This position involves providing timely support and assistance to attorneys and staff in implementing and using the firm's technology. The analyst must have expertise in various technologies, including computer systems, telephones, mobile devices, hardware, and software. They should be capable of analyzing and resolving problems quickly and professionally in a demanding environment. While technical skills are important, the candidate's personality and commitment to delivering exceptional service to employees, clients, and external parties are also crucial for success in this role.

Primary Responsibilities:

• Provide technical support to users via in-person, email, and phone, serving as the initial point of contact for hardware/software PC and printer issues.
• Record and manage service requests using the ticketing system, maintaining a knowledge base and updating support documentation.
• Provide comprehensive troubleshooting and resolution for computer systems, hardware, software, mobile devices, peripherals, and network issues, including the configuration and troubleshooting of printers, copiers, and multi-function devices.
• Deliver excellent customer service, taking ownership of issues and ensuring timely resolution.
• Identify and escalate patterns of issues impacting multiple users to appropriate team members or third-party support. Inform management of recurring problems or trends.
• Familiarize yourself with internal business applications, offering general PC/network and application support.
• Provide on-demand training and guide users through the problem-solving process.
• Provision new accounts, hardware, and software during employee onboarding. Manage account access, onboarding/offboarding, and password changes.
• Set up audio/visual and web conferencing equipment in conference rooms.
• Troubleshoot remote access issues for attorneys and staff.
• Complete assigned projects and handle special duties as required.
• Respond promptly to security incidents, quarantining IT assets as needed.
• Provide assistance and educate users on security matters, addressing their questions and raising awareness about security practices.
• Conduct routine system maintenance, applying software and hardware updates on a rotating schedule after hours.
• Provide on-call support after hours, responding to requests according to the Service Level Agreement.
• Ensure end users' satisfaction by conducting quality assurance reviews of new equipment.
• Perform physical inventory of hardware assets to maintain accurate records.

Most Common Technologies Supported:

• HP laptops, desktops, printers, and servers.
• Windows 10/11 Enterprise, Microsoft Office 2016 & M365, iManage Work (Document Management System), Kofax Power PDF, Workshare Professional, Citrix ShareFile, Mimecast, Mobile Device Management, Active Directory, Remote Access & VPN.
• Microsoft BitLocker for encryption of removable media and SSDs.

Requirements and Qualifications:

• 2+ years of end-user support experience in a mid to large-size corporation.
• Experience supporting software applications, particularly Microsoft Windows 10/11 Enterprise and Office Suite/M365.
• Strong customer service skills and ability to communicate technical information clearly to non-technical individuals.
• Excellent analytical and problem-solving abilities. 
• Proficiency in Microsoft Office, particularly Outlook and Word.
• Awareness of IT standards, security risks, and emerging technologies. Familiarity with IT standards such as SSAE SOC2, ISO 27001, PCI, HIPAA/HITECH, NIST.
• Fundamental knowledge of operating systems and networking.
• Help desk experience in a mid to large-sized law firm is preferred.
• Project management experience is preferred. Familiarity with PowerShell, T-SQL, Power Automate, and programming languages is a plus.
• Associate's or Bachelor's degree in Information Technology is preferred, or four years of relevant work experience.
• Basic Technical Certification (CompTIA A+, networking, MCP, etc.).
• Certifications in Microsoft, Cisco, CompTIA, and/or ITIL are preferred.

About Hill Ward Henderson

Since its inception in 1986, Hill Ward Henderson has grown steadily, while based on a client-focused philosophy that combines the talent, resources, and technologies of a large firm with the attention of a smaller firm. The firm has as its cornerstone an obligation and a commitment to our valued clients of integrity, professionalism and timely, efficient delivery of legal services. We want to be our clients' law firm 50 years from now, and we build our relationships with that in mind.

Connections working at Hill Ward Henderson