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Technical Support Analyst

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.

Key Responsibilities

· Quickly resolve as many problems as possible to meet or exceed call standards as defined in the Bodman IT performance objectives.

· Log, work on and close tickets for end user requests and change control tickets such as software installations and upgrades.

· Escalates tickets to the appropriate Level 2 or Level 3 team members.

· Be fully knowledgeable with current version for the following type of software: Microsoft Windows, Exchange/Outlook, Microsoft’s Word, Excel, PowerPoint, and Adobe Suite.

· Become fully knowledgeable with the Bodman’s network design and use of the following hardware: PCs, printers, scanners, laptops, projectors, video conference, phones (VOIP), etc.

· Keep End User Support Manager informed of service request backlog.

Maintain and update software licensing folders for new and upgraded software in concert with outsourcing vendors.

· Create P.O., obtain approval and order software and PC hardware as needed.

· Keep asset inventory database up to date.

· Work closely with Level 1, 2 and 3 teams to ensure that on-going end user issues are resolved fully on a timely basis.

Understand the service levels to be met in Bodman.

· Understand the Policies and Procedures for Bodman.

· Understand how to use the ticket system and the procedures for logging and routing user calls.

· Create and maintain technical documentation for all supported customer applications.

· Train new IT users in the use of applications as needed to resolve tickets.

· Provide suggestions to enhance training classes and reference resources.

· Provide suggestions for Frequently Asked Questions for all supported customer applications.

· Create and maintain related procedures.

· Provide off-hours technical support to end users through the use of the on-call phone on a rotating schedule.

· Contribute articles or topics or tips to be emailed to end users.

Skills, Knowledge and Expertise

Essential:

Strong skills in Microsoft Office Applications (i.e., Word, Excel, Outlook, Explorer, PowerPoint)

· Strong computer hardware skills and experience.

· Great customer service experience and skills.

Desirable:

· Undergraduate degree.

· Certification in Microsoft Office applications (i.e., Word, Excel, Outlook, Explorer, PowerPoint)

· Experience in a law firm or other professional services environment.

· Familiarity with law firm-specific applications such as document management, time and billing, compare, etc.

About Bodman PLC

Bodman PLC is one of Michigan’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.

Department

Information Technology

Employment Type

Permanent - Full Time

Location

Detroit, MI

Workplace type

Onsite

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