Desktop Support Analyst

Please send resume in WORD format should you be interested in the following Desktop Support Analyst position located in Stamford CT. This is a full-time, direct-hire position with a salary between 60-80K + awesome benefits. If youre not interested, please pass along to your colleagues as we do pay referral fees.

Job Title: Desktop Support Analyst

Locations: Stamford CT

Salary: 60-80K (non-exempt) (dependent on experience)

Bonus: annual and discretionary

Bachelors degree: NO

Work Environment: 4-5 days ONSITE

Work Week hours: 37.5

SUMMARY:

Assess, triage, research, resolve incidents, service requests and information requests covering application software, hardware componentry, network configuration and infrastructure. Collect information through a customer interview, support tools including knowledge bases and additional support staff (service resources) if needed. Move problems beyond the scope of ability or responsibility to the other service resources in a timely manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Analyze, address and resolve incidents, service requests and information requests covering application software, hardware, networking and infrastructure.
• Log and track all incidents, service requests and information requests as tickets from identification through resolution into ServiceNow Ticketing system.
• Create a positive customer support experience and build strong customer relationships through deep problem understanding, timely resolution or escalation, effective and prompt communication of progress, and presenting customers with a consummately professional attitude.
• Notify users of loaner asset availability, log user asset request, set up asset, clean loan asset on return, and return asset to physical and data pool.
• Setup conference room and video conferencing meetings- in requested location on requested day.
• Image PC asset and manage PC assets, user moves, new and departed user.
• Provide testing and training capability and support during general rollouts, software deployments and hardware deployments.
• Provide capability and support to Information Systems during planning, installation and setup of any software and hardware as requested and required.
• Maintains and protects confidentiality with regard to all aspects of user care and employee information.
• Provides after hours and on-call support as needed.
• Performs other duties as assigned.

QUALIFICATIONS, SKILLS AND COMPETENCIES:

• Bachelors Degree preferred.
• 3-4 years of relevant experience required.
• Facility and capability in applications, operating systems, networking, desktop/device problem solving, customer service and support.
• High level of fluency and capability in specific legal applications or their equivalents including Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, Visio and Access, Litera Innova (numbering and templates), iManage, Foxit PDF Editor, Intapp (DTE Axiom), multiple browsers (Edge, Firefox and Chrome), Metadact, Change Pro Compare.
• Good facility and conceptual underpinnings in Windows 10 OS elements including compatibility, search, taskbar, stacking, libraries.
• Some understanding of MAC X OS.
• Awareness of Windows Network functionality.
• Ability to work with other managers and employees at all levels in a collaborative and collegial environment.
• A flexible problem solver, self-directed, and customer service oriented.
• Strong written and verbal communication skills with all staff levels and backgrounds.
• Provide functional guidance for administrative support needs.
• A dynamic and business-savvy individual, who can work effectively at both an operational and strategic level. An ability to influence without control.
• A deep understanding of Video conferencing platforms, hardware and software. This include troubleshooting issues related to audio, video, and connectivity.