones and voicemail systems:
• Troubleshoot and resolve related issues.
• Provide end-user support and communication regarding system outages and resolutions.
• Maintain and update technical and support documentation, including internal training resources like the Footprints Knowledge Base.
• Assist with specialized projects as directed by management.

Required Qualifications

• 3 to 5 years of experience in an IT support role.
• Excellent communication skills, both verbal and written, including telephone etiquette.
• Strong organizational and problem-solving skills.
• Exceptional customer service orientation.
• Proficiency in Microsoft Office suite.
• Ability to work remotely and independently.
• Effective communication skills across all organizational levels.
• Ability to remain calm under pressure and handle stress.
• Leadership qualities for project management and decision-making.
• Flexibility and adaptability to changing environments.
• Quick learner of new technologies.
• Willingness to travel periodically.
• Availability for on-call work during after-hours, weekends, and holidays.
• Prior experience in a law firm preferred.

Preferred Qualifications

• Proficiency in Word and Excel, especially in legal document formatting and troubleshooting.
• Knowledge of Citrix XenDesktop.
• Some college education preferred.