User Support Analyst

JPC Partners is looking for a User Support Analyst that will support Windows 10/11, the Microsoft Office Suite and all firm applications including document management, the financial platform and the Citrix remote access systems in a networked environment. This role requires working onsite five (5) days in the firm’s Philadelphia headquarters. Development of training documentation and training experience is required.

Essential Duties and Responsibilities

Responsible for end-user support for all Firm applications and peripheral hardware including cloud platforms during normal business hours and regularly scheduled assigned on-call hours

Research to identify, diagnose and resolve IT issues and resolutions of end user support requests

Continue to develop skills, knowledge and an ability to improve processes and procedures by keeping up with current IT trends and developments

Ensure all end user support requests are entered in the Help Desk call tracking system

Responsible for developing training material and user documentation

Provide support for Teams and Zoom AV conferences and meeting platforms

Assist in managing and maintaining hardware asset inventories of desktops, laptops and printers and other devices

Responsible for moving, setting up and implementing changes to firm issued hardware, including printers, computers, monitors (ability to move 25-50lbs)

Manage network printer/copier setup and changes

Provide support for firm approved and issued mobile devices, including, Apple iPhone and Android devices

Responsible for New Hire account setup and training Knowledge, Skills and Abilities

Excellent customer service and the ability to communicate effectively with attorneys, staff and clients; able to work well as part of a team

Knowledge of all current versions of the MS Office Suite, Windows Operating Systems, Exchange online environment and Active Directory/Azure

Understanding of LAN/WAN configurations, Windows networking and remote access technologies including VPN.

Knowledge and understanding of network protocols (i.e. TCP/IP, printers and peripherals) and Cloud SaaS, PaaS and IaaS solutions

General Knowledge of Cybersecurity, Disaster Recovery and Security Awareness issues

Solid knowledge of other mobile devices, iPhone, Android devices and experience with troubleshooting

Experience with Aderant a plus

Experience supporting iManage document management platform and integrated applications a plus

Familiarity with help desk ticketing systems such as Fresh Service is also a plus

Knowledge of cloud based VOIP phone systems is also a plus

Some travel to other offices in the US may be required Education and/or Experience

Bachelor’s degree in information technology is preferred or equivalent training, education and experience demonstrating the ability to perform the required duties of this position

Experience with hardware and software troubleshooting procedures and best practices

Microsoft certifications preferred

IT experience in a law firm environment strongly desired

Familiarity with legal applications and matter centric platforms are a plus