The Sr. Desktop Support Analyst is responsible for providing high quality desktop, mobile device and applications support for attorneys and professional staff. As a member of the Desktop Operations team, this individual will facilitate desktop service fulfillment requests, provide guidance and 2how to2 information, assess requests for new services and features for potential fulfillment by existing services, restore PC Desktop and related technology services or service features to a satisfactory operational state, assess requests for new services and features for potential fulfillment by existing services and help improve the user experience.
What You Will Do:
- Provide direct, hands-on and remote support to users who are experiencing desktop operating system, connectivity and applications issues and provide complete follow-through to successful resolution.
- Perform hardware diagnostics and execute or coordinate repairs in a timely fashion to ensure customer satisfaction.
- Provide 2nd level support for all software escalations from User Support.
- Provide 2nd level support for all remote access calls escalated from User Support (Windows 365, Citrix, and VPN).
- Responsible for hardware procurement: including placing orders through online purchasing tools for specified vendors for PCs and hardware peripherals and management inventory of those items.
- Assess software compatibility with current operating system and execute on the installation and maintenance of practice specific applications.
- Assist and mentor the other team members on various technologies.
- Plan, schedule and execute on computer equipment installations, imaging, upgrades and replacement projects.
- Pro-actively assesses employee capacity working with business administrators to ensure appropriate level of hardware inventory to meet business needs.
- Utilize and leverage current mechanisms to obtain feedback from end users. Analyze results of feedback from end users, make recommendations for support process improvement to senior management, and implement approved changes.
- Act as a liaison between the other support groups within IT to ensure proper communication about new user services and/or problems with existing user services is taking place.
- Collaborate with IT Infrastructure team perform occasional hands-on IT infrastructure hardware installation and maintenance.
- Effectively translate user requests, business needs and technical specifications into formal written documentation.
- Engage end users in a consultative capacity providing solutions and desired outcomes.
- Maintain vendor relationship for contact/troubleshooting purposes serving as a liaison with third-party support and PC equipment vendors.
- Responsible for physical asset inventory and asset management within the office.
- Ability to participate in firmwide, off-hours on-call rotation.
- Act as primary point of contact for troubleshooting server room related issues as well as assisting with installation or removal of server room hardware.
Who You Are:
- Bachelor27s Degree in computer Science or related field or equivalent work experience.
- Five or more years knowledge and experience troubleshooting and working with Microsoft Windows and Office Suite including legal specific applications add-ons, including document management experience and handheld technologies.Ability to effectively and professionally communicate and collaborate with all levels of the organization and peers to reach common goal. Ability to adjust to constantly changing priorities and employ time and task management methodologies towards successful accomplishment of workload.
- Experience leading various desktop related projects.
- Basic network administrative experience with Microsoft Active Directory. SCCM and FIM knowledge is a plus.
- Experience working with connectivity and application troubleshooting with Windows 365, Citrix and VPN environment.
- Experience includes thorough understanding of a desktop operating system managed environment and integration points with Microsoft Office and other legal applications.
- Experience with Cisco IP Telephony is a plus. This includes adds and changes in Cisco Unified Call Manager and Cisco Unity Voicemail.
- Ability to work at a computer for extended periods andoperatestandard office equipment. Ability to frequently move throughout the office and between workspaces. Ability to sit, stand, walk, bend, and reach for extended periods throughout the workday. Ability to lift up to 50lbs.
- Minimal travel
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Benefits and More
At Goodwin, you will discover your next career opportunity with a rewarding compensation package and comprehensive benefits, including:
Health, dental, and vision insurance
Life and disability insurance
Retirement & Savings Plan
Emergency back-up child and adult care
Paid vacation, sick time off, and holidays
Professional development and career advancement opportunities
Employee recognition and reward programs
Employee wellness and assistance programs
Employee discounts and perks
This position is eligible for overtime: Yes
The target salary range for this position varies by location and is commensurate with relevant experience: Boston $75,100 - $112,600 | Los Angeles $80,700 - $121,100 | New York $80,700 - $121,100 | Orange County $80,700 - $121,100 | Philadelphia $73,600 - $110,400 | San Diego $80,700 - $121,100 | San Francisco $86,300 - $129,500 | Santa Monica $80,700 - $121,100
