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BODMAN

<div><div><div><div><div>The Technical Support Analyst will provide hardware and software support services to enable business productivity on endpoint devices such as desktops, laptops, printers, tablets, and smart devices.<br>
</div></div></div></div><p>Key Responsibilities
</p><div><div><div><div>&middot; Quickly resolve as many problems as possible to meet or exceed call standards as defined in the Bodman IT performance objectives.</div><div>
&middot; Log, work on and close tickets for end user requests and change control tickets such as software installations and upgrades.</div><div>
&middot; Escalates tickets to the appropriate Level 2 or Level 3 team members.</div><div>
&middot; Be fully knowledgeable with current version for the following type of software: Microsoft Windows, Exchange/Outlook, Microsoft&rsquo;s Word, Excel, PowerPoint, and Adobe Suite.</div><div>
&middot; Become fully knowledgeable with the Bodman&rsquo;s network design and use of the following hardware: PCs, printers, scanners, laptops, projectors, video conference, phones (VOIP), etc.</div><div>
&middot; Keep End User Support Manager informed of service request backlog.<br>
<ul><li>Maintain and update software licensing folders for new and upgraded software in concert with outsourcing vendors.</li></ul></div><div>
&middot; Create P.O., obtain approval and order software and PC hardware as needed.</div><div>
&middot; Keep asset inventory database up to date.</div><div>
&middot; Work closely with Level 1, 2 and 3 teams to ensure that on-going end user issues are resolved fully on a timely basis.<br>
<ul><li>Understand the service levels to be met in Bodman.</li></ul></div><div>
&middot; Understand the Policies and Procedures for Bodman.</div><div>
&middot; Understand how to use the ticket system and the procedures for logging and routing user calls.</div><div>
&middot; Create and maintain technical documentation for all supported customer applications.</div><div>
&middot; Train new IT users in the use of applications as needed to resolve tickets.</div><div>
&middot; Provide suggestions to enhance training classes and reference resources.</div><div>
&middot; Provide suggestions for Frequently Asked Questions for all supported customer applications.</div><div>
&middot; Create and maintain related procedures.</div><div>
&middot; Provide off-hours technical support to end users through the use of the on-call phone on a rotating schedule.</div><div>
&middot; Contribute articles or topics or tips to be emailed to end users.</div><div><br>
<br>
</div></div></div></div><p>Skills, Knowledge and Expertise
</p><div><div><div><div>Essential:<br>
<ul><li>Strong skills in Microsoft Office Applications (i.e., Word, Excel, Outlook, Explorer, PowerPoint)</li></ul></div><div>
&middot; Strong computer hardware skills and experience.</div><div>
&middot; Great customer service experience and skills.<br>
</div><div>Desirable:</div><div>
&middot; Undergraduate degree.</div><div>
&middot; Certification in Microsoft Office applications (i.e., Word, Excel, Outlook, Explorer, PowerPoint)</div><div>
&middot; Experience in a law firm or other professional services environment.</div><div>
&middot; Familiarity with law firm-specific applications such as document management, time and billing, compare, etc.</div></div></div>
</div><p>About Bodman PLC
</p><div><div><br>
Bodman PLC is one of Michigan&rsquo;s leading business law firms with more than 170 lawyers. We have a diverse client base that includes individuals and businesses in a variety of industries, with an emphasis on financial services, automotive, real estate and construction, technology, manufacturing, health care, and other sectors.</div></div></div><p></p>
<br><div><p><b>Department</b></p>
<p>Information Technology</p>
<p><b>Employment Type</b></p>
<p>Permanent - Full Time</p>
<p><b>Location</b></p>
<p>Detroit, MI</p>
<p><b>Workplace type</b></p>
<p>Onsite</p></div>

Technical Support Analyst

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BODMAN

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Technical Support Analyst