Analyst, On-site IT Support Job Description Template
Our company is looking for a Analyst, On-site IT Support to join our team.
Responsibilities:
- Provide high quality customer service to all staff;
- Prioritise and escalate problems (when required);
- Build rapport with the members of the law practice and business professionals;
- Field incoming requests from members of the law practice and business professionals via both telephone and e-mail in a courteous manner;
- Serve as a lead Audio Visual SME for live meetings and events held onsite or at remote locations as requested;
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals;
- Lead, coordinate and participate in improvement initiatives as they relate to the on-site IT computing environment and service delivery;
- Access software updates, drivers, knowledge bases, and frequently asked question resources on the Internet to aid in problem resolution;
- Perform post-resolution follow-up to end user requests;
- Test fixes to ensure problems have been adequately resolved;
- Serve as a back up to other IT Support Analysts (both local & remote) as needed;
- Evaluate documented resolutions and analyses trends for ways to prevent future problems;
- Apply diagnostic utilities to aid in troubleshooting;
- Conduct new joiner orientation covering the essential elements of the Firm’s end user computing environment;
- Ensure effective communication with Managers and IT staff.
Requirements:
- Strong knowledge of computer hardware including Dell workstations and laptops;
- Ability to absorb and retain information quickly;
- Experience working in a team-oriented, collaborative environment;
- Exceptional oral and written communication skills;
- Ability to effectively prioritize and execute tasks in a high-pressure environment;
- Microsoft MCP desired or other appropriate certification;
- Ability to conduct research into a wide range of computing issues as required;
- Experience with Microsoft Windows 10. Extensive application support experience with Microsoft Office. Experience with legal applications a plus;
- Strong attention to detail;
- Proven track record of working under Service Level Agreements and a Help Desk framework;
- Strong experience in the field of computer science, information sciences, or related field;
- Strong understanding of the organization’s goals and objectives;
- Proven analytical and problem-solving abilities;
- Ability to represent and advocate for both the policies and procedures of the IT organization the end-users’ perspective;
- Deep understanding of how the various work groups in the organization use technology in their day-to-day work.