Senior Techdesk Analyst

Overview

• Provide advanced technical support and leadership within the TechDesk team, ensuring high-quality service delivery and resolving complex issues.
• Mentor junior staff, sharing knowledge and best practices to enhance team performance and technical capabilities.
• Collaborate with various departments to support firm-wide initiatives and ensure seamless IT operations.
• Maintain accurate documentation of support procedures, troubleshooting steps, and resolutions for internal knowledge base.
• Oversee AV systems setup and troubleshooting for meetings and events, ensuring smooth hybrid and remote conferencing.
• Assist in tracking IT assets, managing inventory, and coordinating replacements or upgrades.
• Communicate effectively with end-users to gather feedback and ensure issues are resolved to satisfaction.

Key Responsibilities & Duties

• Provide Tier 2/3 support for hardware, software, network, and mobile device issues, resolving escalated tickets promptly.
• Guide and mentor junior helpdesk staff, fostering a collaborative and supportive team environment.
• Identify recurring technical issues and propose solutions to improve efficiency and user satisfaction.
• Collaborate with the TechDesk Manager to implement process enhancements and streamline operations.
• Maintain and update documentation related to IT support procedures and troubleshooting steps.
• Support AV systems and conferencing tools, ensuring seamless operation during meetings and events.
• Coordinate IT asset tracking and inventory management, ensuring timely replacements and upgrades.
• Work closely with departments such as Application Services and eDiscovery to support projects and initiatives.

Job Requirements

• Bachelor’s degree preferred, ideally in a related technical field.
• Minimum of 3 years of IT support experience, preferably in legal or 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 customer service excellence.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Demonstrated leadership and mentoring capabilities within a technical support team.
• Ability to work onsite five days per week.