IT Analyst

Job Description

Overview

As a member of the customer's End User Services team, the successful candidate will be responsible for supporting the customer's employees across a wide range of IT related issues and inquiries. Interacting face to face with employees in company's Washington DC office and remotely with employees across other offices, they will be expected to promptly pickup and resolve or escalate IT support tickets, respond timely to inquiries, support other members of the End User Services team, and maintain open and communications with their supervisor and the wider IT team.

Responsibilities

· Serve as first line of support for IT tickets, providing technical assistance and troubleshooting to users via phone, email, or video.

· Analyze and document problems, recommend solutions, initiate corrective actions, follow up and keep users informed of status.

· At all times, adhere to all information security policies and procedures.

· Ensure all user interactions are professional, calm, courteous, and helpful, regardless of the issue or user attitude.

· Redirect unresolved issues to the next level of support as necessary.

· When appropriate, provide user training on firm technology and applications.

· Provide periodic updates for your supervisor and or the team.

· Support team members and actively participate in regular IT team meetings.

· Always look for a better way do things.

Required Experience

· Prior experience with desktop setup, remote support, asset tracking, file restores, printer installation in a networked environment.

· Experience configuring iPhones, iPads, Android devices and Lenovo laptops.

· Experience using ticketing systems to track workflows, creating documentation, and contributing to knowledge base articles.

Technical Skills

· Excellent computer skills. Experience installing, configuring, and supporting Windows 10 and Office 365 including Word, Excel, Outlook, PowerPoint, Teams, and OneDrive and Active Directory.

· Understanding of basic networking principles include switching, Wi-Fi, LAN and Bluetooth, connections, and troubleshooting.

Communication Skills

· Able to read, analyze, and interpret general business and technical information.

· Able to draft clear, concise, and professional written communications.

· Able to effectively present information and respond to questions from attorneys, groups of managers and clients.

· Able to articulate technical concepts in non-technical terms and interact with users with varying levels of technical skills.

Education

· Bachelor’s degree in Computer Science or related field; or equivalent experience.

· Law firm experience helpful but not required.Company Description

Hekima is a collaborative netWORK of elite professionals. What this means is that we are a community of professionals and likeminded individuals that ascribe to the thought that we can have more than just a job, but can work towards a career of progressively building positions, which will establish the overall career arc we desire.

That is why I'm part of this organization. I want to help others grow their career.

Full-time