Technical Support Specialist

4 weeks ago

Reno, Nevada, United States Holland & Hart LLP Full time
Job Summary

The Technical Support Analyst I will provide support for all end user computing hardware, software, and networking equipment. This position will interact with all business units and will be the primary face of the IT department and will therefore require excellent customer service skills, a positive and professional attitude, and is team oriented with the ability to work independently within the team environment.

Key Responsibilities
  • Respond to incoming end user requests and issues via ticketing system and the phone queue
  • Troubleshoot and configure Windows and Apple desktop and laptop equipment, printers, network connections, Smartphone's etc.
  • Provide top level technical support for multiple products to internal employees.
  • Proactively resolve problems by following department protocols and escalate issues to the appropriate individuals, when necessary.
  • Be an end user advocate while maintaining quality customer service and effective communications with the end user when analyzing, updating and resolving tickets.
  • Serve as an integrated team member and work with other IT department members regarding computer troubleshooting and technical support.
  • Utilize appropriate tools to provide end user support and issue resolution.
  • Contribute to department's knowledge base articles and FAQ's.
  • Maintain user & email accounts in Microsoft Active Directory/Exchange and support end-user moves, additions, changes, and departures.
  • Promote the use of technology as a means of efficiency, while adhering to best practices and technology policy.
  • Research and recommend innovative and automated approaches for system administration tasks.
  • Able to travel to other offices for local hands support, maintenance, and scheduled site visits.
  • Available to work rotating late shift/on-call schedule as assigned, providing support during evening and weekend hours.
Requirements
  • Associates degree or technical certificate and at least two years' experience in a technical support, help desk, or customer service role; or high school diploma and four years' experience in a technical support, help desk, or customer service role.
  • Knowledge of Microsoft products & technologies (Office applications, operations systems, etc.).
  • Basic knowledge of computer hardware and networking technologies.
  • Ability to maintain professionalism under stress.
  • Ability to maintain confidentiality.
  • Maintain positive attitude and customer advocate through issue resolution.
  • Deadline-driven with excellent time management ability.
  • Ability to multitask, prioritize work and manage own time to meet team goals and deadlines.
  • Strong written and verbal communications skills.
  • Strong analytical and problem-solving skills.
Competencies
  • Job Knowledge & Technical Skill: Demonstrates an understanding of objectives, duties, responsibilities, and expectations of the job with exceptional quality work.
  • Communication: Understands the importance of and demonstrates verbal, written, and non-verbal communications.
  • Team Player: Works within team and cross-functionally to meet required results.
  • Customer/Client Experience: Creates a consistent and exceptional experience for others, whether directly to external clients/customers or indirectly through internal support, that elevates the overall perception of the firm.
Work Environment

Professional office atmosphere. Will require the ability to move freely up and down stairs and possibly around and under workstations. Occasional evening and weekend work. Occasionally will be on-call.

The work environment characteristics described here are representative of those this position may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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