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Job Title: Technology Support Analyst (L3)

Department: Technology Services

Reports To: Technology Services Manager

FLSA Classification: Exempt

LOCATION:

This position is available in our Washington, DC Office

JOB SUMMARY

The Technology Support Analyst Level 3 reports to the Technology Services Manager and provides expert technology support and customer service to all firm employees. The Technology Support Analyst (Level 3) is responsible for resolving inquiries to a wide range of technology requests, including firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices quickly and accurately, as well as providing training/knowledge transfer to Level 1 & 2 analysts. The Technology Support Analyst (Level 3) will work directly with technology department service owners as needed to solve complex high priority and high impact issues while ensuring a high degree of customer service. The Technology Support Analyst (Level 3) is responsible for providing individual and small group education on firm-supported software and hardware, will identify training needs, prepare training materials, and conduct new onboarding training.

ESSENTIAL DUTIES AND RESPONSIBILITIES*

• Provide onsite and remote technology support to employees in all firm locations relating to firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices.

• Utilize expert-level knowledge to troubleshoot escalated requests to resolve a variety of technical issues while recognizing and following applicable firm policies and procedure.

• Use remote control tools to assists customers when needed.

• Research complex technical requests that cannot be solved as part of first-call resolution.

• Clearly and concisely log details using the Service Desk ticketing system, including the opening, closing, resolution, escalation, and tracking of user requests.

• Provide regular status to customers for issues that need time to troubleshoot and research, including updating the Service Desk ticketing system until the request is completed.

• Anticipates customer needs and proactively identifies solutions.

• Translates complex, technical concepts into easy to understand language to assist non-technically oriented customers.

• Provide explanation and training of technical resolutions and solutions to Level 1 and Level 2 analysts in order to build knowledge across the support team.

• Perform new arrival onboarding to ensure that new hires have all necessary knowledge, information and access to perform their role.

• Perform ongoing individual and small group education on firm-supported software and hardware as needed, as well as new applications and offerings.

• Plan and manage training plans for large groups, such as fall associate and summer associate programs.

• Collaborate with technical owners to prepare, update and maintain training materials for new programs.

• Maintain and coordinate training schedules and sessions.

• Build, maintain and coordinate training content in the firm’s LMS.

• Image, configure and deploy laptop and desktop in an enterprise environment as needed.

• Report trends and unusual inquiries received to the Service Desk to department leadership to identify issues and problems with the technology platform.

• Collaborates with the manager in developing processes, policies and standards for technology services.

• Participates in software and new service testing, as well as provide feedback to relevant technical owners on new products and software updates.

• Participates in regularly scheduled technology calls to understand firm strategies and new products and services.

• Completes special projects on various issues as needed.

MINIMUM QUALIFICATIONS

Knowledge/Skills/Abilities:

• Expert knowledge in Microsoft Windows and Microsoft Office, including Outlook, Word, Excel, PowerPoint, web-browsing and SharePoint.

• Expert knowledge in Microsoft Teams.

• Expert knowledge in troubleshooting complex issues relating to computer hardware, phones, printers and mobile devices.

• Advanced knowledge with remote access, including Citrix, VPN and VDI.

• Advanced knowledge of Active Directory and SCCM.

• Experience using remote connectivity and remote control software tools in order to troubleshoot and assist customers.

• Advanced knowledge of general data security protocols and requirements to maintain a safe and secure technology platform.

• Understands general network architecture, including switches, routers, circuits, virtual servers and data centers.

• Strong troubleshooting knowledge with skills in decision making and strategic thinking.

• Attention to detail, with the ability to notice what others seem to miss.

• Able to work independently and as part of a team.

• Organized and consistently executes tasks effectively and efficiently.

• Excellent interpersonal skills including telephone skills, verbal and written communication skills, active listening and customer care.

• Communicates effectively in person and in writing, with the ability to translate technical concepts to non-technical people.

• Remains flexible and adapts to changes in tasks, projects or processes, whether planned or unforeseen.

• Ability to remain calm when resolving customer issues.

• Outstanding ability to perform logical troubleshooting in pressure situations.

Education:

• Bachelor’s Degree or equivalent experience preferred

Experience:

• 5+ years of related Technical Support, Help Desk, or Service Desk experience in a large corporate IT setting.

• Experience delivering technology training.

• Experience delivering white glove customer service.

• Legal industry experience preferred.

ABOUT ARENTFOX SCHIFF:

ArentFox Schiff LLP is internationally recognized in core industries where business and the law intersect. With more than 600 lawyers and policy professionals, the firm serves as a destination for an international roster of corporations, governments, private individuals, and trade associations.

ArentFox Schiff is committed to equal employment opportunity and diversity in the workplace. We maintain a policy of considering all qualified applicants for employment without regard to race, color, religion or creed, sex, gender, sexual orientation, gender identity or expression, age, citizenship status, order of protection status, national origin, ancestry, medical condition, genetic information, marital status, physical or mental disability, parental status, source of income, military or veteran status, unfavorable discharge from military service, or any other basis protected by federal, state or local law. We will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.

Equal Opportunity Employer, Minority/Female/Disabled/Vets/Sexual Orientation/Gender Identity.

• A job description is a general description of the function and major duties of a job. It may not specify all duties, tasks, and assignments associated with a job. It is not intended to limit or in any way modify the right of management to direct, assign, and control the work of employees in a unit. Accuracy, attention to detail, ability to work effectively in a team environment, and ability to work in an atmosphere of multiple projects and shifting priorities are requirements of all jobs at ArentFox Schiff LLP. Additional job related qualifications may be specified for some openings. Job descriptions are subject to periodic review.