Technology Service Analyst

Dykema Gossett PLLC, a leading national law firm, is recruiting for a Technology Service Analyst in the Lansing office to serve as a member of the Support Services team. The Technology Service Analyst is responsible for providing technology set-up and end user support in the office, including troubleshooting and resolving custom application, system or hardware issues. The Analyst will act as a project resource within the firmwide information technology team to ensure seamless delivery of services and support for the end user. This position has frequent in-person, phone and email interaction with our attorneys and staff and requires in-depth technical knowledge, network and server experience and the highest level of customer service skills. This position offers opportunities to participate in firmwide IT projects and initiatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide timely in office and remote support including troubleshooting, research and resolution of incidents through email, phone and face-to-face interactions.
•  Guides users through diagnostic and troubleshooting processes, which may include use of tools and software and/or following verbal instructions.
• Collaborates with other Support Services team members to quickly research and resolve problems.
• Create, maintain and resolve service tickets, escalating tickets to other teams as necessary taking full ownership throughout the problem resolution life cycle.
• Provide operational support with video conferencing systems inside the office and remotely if necessary.
• Manage local hardware assets, repairs, upgrades and tracking.
• Adhere to all IT and user quality assurance policies and practices and all Firm security policies.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

• Bachelor’s degree in a related field or an equivalent combination of education and/or experience directly related to the job functions; law firm/legal industry experience a plus.
• At least 1-3 years direct experience supporting users in a customer focused and collaborative environment.
• Proficient with Microsoft Windows 10 and Microsoft Office O365 within a professional services organization.

• Knowledge and support of various mobile email devices (iOS, Android, Windows phone, etc.).
• Familiar with computer hardware (desktop/laptop) and image deployment methods (SCCM).

• Ability to communicate effectively and professionally in a diverse team environment with all levels of the Firm and outside vendors.

• Ability to quickly diagnose, organize, and prioritize competing deadlines and setting service expectations with end users.

• Strong attention to detail, organizational skills and the ability to handle multiple projects.
• Ability to explain technical issues to technical and nontechnical employees and customers.

• General knowledge of standard networking concepts.

• Excellent interpersonal and customer service skills.
• Requires some lifting of moderate to heavy equipment including replacing computer monitors, troubleshooting printers, assembly, etc.
•  Familiar with Automated Call Distribution systems.

ADDITIONAL INFORMATION

• Works on an “on call” basis. Must be available through telephone and/or wireless connectivity, providing after hours support when periodically required.
• Travel to in state and out of state locations occasionally.

WHY YOU SHOULD APPLY 

Dykema offers an excellent salary and benefit package, including transportation assistance. Dykema provides a professional, diverse, and collaborative workplace where all employees can thrive. Dykema has achieved, and continues to participate in, Mansfield Certification. Our work environment is business casual. 

EEO STATEMENT 

It is the Firm’s policy to provide employment opportunities to qualified applicants and employees on an equal basis without regard to the individual’s age, race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, domestic partner relationship, physical characteristics, disability, or other protected characteristics under applicable federal, state or local laws or ordinances. 

Dykema will make reasonable efforts to accommodate the known disabilities of employees who are otherwise qualified to perform the essential functions of the jobs involved. 

It is the responsibility of every individual concerned with personnel actions, including management, supervision, recruiting, compensation, benefits, promotions, work assignments and training, to ensure that these activities are administered consistent with the Firm’s goal of furthering the principle of equal employment opportunity.