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Technical Support Analyst

Company: Faegre Drinker
Location: Evansville
Posted on: January 24, 2023

Job Description:

Faegre Drinker is a firm designed for clients and designed for you. We understand that our people are critical to our success and we are committed to investing in our paraprofessional, administrative and operations professionals. We are always looking for talented, service-focused individuals to join our flexible and high-performing culture. With technology tools and resources that support our hybrid work environment, our colleagues enjoy a culture of learning, support for work and personal goals, opportunities to give back to our communities, and competitive benefits and rewards programs. At Faegre Drinker, you will have the opportunity to share your expertise within and across teams and contribute to our success.Job Description Summary:Faegre Drinker has an opportunity for a Technical Support Analyst to work with our Technology Service Delivery team in our Indianapolis offices. You will be part of a dynamic team dedicated to configuring, installing and supporting all desktop hardware, software and related end-user technologies. This position will work with other talented individuals who share a passion for doing great work in the best interest of our clients.Job Description:What you would do:Maintain a high level of customer satisfaction by resolving user reported issues; provides frequent and clear communication to users, and partners with other support teams to ensure expedient response timeTroubleshoot and resolve end-user computing issues related to desktop hardware and softwareWork directly with end users to provide quick service restoration and subsequent updates regarding final resolutionManage and coordinate hardware shipments, conduct inventories, and configure, install and move a variety of computer hardware and equipmentWork with other offices to coordinate installation, delivery, setup and configuration of computer hardware and softwareProvide input into cross-functional IT groups to ensure a consistent, stable firm image and imaging processParticipate in the Problem Management process as needed, including identifying incident trends and communicating to third-level teams for awareness and resolutionEnsure that technical knowledge and inventory records are consistently maintained and updatedPlace and manage service calls to vendors for system and application supportProvide back-up support to the Multimedia Services group, as neededParticipate in Support on-call rotationSpecial projects and duties, as assignedWhat is expected:Ability to problem-solveExcellent interpersonal, verbal and written communication skills, including the ability to communicate effectively in a virtual environment (e.G., via phone, web/videoconference)Ability to concentrate on tasks, make decisions and work calmly and effectively in a high-pressure, deadline-orientated environmentDemonstrated ability to use good judgment in taking initiative while asking for direction or clarification and consulting others, as appropriateWillingness to be flexible with time and adjust to a changing work environmentAbility to build and maintain positive relationships, both internally and externally, while maintaining a client service orientationAbility to use sound judgment and discretion in dealing with highly confidential informationAbility to maintain stamina throughout a standard workday, on and off-siteAbility to maintain regular attendance and work regularly scheduled hoursAbility to take direction and accept supervisionDemonstrated ability to work independently, organize and accurately prioritize work, be detail-oriented, understand when urgency is required and use good judgment in varied situationsAbility to work effectively with co-workers in a team-oriented, collaborative environmentWhat we offer:Flexible working environment for work-life successOpportunity to participate in firm-sponsored volunteer eventsWellness programming with personalized content and activitiesProfessional environment and the opportunity to work with experts at the top of their fieldsVariety of health plan options, as well as dental, vision and 401(k) plansGenerous paid time offHybrid work arrangementWhat is required:Bachelor's degree, preferably in Computer Science, or equivalent work experienceA minimum of four years' experience with computer hardware and application support, including configuration, maintenance, and troubleshootingDemonstrated proficiency or experience with supported Windows Operating Systems, the Microsoft Office product suite, and common enterprise applications (e.G., WebEx, Skype, Adobe, etc.)Familiarity with ITIL Incident Management processesExperience supporting mobile devicesHigh proficiency in exceptional client service skillsWhat is preferred:Microsoft CertificationITIL v3 CertificationFamiliarity using remote tools for supportFaegre Drinker Biddle & Reath LLP participates in the federal government's E-Verify program. With all new hires, we provide the Social Security Administration and, when applicable, the US Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.Faegre Drinker Biddle & Reath LLP is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants for employment. We do not discriminate on the basis of race, color, religion, age, national origin, disability, sex, sexual orientation, gender, gender identity, gender expression, marital status, veteran or military status, or any other characteristic made unlawful by applicable federal, state or local laws. Equal employment opportunity will be extended to all persons in all aspects of employment, including retirement, hiring, training, promotion, transfer, compensation, benefits, discipline and termination.Notice to Recruiters and Staffing Agencies: Faegre Drinker Biddle & Reath (and any subsidiary) has an internal recruiting department and does not accept unsolicited resumes.

Keywords: Faegre Drinker, Evansville , Technical Support Analyst, IT / Software / Systems , Evansville, Indiana

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