JOB SUMMARY

The Information Technology Department is responsible for the Firm's computer and telephone systems.

The IT Technical Support Analyst is responsible for providing second level technical support of the firm’s standard software (Windows 10, Office 365, iManage) and hardware (desktop, laptops, and printers). The IT Technical Support analyst delivers superior customer service to the firm through excellent communication skills and follow-up on all reported issues.

In this position, the employee must meet annual security education training and awareness (SETA) requirements.  The employee must also assure that information created, acquired or maintained in performance of job duties is used in accordance with its intended purpose – to protect Troutman Sanders information and its infrastructure from external or internal threats – and to assure that the employee complies with Firm Policy requirements regarding information access, classification, security and privacy.

ESSENTIAL JOB FUNCTIONS:

• Deliver exceptional customer service as the local office contact for IT support.
• Responds to second level support-related tickets from the Help Desk to resolve application, phone, printer, and/or computer issues.
• Creates support tickets for all requests received outside of the Help Desk to ensure appropriate tracking of issues within the firm.
• Troubleshoots and resolves user application or hardware issues both remotely and in person.
• Escalates unresolved support tickets to appropriate groups within the IT Technology department.
• Works closely with the Enterprise Application team to ensure smooth deployment of firm images and applications, and patches.
• Provide support for firm approved mobile devices, including, but not limited to, Apple iPhone and Android devices.
• Responsible for second level support for the Help Desk including after hours on-call duties
• Responsible for moves, equipment additions and changes, including setup of new user hardware and maintenance of existing hardware.
• Manage accurate hardware asset inventory for all desktops, laptops and monitors including loaner and spare equipment as required by Standard Operating Procedures.
• Manage accurate printer inventory and inform account manager of any adds, moves and changes promptly as required by Standard Operating Procedures.
• Provide support for AV conferences, including web enabled meetings under the direction of the Audio Visual Department.
• Provide offsite IT Support for firm related events, including, but not limited to, seminars and marketing events.
• Provide first level telecom support including the voicemail system. This includes all Adds, Moves and Changes.
• Research possible issue resolutions with tools available, including the use of the Internet and other on-line knowledge bases
• Maintain technical proficiency by participating in in-house technical training programs as well as external programs.
• Must continue to develop skills, knowledge and ability to improve processes and procedures, and keep updated on trends and developments in the industry. This includes meeting annual personal development goals.
• Some travel may be required