Job Description

Position Summary:

The Service Desk Analyst II role is an onsite, pro-active, technology focused, customer service oriented professional focused on supporting K2 Services LLC who will be based out of our client’s office. This position will be onsite, full time, 40 hours a week and joining a team of IT professionals who provide in-house technical PC hardware and software support. This person will respond to IT tickets, trouble reports, and personally visit employees to troubleshoot the nature of the problem and take the necessary course of action to resolve it.

Role & Responsibilities:

• Provide quality technical service to end users via deskside, phone, and email support.
• Support of all desktop applications, integrations, and the efficient delivery and updates of these applications.
• Evaluate, deploy, and support all desktop applications and develop seamless integrations among desktop applications.
• Perform routine software updates to enhance functionalities and security. Troubleshoot and resolve escalated desktop application and OS issues.
• Assist in creating custom group policies for workstations.
• Assist in maintenance of software licensing, configuration settings, operating systems, security updates, computer upgrades, major and minor software upgrades.
• Responsible for installing, maintaining, and troubleshooting end user hardware, personal computer operating systems and mobile devices, and application software.
• Assist with any project hardware rollouts and applications/data migrations ranging from small user groups to firmwide technology transitions.
• Monitor office network and internet connectivity to ensure all network environments are operational.
• Assist in maintenance of network/server equipment and network security.
• Perform client new hire user IT onboarding training as well as day-to-day application training as needed.
• Carry out other IT duties, including testing and documenting, and professionally interacting with client service managers and engineers.
• Additional responsibilities as needed.

Qualifications:

• Bachelor’s or associate degree in computer science, Information Technology, Engineering, or equivalent experience.'
• Minimum of 4 + years of desktop support, application support, and supporting operating systems in a Microsoft Windows enterprise environment.
• Demonstrated knowledge of, and experience in supporting Microsoft Windows desktop infrastructure and related technologies.
• Experience with VDI, Citrix, VMWare, Office 365, Microsoft Teams, Zoom, iManage Work 10 is desired.
• Word processing experience a plus.
• Learning Management System experience, a plus.
• Must have working knowledge of personal computers as well as familiarity of local area networks and cabling topologies.
• Previous experience working in a law firm environment a plus.
• Experience in legal specific applications a plus – Document Management, document creation, forms/templates, etc.
• Previous experience with IT user training preferred.
• Industry-based certifications are a plus.

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