Lead Technical Support Analyst
Pilsbury Law

Job Info

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Nashville, Tennessee

Job Description

We are seeking a skilled and dedicated IT Lead Technical Support Staff to join our local office team. This is a hands-on technical role. The ideal candidate will respond to, investigate and resolve software and hardware problems of computer users by performing the following duties. They will work with the Service Desk and other IT technical support analysts in local offices to ensure requests are handled according to IT and firm standards. Records all requests in the firm's ticketing system and provides other status/information as requested by office and IT management.

Key Responsibilities (Other duties may be assigned as needed based on firm and technology changes.)

• Assist with all technical support activities for the NT Office. May be asked to assist with technical support for other regional offices as needed.
• Assist the Regional IT Manager in the management of resources to address day-to-day requests and projects; prioritize tasks to meet schedules and deadlines.
• Analyze the activities and workload of the local Technical Support group and make recommendations to management for changes in procedures and systems. Analyze and evaluate incident reports and make recommendations to reduce the incident rate.
• Coordinate the training of new local Techs and remedial or enhancement training for existing Techs to perform necessary tasks and projects. Collaborate with other IT groups to streamline operations and improve overall IT support services.
• Provide consultation and direction to staff members and the entire department for complex tasks, issues and projects. Ensure all Techs are aware of and comply with all operational and organizational policies and procedures.
• Regularly communicate with the Regional IT Manager regarding day-to-day operations and any incident that should be immediately reported to his/her attention.
• Provide proper follow-up, updates and project status to the manager. Ensure proper follow-up is provided to all end users who may have reported a problem or requested technical assistance from the NT Technical Support group.
• Provide timely and effective technical support to office staff, resolving hardware, software, and network issues.
• Install, configure, and maintain computer hardware, printers, and other peripheral devices.
• Perform regular maintenance on hardware, ensuring all systems operate efficiently and effectively.
• Troubleshoot and resolve any hardware-related issues, including desktop computers, laptops, mobile devices, and networking equipment.
• Assist in setting up and supporting video conferencing systems and other IT-related office equipment.
• Initiate, monitor, complete and follow-through with all assigned and self-generated tickets.
• Build firm standard PC's and laptops per firm guidelines.
• Provide mobile device support services for iOS devices and Androids.
• Assist with documenting and maintaining hardware, printer, and mobile inventory and database.
• Assist with telecom-related issues.
• Assist with LAN cabling patching and troubleshooting; and able to perform instructions remotely from firmwide network engineers.
• Workstation set-ups and moves.
• Perform software installations and other tasks as requested.

Qualifications

• Minimum of 5 years of experience in IT technical support, with a focus on hardware troubleshooting and maintenance. Minimum of 3 years supervisory experience to include work planning and employee training.
• Legal Support experience is desired.
• Possessing an A+ or a similar computer certificate or degree in computer sciences is a plus.
• A comprehensive knowledge of Windows 10/11, Microsoft Office and Teams is required. Experience with macOS, iOS and Androids is highly desired.
• A working knowledge of legal applications, including document management systems, is preferred.
• Experience with utilizing ticketing and asset management systems, such as ServiceNow is desired.
• Experience with Mobile Device Management (MDM) is highly desired.
• An understanding of printers, remote access tools and mobile devices are required.
• Familiarity with IP-based telecommunications, network troubleshooting and basic configurations is required.
• Understanding and hands-on experience with audio/visual set ups (laptop connectivity, videoconferencing and teleconferencing set ups).
• Providing exceptional customer service is crucial in this role, and the ideal candidate should be committed to delivering outstanding service.
• Excellent organizational skills, customer service and desk side support skills are required.
• The successful candidate must be self-motivated and possess a high attention to detail.
• Must also possess excellent interpersonal, critical thinking and time management skills, as well as excellent oral and written communication skills.
• This position requires the ability to lift up to 50 pounds individually or assist in the lifting of large parcels.
• Must not possess any condition that would inhibit the ability to bend, squat, or crawl under desks in order to service computers or server equipment.
• Primarily office-based with occasional travel to remote sites for IT support. The successful candidate must be willing and able to travel to and work temporarily in other offices for brief periods of time, to domestic and international offices.
• This position involves overtime and/or shifts that may include weekends or corporate holidays when necessary.

Pillsbury Winthrop Shaw Pittman LLP is an Equal Opportunity Employer.

If you require an accommodation in order to apply for a position, please contact us at PillsburyWorkday@pillsburylaw.com .

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