IT Support

Founded in 1965, Messerli Kramer is a Top 20 Minnesota law firm with locations in Minneapolis, St. Paul and Plymouth, Minnesota. We have a hard-earned reputation within the business community of providing sound, reasoned and comprehensive legal services. With an emphasis on building lasting relationships with our clients, our professionals take the time to listen and understand legal issues within the larger framework of the business as a whole. Known for our dedication and responsiveness, Messerli Kramer is focused on finding pragmatic solutions and producing remarkable results for our clients.

We plan to continue and enhance our ability to support end users and our firm’s clients by hiring a talented Support and Systems Analyst in our Information Technology department. We are looking for a strong applicant with Analyst abilities and experience to collaborate with a team of four other technical support professionals (the Helpdesk Team) to provide on-site and over-the-phone primary support to around 100 end users in our Minneapolis and St. Paul offices and occasional assistance to 200 additional users in the firm’s Plymouth location.

If you are someone who likes to dig in and solve issues, has good technical abilities, and enjoys working with people, this position might be for you. This position provides the right applicant the opportunity to make a difference in the organization’s technical support delivery, embracing support opportunities in a dynamic and technically diverse professional services environment. The role handles Helpdesk tickets and takes requests directly from users, as well as participating in firm wide projects and office initiatives. The position also includes an element of system administration of a number of firm tools. It offers great exposure to many different aspects of technology support, the ability to learn and take on new responsibilities and the opportunity to contribute with experiences and skills you already possess.

*This role is eligible for a hybrid work schedule upon completion of orientation and training period. Messerli Kramer offers a competitive salary and a comprehensive benefits package including medical, dental, vision, life, disability, and 401k/profit sharing retirement package.

Essential Functions and Duties:

1. Function as a primary contact for information technology issues and user problems; primarily in the Minneapolis office, but also as part of the firm wide Helpdesk Team.

2. Monitor and respond in a timely and effective manner to requests received through the IT Helpdesk management system; Zendesk. Carefully and thoroughly document all incidents for proper record keeping and future reference.

3. Manage IT-related tasks for employee/attorney onboarding and termination, including work within Active Directory user and group management, VMware Horizon, Exchange Management and Email Gateway, Azure Authentication and other firm systems.

4. Provide support for many different software systems: Windows 10, Office 2016, Document Management, Template and Macro packages, document comparison software, the firm Intranet, legal-specific applications, security tools, etc.

5. Provide email support to individuals and groups in Outlook 2016 including rules, signatures, calendars, as well as assistance with email gateway (SPAM filter), phishing questions and email on mobile devices.

6. Provide document support on complex documents in Microsoft Office.

7. Install, test/configure various hardware, peripheral devices and accompanying software, drivers, etc. (i.e. printers, dictation equipment, storage devices).

8. Escalate unusual or unresolved issues to the appropriate IT team member in a timely fashion.

9. Assist in documenting all internal procedures. Follow Standard Operating Procedures (SOPs) established by the department and help keep them organized and up-to-date.

10. Follow, support and promote best practices in data security in order to protect computer users and the firm’s clients’ data.

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

Preferred Education/Experience

• 2 or 4 year degree in an Information Technology-related area of study.

• At least 2 years of prior relevant technical experience.

Preferred Experience:

• Experience with service/incident management/ticketing systems; ZenDesk preferred.

• Responsibility for direct user support.

• PC updating and patching.

• User physical moves and configuration changes. • Network Administration, Active Directory (reset passwords, create users, group assignment); Microsoft networks preferred.

• Network connectivity/troubleshooting (ping, trace routes, physical cable connectivity, basic DNS commands, network adapter configuration, etc.).

• Experience operating within a Virtual Desktop Infrastructure (VDI); (especially VMware Horizon) preferred.

• Intermediate competence in MS Office 2016 products (Word, Excel, PowerPoint); particularly MS Word experience a plus (document Styles, Numbering, etc.).

• Document management system experience, preferred.

• Complying and promoting compliance to the firm’s security standards.

• Mobile phones support experience (iOS and Android).

• Support of IP Phone systems (account creation, MACs, etc.).

• Law firm working experience highly desirable.

Core Competencies:

• Ability to handle a wide variety of issues with curiosity, organization, and a calm demeanor.

• Excellent customer service focus with sufficient technical skill and understanding to explore, troubleshoot and determine best solutions to issues and problems.

• Ability to perceive and navigate requests and demands, from a broad spectrum of roles and interests, with tact, thoughtfulness, and discretion, while working within the general direction provided by the IT Department.

• Excellent communication; both interpersonal and written. Ability to interact with executives and professionals in keeping with a professional services environment.

• Understanding of the importance of clearly documenting issues and system configurations.

• Ability to maintain and track equipment and software inventory.

• Ability to support and enhance user experiences with hardware and software (email, MS Office, legal and practice-specific applications, web applications, etc.).

• Ability to assess problems and situations from the end user’s perspective and craft responses and recommendations accordingly.

Work Environment and Physical Demands:

This job operates in a professional office environment. While performing the responsibilities of the position, these work environment characteristics are representative of the environment the person in this position will encounter. While performing the duties of this job, the employee will work in a professional, fast-paced office environment that may require additional hours to complete work.

The physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the position. If an employee is unable to perform the essential functions of the position, Messerli Kramer will evaluate whether a reasonable accommodation can be made to enable the employee to perform the described essential functions of the position. Generally, due to the nature of this office position, while performing the responsibilities of the position, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. The employee must regularly lift and/or move up to 10 pounds, occasionally lift and/or move up to 40 pounds. Vision abilities required by the job include close vision.

Messerli Kramer is fully committed to equality of opportunity in all aspects of employment. It is the policy of Messerli Kramer to provide equal employment opportunity to all employees and applicants without regard to race, color, religion, national or ethnic origin, military status, veteran status, age, gender, gender identity or expression, sexual orientation, genetic information, physical or mental disability or any other protected status.