IT Support Analyst - Full-time

The Support Analyst provides technical help desk support for offices across the globe, and hands-on support for end-user devices-both hardwaresoftware. This includes PCs, laptops, printers, IP Telephones and mobile devices. The ideal candidate will have previous experience with executives and would be able to identify recurring problems and work toward root cause analysis with proactive preventative solutions. Daily work will consist of 90 phonee-mail support, 10 desk-side support. Field incoming help requests from end users via both telephone and e-mail in a courteous manner. Remotely troubleshoot problems with Windows-based workstations, custom applications, e-mail, network and peripheral equipment. Ensures that all requests from users are logged and escalation procedures are followed. Maintains problem statresolution information in the ticketing database. Ensure service needs and SLAs are met by reviewing the Help Desk inbox and tickets, making sure the Help Desk knowledge base information is accurate and up-to-date. Actively monitor work queues for timely completion of customer requests. General technical Chicago office support and clerical support, as needed. Troubleshooting issues on laptops and firm managed personal technology devices running Windows and Apple operating systems as well as IP phones. Provide technical support and troubleshooting of audiovideo problems during the teleconference, video conferences and webinars. Prepares loaner laptops and smartphones for users as needed. Qualifications Minimum 3 years of professional experience supporting end-user equipment in a high availability corporate or law firm environment. Bachelor's degree preferred. Ability to work additional hours including some weekends and evenings as needed. Must have excellent customer service skills, communication skills and be a team player. Ability to work independently and with minimal supervision. Must possess a solid understanding of PC hardwareperipheral devices, Active Directory, standard operating systems (Windows 10) and Microsoft Office applications. Experience supporting mobile technologies iOS and Android