Senior Techdesk Analyst

Overview

• Deliver advanced technical support and leadership, ensuring seamless IT operations and resolving complex issues with a focus on user satisfaction.
• Mentor and guide junior team members, fostering growth and enhancing team capabilities through knowledge sharing and collaboration.
• Collaborate across departments to support organizational initiatives, ensuring alignment of IT services with business goals.
• Maintain and refine documentation for IT procedures, troubleshooting, and resolutions to enhance knowledge management.
• Oversee AV systems setup and troubleshooting for events, ensuring smooth hybrid and remote conferencing experiences.
• Manage IT asset tracking and inventory, coordinating timely replacements and upgrades to maintain operational efficiency.
• Engage with end-users to gather feedback, ensuring technical solutions meet their needs effectively.

Key Responsibilities & Duties

• Provide Tier 2/3 support for hardware, software, network, and mobile device issues, resolving escalated tickets promptly and efficiently.
• Mentor junior helpdesk staff, fostering a collaborative environment and enhancing team performance through guidance and support.
• Identify recurring technical issues and implement solutions to improve operational efficiency and user satisfaction.
• Collaborate with the TechDesk Manager to streamline processes and enhance service delivery.
• Maintain and update IT support documentation, ensuring accessibility and accuracy for team members.
• Support AV systems and conferencing tools, ensuring seamless operation during meetings and events.
• Coordinate IT asset management, ensuring timely replacements and upgrades to maintain operational integrity.
• Collaborate with departments such as Application Services and eDiscovery to support projects and initiatives effectively.

Job Requirements

• Bachelor’s degree preferred, ideally in a related technical field, or equivalent experience.
• Minimum of 3 years of IT support experience, preferably in professional services environments.
• Proficiency in Microsoft Office Suite, Windows OS, and legal applications such as iManage and Litera.
• Familiarity with MDM solutions, AV systems, and remote access tools.
• Strong verbal and written communication skills, with a commitment to delivering excellent customer service.
• Proven ability to manage multiple priorities effectively in a fast-paced environment.
• Demonstrated leadership and mentoring capabilities within a technical support team.
• Ability to work onsite five days per week, ensuring consistent support and collaboration.