IT Technical Support Analyst

IT Technical Support Analyst Dallas, TX - Highland Park area Monday-Friday - must be willing to work some OT, with hours typically from 8am-6pm - OT paid at time and a half Essential Job Functions This role will be an in-office support role, supporting a professional staff in Dallas that has several hundred employees at this location. You'll be working on a small team, and as such, providing dynamic support both in-person and over the phone. The primary technologies you will be supporting will be software related for the most part, including but not limited to: Windows, Microsoft Office Suite, Citrix, VPN connectivity, Avaya phone support and other hardware and software related issues. Responsibilities Good judgment in assessing user issues; intermediate trouble-shooting methodology. Ability to work to the best resolution either through own knowledge or proper, timely escalation. Proficient in Windows 10 OS and core application suite; including the Microsoft Suite and various Kirkland applications. Remote Computing and Citrix experience. Basic PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues. Some experience with iOS setup and troubleshooting. Basic Networking including wireless experience. Basic understanding and knowledge of Voice over IP (VOIP) telephone systems. Demonstrates the willingness and ability to help other team members on difficult issues. Documents new findings/solutions and processes. Adheres to use of call ticketing system for each and every incident (e.g. request, issues, etc.). Understands and follows ticket ownership guidelines and system usage. Solid ability to research information through internal and external sources. Adheres to written procedures, checklists and all quality control associated with project rollouts. Participates in on-call and overtime on an as needed basis. Ability to setup and troubleshoot video and audio in conference rooms. Skills we're seeking 2 years of experience with IT Support in professional or corporate environments Ideally in both an in-person and phone support environment Experience supporting Windows and Microsoft Office Experience with Citrix or VPN support Nice to have experience Bachelor's Degree Experience working for a law firm Experience supporting Avaya phones Experience supporting AV or conference room technology Experience with AirWatch Experience working in a ServiceNow environment