Technology Support Analyst

• Provide onsite and remote advanced technology support to employees in all firm locations relating to firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices.

• Diagnose, troubleshoot and resolve escalated software, hardware, security and network incidents from Level 1 Technical Support team, escalating to Level 3 analysts or higher-level support as needed.

• Provide explanation and training to Level 1 Technical Support to build technical knowledge, including firm policies and procedures.

• Use remote control tools to assist customers when needed.

• Clearly and concisely log details using the Technical Support ticketing system, including the opening, closing, resolution, escalation, and tracking of user requests. When escalation to Level 3 or higher-level support is required, ensure information is thorough and current to ensure an effective handoff.

• Provide regular status to customers for issues that need time to troubleshoot and research, including updating the Technical Support ticketing system until the request is completed.

• Anticipates customer needs and proactively identifies solutions

• Translates technical concepts into easy-to-understand language to assist non-technically oriented customers

• Performs new arrival technology onboarding/setup to ensure that new hires have all necessary knowledge, information and access to perform their role

• Perform ongoing individual and small group education on firm-supported software and hardware as needed, as well as new applications and offerings

• Collaborate with technical owners to prepare, update and maintain training materials for new programs

• Image, configure and deploy laptop and desktop in an enterprise environment as needed.

• Report trends and unusual inquiries received to Technical Support to department leadership to identify issues and problems with the technology platform.

• Collaborates with the manager in developing processes, policies and standards for technology services.

• Participates in software and new service testing, as well as providing feedback to relevant technical owners on new products and software updates.

• Participate in regularly scheduled technology calls to understand firm strategies and new products and services.

• Completes special projects as assigned.

• Conference room and video conference meeting support, including the setup/testing/breakdown of technology equipment as needed.

Legal industry experience is strongly preferred.

• Bachelor's Degree, or equivalent experience preferred in lieu of degree.

• 3+ years of related advanced Technical Support experience, supporting cloud-based services, computer software, computer hardware, A/V hybrid meetings in a large corporate IT setting.

• Experience delivering technology training preferred.

• Experience delivering white glove customer service.

• Proficient knowledge in Microsoft Windows, Microsoft 365, and Microsoft cloud-based apps, including Outlook, Word, Excel, PowerPoint, OneNote, Teams and SharePoint.

• Proficient knowledge in troubleshooting complex issues relating to computer software, hardware, phones, printers and mobile devices.

• Working knowledge of Active Directory, SCCM, OSD Cloud and Autopilot enrollment.

• Experience using remote connectivity and remote-control software tools, including Citrix VDI and VPN, to troubleshoot and assist customers.

• Working knowledge of general data security protocols and requirements to maintain a safe and secure technology platform.

• Understands general network architecture, including switches, routers, circuits, virtual servers and data centers.

• Strong troubleshooting knowledge with skills in decision making and strategic thinking.

• Strong attention to detail.

• Able to work independently and as part of a team.

• Organized and consistently executes tasks effectively and efficiently in high pressure situations..

• Excellent interpersonal skills including responsiveness, professionalism, verbal and written communication skills, active listening and customer care.

• Ability to translate technical concepts to non-technical people.

• Flexibility to adapt to changes in tasks, projects or processes, whether planned or unforeseen.

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.