Friedman Williams
Support Analyst – Dallas Dallas TX
Job ID: 20058
The Support Analyst will have a minimum of two year’s experience in supporting end user equipment in a high volume corporate or law firm environment. The Support Analyst provides technical support for the business and for end user devices, both hardware/software, including PCs, laptops, IP telephones, and mobile devices. At this firm, we believe great people are the key to our success. As such, we are offering a highly competitive compensation package with exceptional benefits. If you are looking to work in a friendly, collaborative environment that affords unique opportunities to expand your professional development, this role is for you.
Responsibilities:
• Field incoming help requests from end users via telephone and e-mail in a courteous manner
• Ensure all requests from users are logged and escalation procedures are followed
• Maintain problem status/resolution information in ticketing database
• Ensure SLAs are met by reviewing the Help Desk inbox and tickets
• Escalate issues and collaborate with the appropriate IT teams to find resolutions
• Update Help Desk knowledge base with accurate and up-to-date information
• Troubleshooting problems with Windows based workstations, custom applications, email, network and peripheral equipment
• Troubleshoot Android and Apple iOS software issues
• Maintain expert level knowledge of the platform’s operating systems, standard applications, and computer hardware solutions
• Work overtime as required
• Perform other duties as assigned
Qualifications:
• College degree required in a technology discipline (preferred)
• Two years’ professional experience supporting end user equipment in a high volume corporate or law firm environment
• Must have excellent customer service skills, communication skills and be a team player
• Must possess a solid understanding of PC hardware/peripheral devices, Active Directory, standard operating systems (Windows 7/10) and Microsoft Office applications
• Experience supporting mobile technologies iOS and Android