IT Support Analyst

4 weeks ago

Columbus, United States ComResource Full time
Job DescriptionJob Description JOB SUMMARY
As an IT Support Analyst, you’ll play a crucial role in ensuring the smooth operation of our in-house computer systems. Your responsibilities will encompass maintaining and optimizing hardware components, including desktops, laptops, and peripherals. You’ll collaborate within a dynamic team environment, providing comprehensive support for personal computers, peripheral devices, software and applications. Additionally, your commitment to exceptional customer service will contribute to ongoing customer satisfaction.
ESSENTIAL FUNCTIONS
  1. Install, configure, test, maintain, monitor and troubleshoot PC hardware, networked peripheral devices, and networking hardware equipment.
  2. Monitor, troubleshoot, and resolve basic to complex PC hardware and software issues reported via email, telephone, or ticketing systems—whether onsite or remote. Always ensure meticulous ticket maintenance for tracking and documentation purposes.
  3. Collaborate with vendor support in the timely resolution of service problems requiring third-party involvement (Microsoft, ISPs, and other hardware and software vendors). Diagnose potential causes of problems, determine corrective action, and correct problems and document cause and resolution, reviewing with staff where appropriate.
  4. Maintain Active Directory and Entra (Azure AD) services, including DHCP and DNS, to support user authentication and resource access.
  5. Manage and maintain Azure-based environments, ensuring optimal performance, security, and scalability.
  6. Administer Microsoft 365 applications, including Exchange Online, SharePoint, and Teams, to provide seamless collaboration and communication solutions.
  7. Utilize Group Policy and/or Intune Device Management to implement and maintain device policies and configurations.
  8. Communicate incident updates to appropriate personnel and ensure that critical incidents are resolved in a timely fashion.
  9. Perform preventative, scheduled and unscheduled hardware and software maintenance.
  10. Monitor network usage and availability using network management software and monitoring systems including file server disk space availability, CPU and memory utilization, and available network resources.
  11. Assist in the research, evaluation, product selection and implementation of various hardware and software platforms to the firm’s standards.
  12. Perform periodic inventory of all system components d PC's and update inventory system.
  13. Prepare and maintain documentation for maintenance, licensing, configuration and inventory and equipment records.
  14. Conduct formal and one-on-one training of company staff.
  15. Meet agreed upon goals and objectives in a timely manner.
  16. Arrive to work, meetings, appointments, and other work-related functions on time and as scheduled.
TECHNOLOGY USED
  1. Dell, Microsoft, and Apple end user computing devices.
  2. A multitude of printers and peripherals
  3. A wide array of software titles, including NetDocuments, JuraLaw, Litera, Nuance Dragon, etc.
  4. Dell, Cisco or Meraki Networking
  5. Virtual Private Networking
  6. VoIP phone systems
PERIPHERAL DUTIES
  1. Assist in formulating departmental strategic plan.
  2. Serve as a member of various employee and organizational committees.
  3. Perform other duties as assigned.
MINIMUM QUALIFICATIONS
  1. Minimum 2 years of coursework in computer science and 4 years of experience or any equivalent combination of education, training and experience that demonstrates the required skills.
  2. Working knowledge of PC and server components, installation requirements, standard, troubleshooting and management techniques, and problem resolution methods in a law firm environment.
  3. Demonstrated knowledge of Internet connectivity options including connection options, firewalls and VPNs.
  4. Knowledge of applicable processing and technical support systems, policies and procedures.
  5. Demonstrated analytical, problem-solving and critical thinking skills, and ability to read and interpret various technical materials.
  6. Ability to work independently and with others to research, evaluate and recommend PC and server related hardware and software solutions.
  7. Proficient in Microsoft 365 products & basic understanding of law office software and systems.
  8. Ability to prioritize and execute tasks in a high-pressure environment.
  9. Proven ability to train non-technical staff in technical areas of responsibility.
  10. A Valid State Driver's License and acceptable driving record may be required.

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