Senior Desktop Support Analyst

SCHNADER HARRISON SEGAL & LEWIS LLP - Philadelphia, PA (30+ days ago)2.3


Schnader Harrison Segal & Lewis LLP, a long established national law firm, seeks to hire a full time team oriented Support Analyst to assist the Information Services team with second tier troubleshooting.

What sets Schnader apart from its competitors is its “small-firm” feel and “large firm” legal practice. Schnader’s long-standing tradition and commitment to pro-bono work and public service, paired with its talented attorneys and staff, sophisticated work and a high level of customer service has contributed to its reputation for superior quality legal work within a uniquely positive and friendly working environment. This is a wonderful opportunity for a talented support analyst who takes pride in and ownership of a job well done.

RESPONSIBILITIES:

  • Responds to Help Desk calls and emails by researching and troubleshooting problems with software applications, hardware, printers, laptops and smart phones
  • Provides deskside support to users in the Philadelphia office
  • Provides printer and printer driver support for VDI environment as well as Windows 7 computers
  • Enters tickets into Footprints HelpDesk ticketing system. Clearly documents user requests and issues on tickets and drafts Knowledge Base articles when appropriate.
  • Provides status and communicates incident resolution to users
  • Performs software installation and upgrades on Windows 7 computers
  • Provides support for users on Citrix VDI environment
  • Assists IS team with testing and troubleshooting of software packages
  • Performs support functions for various law firm applications, including but not limited to Microsoft Office, Payne Numbering Assistant, iManage document management system and Best Authority
  • Participates in and contributes to department projects including Windows 10/Office 2016 upgrades
  • Provides support after-hours and on weekends occassionally

REQUIREMENTS:

  • Four years of end-user support experience
  • Experience with Citrix and VDI technology a plus
  • Experience with Windows 7 and Windows 10
  • Experience working in a law firm environment
  • Proficiency with Microsoft Office, Payne Numbering Systems, iManage document management system, Best Authority and other legal software applications
  • Some after hour support required

SKILLS:

  • Strong skillset in Windows 7 and10, as well as Microsoft Office applications
  • Strong customer service focus and sense of urgency
  • Excellent diagnostic and troubleshooting skills
  • Familiarity with Help Desk ticketing software
  • Demonstrated team player with the capability to work independently on projects
  • Excellent verbal and written communication skills and the ability to interact with a diverse group of attorneys and staff

Qualified applicants should e-mail a resume and detailed cover letter specifying how their background matches that of the above requirements and skills. Applicants applying should include “SDSA” in the e-mail “Subject” line.

Schnader Harrison Segal & Lewis LLP is an Equal Opportunity Employer.

Job Type: Full-time

Experience:

  • end-user support: 4 years
  • Citrix and VDI technology: 1 year
  • Windows 7 and Windows 10: 4 years
  • law firm: 1 year

Location:

  • Philadelphia, PA