IT Support Analyst II
1 week ago
Position Summary:
The Technical Support Specialist II role is a proactive, technology-driven, customer service-focused professional dedicated to assisting K2 Services. This position is integral to a team of IT experts providing in-house technical support for PC hardware and software.
Core Responsibilities:
- Deliver exceptional technical assistance to end users through phone, in-person, and email communication.
- Manage all desktop applications, ensuring effective integration and timely updates.
- Assess, implement, and support desktop applications while facilitating seamless integration.
- Conduct routine software updates to improve functionality and security, troubleshooting escalated desktop application and operating system issues.
- Develop custom group policies tailored for workstations.
- Support software licensing, configuration settings, operating systems, security updates, and computer upgrades.
- Oversee the installation, maintenance, and troubleshooting of end-user hardware, operating systems, mobile devices, and application software.
- Assist with hardware rollouts and application/data migrations, from small teams to comprehensive technology transitions.
- Monitor network and internet connectivity to ensure operational efficiency.
- Contribute to the maintenance of network/server equipment and network security.
- Collaborate with the technology team to evaluate software programs, troubleshoot issues, and implement new or upgraded systems.
- Engage professionally with client service managers and engineers.
- Perform additional duties as required.
Qualifications:
- Bachelor's or Associate's degree in Computer Science, Information Technology, Engineering, or equivalent experience.
- At least 4 years of experience in desktop support, application support, and operating systems within a Microsoft Windows enterprise environment.
- Proven knowledge and experience with software and systems typical in professional services environments, including VPN, VDI, VMWare, Microsoft Office 365, Adobe Acrobat/Kofax Power PDF Advanced, Microsoft Teams, iManage DeskSite/Document Management, and Workshare tools.
- Experience in legal document creation and word processing is advantageous.
- Familiarity with Microsoft Windows desktop infrastructure and related technologies.
- Experience with VPN infrastructure is preferred.
- Prior training experience is a plus, though not mandatory.
- Experience in a law firm environment is beneficial.
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