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22 Mar 2021

Full-Time Lead IT Support Analyst

choate2021 – Posted by choate2021 Boston, England, United Kingdom

Job Description

Job Summary:

Under the direction of the IT Support Manager, the Lead IT Support Analyst is responsible for coordinating Tier 1 support.  The Lead IT Support Analyst will collaborate with the IT Support Manager to ensure the Tier 1 team delivery of the exceptional client experience by fulfilling the job duties as outlined below.

Job Functions:

  • Provide first level phone and remote support to internal and external customers who are experiencing operational, hardware and/or network connectivity problems with their computers and associated software.
  • Must exhibit critical thinking prowess and possess excellent troubleshooting skills.
  • Assist with information gathering and communicates with customers as requested to help resolve escalated issues.
  • Facilitate relationship with off-site help desk including escalations, announcements and follow-up on tickets.

·         Responsible for ensuring proper trouble ticketing lifecycle including escalations, follow-up and resolution.

·         Work closely with the Tier 1 team to escalate unusual or recurring problems when necessary.

·         Maintain working knowledge of all Firm applications.

·         Document, log and track all information relating to customer problems in the help desk information database including submitting knowledge base articles for approval.

·         Seek out opportunities to maximize help desk efficiencies, and improve client service.

·         Deskside support including hardware set-up and breakdown, equipment delivery and conference room support.

  • Perform trend analysis within ticketing system.
  • May be asked to participate in floor support and training initiatives as requested.


·         Bachelor’s degree is preferred.

·         Minimum of 5 years of experience working, in a help desk role.  Law firm experience is preferred.

·         Proficient Windows 10, Microsoft Office 2016 (or higher), and applications knowledge including document management systems (iManage; Worldox; NetDocs).

·         Understanding of mobile device management platforms.

·         Superior telephone etiquette and command of the English language with a demonstrated ability to maintain a customer service focus and a positive attitude at all times.

·         Ability to work effectively with all levels within an organization.

  • Proven ability to work on multiple projects and priorities in a deadline driven environment.
  • Must have physical ability to lift and move computer and related equipment.
  • Home office network experience a plus.

Physical Requirements:

·         Must have the ability to work in stressful conditions under time deadlines.

·         Must have the ability to communicate clearly and to read and follow detailed instructions.

·         Must have minimal physical mobility.  Position may occasionally require standing, walking, reaching, and lifting up to 15 pounds.

How to Apply

Please apply at:

Job Categories: LGBT. Job Types: Full-Time.

Job expires in 65 days.

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