IT Support Specialist

6 days ago

Charlotte, North Carolina, United States Moore & Van Allen Full time
IT Service Desk Analyst

Moore & Van Allen PLLC, a dynamic and fast-growing full-service law firm, is seeking an experienced IT Service Desk Analyst to join its Charlotte, NC team.

This full-time position, with our Information Technology team, will be responsible for providing first-level support for all MVA users and offices.

The role involves responding to user requests via telephone, voicemail, and email, documenting inquiries in the IT Service Desk database, and serving as the primary contact for the IT department.

The IT Service Desk Analyst will maintain accurate information in the IT Service Desk database, coordinate coverage of the IT Service Desk, and collaborate with other IT team members to ensure the timely resolution of issues.

Additionally, the IT Service Desk Analyst will assist with the tracking of all check-out equipment and handle software license and hardware requests.

Essential Duties & Responsibilities:
  • Respond to user requests via telephone, voicemail, and email, and document inquiries in the IT Service Desk database.
  • Maintain accurate information in all related tables of the IT Service Desk database.
  • Produce daily, weekly, monthly, and custom reports as requested by the applications manager from information in the IT Service Desk database.
  • Work with users to reduce data storage.
  • Coordinate hardware requests.
  • Provide functional telephone system support for employees in the Charlotte office.
  • Handle tracking for all check-out equipment, including laptops, desktops, projectors, and printers.
Qualifications:
  • High School Diploma or the equivalent required; Bachelor's degree in Information Technology, Computer Science, or related field preferred.
  • 3-5 years of experience in a technical support position with a client-facing role in a professional environment; Previous experience in a service desk or technical support role preferred.
  • Knowledge of Windows 10/11 environments and proficiency in some or most of the following applications: Windows, Office 365, Outlook, Internet Browsers, iManage, Mobile Devices, and basic database maintenance and reporting.
  • Must possess the ability to work independently with minimal supervision.
  • Knowledge of ITIL (Information Technology Infrastructure Library) principles is a plus.
Physical Requirements:
  • The work is primarily sedentary.
  • It requires the ability to communicate effectively using speech, vision, and hearing.
  • The work requires the use of hands for simple grasping and fine manipulations.
  • The work at times requires bending, squatting, and reaching, with the ability to lift, carry, push, or pull light weights.
Work Hours:

Monday – Friday, 9:00am – 6:00pm. The incumbent may need to work more than the standard 40 hours per week to accomplish essential duties of the position.

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