| Technical Support Analyst Ryley Carlock & Applewhite is seeking a Technical Support Analyst to provide onsite technical support for attorneys and support staff at a mid-sized regional law firm (with offices in Phoenix, Denver and Michigan). This position handles all escalated requests from all walk-up requests, email requests and phone requests to the help desk, voice and video conferencing set ups and support and other duties designed to help the staff and attorneys use technology resources. This position is located in downtown Phoenix, AZ. Essential Functions: Provide resolution of all escalated Help Desk tickets, requests, and ensure the customer's needs have been met Provide full life cycle management of all escalated incidents, requests and problems including troubleshooting research, investigation, isolation and resolution As well as maintaining great customer relationships, the candidate must work diligently to foster a positive and supportive team environment Share in a rotating after hours on-call support responsibility as needed when issues are escalated Track hardware and software inventories Contribute to the knowledge base to share expertise Become and remain knowledgeable in the Firm's end user technology Conduct software and hardware break/fix operations Perform testing and evaluation of new software loads and desktop images Provide backup support for audio visual/video conference events (where applicable) Participate in the testing and evaluation of new software loads on desktop and laptop images Assist in new client workstation rollouts and upgrades Troubleshoot and support telephone and voicemail systems Provide high levels of customer support by being responsive, communicating proactively, and managing expectations Perform miscellaneous job-related duties as assigned Qualifications/Knowledge/Skills: The successful candidate must be able to pass a criminal background check. The Candidate should have: Excellent customer service skills and ability to communicate well with users in person, on the phone, or via email. Must be able to thrive in a fast-paced, high transaction environment Must be able to stay organized and have the ability to capture, prioritize, and resolve requests and issues initiating from the ticketing system, voice mail, email, or walk-up contact from the business Must be highly flexible and able to adapt to rapidly changing priorities driven by the business users. This could include planned and unplanned work outside of core business hours. Experience working with and supporting desktop operating systems such as Microsoft Windows 7 through Windows 10 Advanced knowledge of Microsoft Office Suite in addition to other relevant legal applications (time recording systems, metadata management systems, PDF converters, media players, document encryption and compression tools) Ability to record, track, correspond and document resolution of user problems Ability to effectively communicate complex technical concepts, both verbally and in writing to non-technical users. Experience supporting mobile devices and applications Ability to troubleshoot connectivity issues with network-attached devices Demonstrated track record of effective communication and professionalism. Must be able pass a criminal background check Education/Experience Requirements: At least four years overall IT experience At least two years of experience in a helpdesk or desktop support role in a law firm High School Diploma or equivalent required Bachelor's Degree desired | 
