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Service Support Analyst

Fenwick & West LLP

This is a Full-time position in New York City, NY posted July 28, 2021.

Fenwick & West is a top-tier law firm with an open and inclusive culture. With more than 400 lawyers and 400 employees in Silicon Valley, San Francisco, Santa Monica, Seattle and New York, we work with companies on the cutting edge of technology, life sciences and cleantech. For more than four decades, our firm has helped some of the world’s most recognized companies become and remain market leaders. We are proud to have been named one of the Best Places to Work in the Bay Area for the twelfth year.Our Information Technology department is seeking a Service Support Analyst who will be responsible for coming up with solutions and workarounds for computer hardware, operating system, network and application problems. The analyst will provide first-line investigation and diagnosis of incidents following the incident management process, respond to user calls, listen to user needs and/or issues and provide helpful solutions to their problems.Responsibilities Include:Provide computer, network and software support to the end-user community via telephone, email, remote-access, or in-person.Install or relocate computers systems, including monitors, printers and scanners.Install application software based on corporate standards and end-user requirements.Oversee the setup of video conferences, computers and collaborative online presentations and conferences.Coordinate conference setups in conjunction with the Facilities department and the Professional Development department.Participate in departmental, committee, and technical meetings to discuss and resolve user issues and implement new projects.Monitor and maintain loaner notebook computer inventory.Diagnose and repair computer hardware, and contact vendor when necessary.Desired Skills & Qualifications:Strong interpersonal skills and an ability to work and support end-users in a fast-paced and deadline-driven environment with courtesy and tact.Experience working with variety of computer desktop and notebook hardware, including laser printers, flat panel monitors, cabling and connectors for networking and peripherals.Experience with Service Desk ticket tracking and management software.Experience with video conference applications/equipment, video conferencing bridging and remote meeting technologies (specifically with Webex, Zoom and MS Teams).Proficiency in Microsoft applications and Windows 10 operating systemAbility to work under pressure and effectively prioritize multiple tasks.Effective verbal and written communication skills.Ability to deal responsibly with sensitive and confidential information in a discreet and secure manner.Ability to work in a team environment.Ability to understand the business’ objectives and that the end user’s problem affects the business.Reporting to the IT Service Manager, the ideal candidate will have a minimum of 2 years of experience in a customer service role dealing directly with end-users and 2+ years of experience in using computer hardware and software focused on Microsoft technologies. Experience supporting end-users in an office environment utilizing current LAN technology and network printing.To be fully considered for this position, please apply directly online: Vaccine PolicyOn July 7, 2021, Fenwick implemented a policy requiring all new hires to receive the COVID vaccine. Proof of vaccination will be required as a condition of employment. Fenwick will continue to comply with applicable laws regarding the reasonable accommodation of individuals with disabilities and/or strongly held religious beliefs. This policy is part of Fenwick’s ongoing efforts to ensure the safety and-well-being of our staff and community, and to support public health efforts.