User Support Analyst
Job title: User Support Analyst in Philadelphia, PA at JPC Partners
Company: JPC Partners
Job description: 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
- 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
- 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