Technical Support Analyst

Carr Allison; Atlanta (GA); On-site; USD 50,000 - 70,000; Full time

Job summary

Carr Allison, a leading civil litigation firm in Atlanta, seeks a Technical Support Analyst to bridge IT and end users. You will handle hardware and software issues, provide desktop support, and support IT projects to enhance the firm’s technology backbone.

Face-to-face collaboration with attorneys and staff is essential in a fast-paced environment. This role requires strong customer service, problem-solving, and the ability to work in a hybrid team across the Georgia office network.

Qualifications

• Exceptional customer service in a hybrid, collaborative environment.
• Strong interpersonal skills with focus on rapport-building and listening.
• Ability to interact with staff, attorneys, and clients professionally.

Responsibilities

• Respond to technical support emails, calls, and in person requests with goal of first-contact resolution.
• Document requests, actions, and final resolutions in the ticketing system.
• Escalate issues to IT team when necessary.
• Access knowledge bases and online resources to resolve problems.
• Onsite visits may be required for hardware/software installations and configurations.
• Maintain desktop hardware and assist with upgrades and project work.
• Provide weekend support on a rotation with on-call coverage as needed.

Skills

Customer service

Interpersonal skills

Communication in tech terms

Desk-side support

Tools

Active Directory

Intune

Exchange Online

Print Server administration

Job description

Carr Allison is a well-regarded civil litigation firm, boasting a team of over 150 attorneys across the Southeast. Our unique philosophy of "early identification - early resolution" has earned us decades of trust and respect from our clients. At Carr Allison , our success is fueled by the collective efforts of our team, and we believe that an open-door policy is essential to our continued growth. We proudly champion teamwork, collaboration, and the pursuit of excellence as the cornerstones of our firm's culture. Join a team where your growth is our priority and your work truly matters.

The Technical Support Analyst is responsible for assisting the end user to ensure that technology hardware and software within the Firm meet business requirements and that end users can accomplish business tasks. Supporting end-users' technology requests is at the center of the Firm's critical business functions and therefore it is extremely important that the highest reliability, performance, and technical support is achieved.

Based in the firm's Atlanta, Ga location, this position is responsible for providing the interface between IT and end users with computer questions, problems, assistance, or installation to efficiently perform their duties; may require in-person, hands-on help at the desktop level; and has responsibility for the identification and resolution of end-user hardware and software technical problems and malfunctions.

This position also participates in various IT projects intended to continually improve/upgrade the desktop infrastructure and assists the Manager of Support Services or the Chief Information Officer in the areas of analysis and problem solving with the potential to affect the successful execution of business transactions.

The position requires a high level of professionalism when interacting with attorneys and staff. You must be able to perform the essential duties of the position in a stressful, always fast-paced environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Receive and respond to technical support emails, calls, and in person questions with the objective of resolving as many problems as possible on the initial contact via phone and/or remote access.
• Document the end user request or issue as well as decisions made, actions taken, and final resolution into the appropriate ticketing and knowledge base system.
• Escalate requests (when required) to the appropriate member of the IT team.
• Access in-house knowledge bases and internet resources to aid in problem resolution.
• If a request cannot be resolved remotely, an onsite desktop visit may be required including, issue analysis, installing and upgrading software, installing hardware, and configuring applications or hardware.
• Maintain the existing desktop equipment in a stable condition. Includes all tasks necessary to anticipate problems whenever possible. Ideas, plans, and options should be discussed with the Director of Information Technology as soon as practical so that a plan to address a potential problem can be implemented before that problem reaches a critical point.
• Handle assigned projects from Director of Information Technology in their entirety with minimal supervision.
• Provide weekend support on a team rotation basis. Technical Support is provided to the Firm during the business hours of 7:00 am - 5:00 pm Monday through Friday with on-call technical support provided on Saturday, Sunday, and Holidays. Technicians are required to be flexible with working hours as the entire shift must be covered in the event of absences of other team members.
• Assist the Director of Information Technology in maintaining a physical inventory of desktop hardware and software.
• Assist in conducting hardware and software upgrades, rollouts, and special projects on an as-needed basis.
• Coordinate the repair or upgrade of hardware and desktop software with vendors, if required.
• Utilize procedures to document problems, recommend constructive improvements to procedures, and ensure updated procedures are written and followed.
• Perform equipment and office moves as needed.
• Have working knowledge of the following systems for user administration (Active Directory, Intune, Exchange Online, and Print Server administration).
• Other miscellaneous duties as requested to enhance the overall operation.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

• Exceptional customer service skills in a hybrid team-oriented, collaborative environment.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning.
• Must have the temperament and demeanor requisite for a position that calls for personal dealings with the Firm's staff and attorneys as well as occasional interaction with the Firm's clients. This interaction may be in person in addition to telephone and e-mail.
• Must be able to move efficiently through the office to work at each individual user desk, as needed.
• Must be able to communicate well with the IT staff in technical terms