Technical Support Analyst

Technical Support Analyst

Department: Information Technology

Employment Type: Permanent - Full Time

Location: Detroit, MI

The Technical Support Analyst will provide hardware and software support services to enable business productivity on endpoint devices such as desktops, laptops, printers, tablets, and smart devices.

• Quickly resolve as many problems as possible to meet or exceed call standards as defined in the Bodman IT performance objectives.
• Log, work on and close tickets for end user requests and change control tickets such as software installations and upgrades.
• Escalate tickets to the appropriate Level 2 or Level 3 team members.
• Be fully knowledgeable with current version for the following type of software:
  Microsoft Windows, Exchange/Outlook, Microsoft’s Word, Excel, PowerPoint, and Adobe Suite.
• Become fully knowledgeable with the Bodman’s network design and use of the following hardware: PCs, printers, scanners, laptops, projectors, video conference, phones (VOIP), etc.
• Keep End User Support Manager informed of service request backlog.
• Maintain and update software licensing folders for new and upgraded software in concert with outsourcing vendors.
• Create P.O., obtain approval and order software and PC hardware as needed.
• Keep asset inventory database up to date.
• Work closely with Level 1, 2 and 3 teams to ensure that on‑going end user issues are resolved fully on a timely basis.
• Understand the service levels to be met in Bodman.
• Understand the Policies and Procedures for Bodman.
• Understand how to use the ticket system and the procedures for logging and routing user calls.
• Create and maintain technical documentation for all supported customer applications.
• Train new IT users in the use of applications as needed to resolve tickets.
• Provide suggestions to enhance training classes and reference resources.
• Provide suggestions for Frequently Asked Questions for all supported customer applications.
• Create and maintain related procedures.
• Provide off‑hours technical support to end users through the use of the on‑call phone on a rotating schedule.
• Contribute articles or topics or tips to be emailed to end users.

Essential:

• Strong skills in Microsoft Office Applications (i.e., Word, Excel, Outlook, Explorer, PowerPoint)
• Strong computer hardware skills and experience.
• Great customer service experience and skills.

Desirable:

• Undergraduate degree.
• Certification in Microsoft Office applications (i.e., Word, Excel, Outlook, Explorer, PowerPoint)
• Experience in a law firm or other professional services environment.
• Familiarity with law firm-specific applications such as document management, time and billing, compare, etc.