Qureos Mentor

Bodman PLC

<div><h3 class="jobSectionHeader"><b>Description</b></h3><div><br>
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.</div><br>
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Key Responsibilities</b></h3><ul><li><br>
Quickly resolve as many problems as possible to meet or exceed call standards as defined in the Bodman IT performance objectives.</li><li>Log, work on and close tickets for end user requests and change control tickets such as software installations and upgrades.</li><li>Escalates tickets to the appropriate Level 2 or Level 3 team members.</li><li>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.</li><li>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.</li><li>Keep End User Support Manager informed of service request backlog.</li><li>Maintain and update software licensing folders for new and upgraded software in concert with outsourcing vendors.</li><li>Create P.O., obtain approval and order software and PC hardware as needed.</li><li>Keep asset inventory database up to date.</li><li>Work closely with Level 1, 2 and 3 teams to ensure that on-going end user issues are resolved fully on a timely basis.</li><li>Understand the service levels to be met in Bodman.</li><li>Understand the Policies and Procedures for Bodman.</li><li>Understand how to use the ticket system and the procedures for logging and routing user calls.</li><li>Create and maintain technical documentation for all supported customer applications.</li><li>Train new IT users in the use of applications as needed to resolve tickets.</li><li>Provide suggestions to enhance training classes and reference resources.</li><li>Provide suggestions for Frequently Asked Questions for all supported customer applications.</li><li>Create and maintain related procedures.</li><li>Provide off-hours technical support to end users through the use of the on-call phone on a rotating schedule.</li><li>Contribute articles or topics or tips to be emailed to end users.</li></ul><br>
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Skills, Knowledge and Expertise</b></h3><div><br>
Essential:<br>
<ul><li>Strong skills in Microsoft Office Applications (i.e., Word, Excel, Outlook, Explorer, PowerPoint)</li></ul></div><ul><li>Strong computer hardware skills and experience.</li><li>Great customer service experience and skills.</li></ul><br>
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Desirable:</div><ul><li>Undergraduate degree.</li><li>Certification in Microsoft Office applications (i.e., Word, Excel, Outlook, Explorer, PowerPoint)</li><li>Experience in a law firm or other professional services environment.</li><li>Familiarity with law firm-specific applications such as document management, time and billing, compare, etc.</li></ul><h3 class="jobSectionHeader"><b><br>
About Bodman PLC</b></h3><div>
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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>

Technical Support Analyst

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Bodman PLC

About Company

Technical Support Analyst