IT Support Analyst
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Working as part of the global IT Support function and other areas of the firmwide Technology department, this position is responsible for the initial contact and support of the end user community for Firm-wide hardware, software and networking issues by investigating, researching, troubleshooting, escalating and/or resolving issues in an efficient manner.
Our Team
The IT Support team is based in Cleveland, Ohio and Leeds, and is managed by two IT Support Managers. In this position, you will report directly into one of these managers, with a dotted line to the other. You will be required to have a good working relationship with the end-user community and all other areas of the Technology department with close to 24/7 coverage.
Our Opportunity
In this role, you will be responsible for servicing queries to the global IT Support telephone numbers and mailboxes. You will answer IT Support phones in a polite and professional manner and respond to support queries submitted by email and other means in a timely manner. Attention to detail is essential: you will be required to obtain accurate and pertinent details and records all requests into the service desk management tool.
You will deliver first- and second-level technology support on PC-based and telecommunications issues. Areas of support include: desktops and laptops, Microsoft Office, document management, intranet and extranets, telephony, mobile devices, and remote access tools.
You will also assist with project work, such as testing new software, providing insight into end-user support issues on new software and projects, as well as assisting in the creation and review of end-user documentation to ensure accuracy and consistency. Travel to other offices may also be required.
You
You must work based computer-operations experience, preferably in a Windows environment, advanced educational courses are also desirable. Due to the technical nature of this role, you’ll need a working knowledge of Microsoft Office 2016 and Microsoft Windows 10, as well as knowledge of other desktop applications, preferably in a legal environment. Experience with mobile devices and remote access tools is essential.
You will have a focus on customer care and have excellent communication and interpersonal skills. Excellent organisational skills are essential, as is the ability to multi-task and work under pressure.
To find out more information and to apply, please click the APPLY button.
Squire Patton Boggs is committed to equal opportunity for all. We may collect relevant data for monitoring as part of our candidate registration process.