Support Center Analyst

3 weeks ago

St Louis, United States Armstrong Teasdale Full time

Armstrong Teasdale LLP is seeking a Support Center Analyst join its IT Department.


The Support Center Analyst works to provide a single point of contact and first-level support for all IT hardware and software problems and requests. This role provides high quality customer service to employees and clients through a fully remote setting.


Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  1. Provides Tier 1 support to customers to solve various hardware/software problems including but not limited to Firm applications and standard software including problem recognition, research, isolation, resolution and follow-up steps;
  2. Responds to telephone calls, email, and personnel requests for technical support professionally and effectively at all times;
  3. When unable to provide solutions, troubleshoots, documents and forwards appropriate information to IT personnel, providing timely feedback to requestor of service and management, in order to maintain accurate and timely responses;
  4. Provides basic IP Phone, Smart Phone and iPad/Tablet support;
  5. Performs basic network support/troubleshooting;
  6. Aids in account resets/unlocks;
  7. Assists with printer troubleshooting/driver installs;
  8. Provides basic VPN/VDI, Wi-Fi and broadband device support for home/remote users;
  9. Provides assistance to customers after normal business hours as assigned through on-call rotation schedule;
  10. Identifies and suggests possible improvements to Support Center procedures.


Competencies:

• Decision Making – Identifies issues and provides suggestions to day-to-day problems; prioritizes and effectively completes daily tasks with team;

• Communication – Shares information by using data and information to support an argument or point of view; keeps team informed about progress and problems; avoids surprises; and understands the appropriate level of confidentiality required;

• Leadership – Gives positive feedback to others; is developing skills to mentor others; asks questions; is assigned work; and focuses on the day-to-day tasks;

• Continuous Learning – Attends required training; accepts planned change willingly;

• Teamwork – Actively participates in the team and can provide feedback and solutions; listens and response constructively to others’ concerns;

• Alignment to Values – Is aware of the Firm’s values and consistently demonstrates them; is aware of the meaning/strategic goal of the Firm’s Diversity and Inclusion values; has a deep understanding of one’s own core functions.


Required Education: High school diploma or equivalent and four years prior experience

Preferred Education: Associates Degree

Desired Licenses and/or Certifications: Microsoft Office Specialist: Associate (MOS) Office 365 (must be willing to obtain MOS 365 in Word, Excel and Outlook within 6 months of employment); A+; HDI – Support Center Analyst

Required Experience: Two years relevant Help Desk experience – preferably in a professional services environment; Document Management System experience; Windows 10 and Office 365 experience required

Preferred Experience: iManage experience; knowledge of hardware including printers, scanners and related software

Supervisory Responsibilities: n/a

Physical Activity: The employee will be required to sit for prolonged periods and work on a computer.

Travel Required: n/a

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