Desktop Support Analyst

Job Description

Fragomen, an AmLaw 100 Firm and the leading global immigration services provider, is seeking a Desktop Support Analyst who will support PC Hardware, Operating Systems, Device Imaging and a variety of enterprise and custom client applications

Working in a collegial, team-oriented environment, our IT professionals learn from the industry's leading experts. Our commitment to quality and best practices is supported by technological innovation that benefits our clients and staff.

This role will require full time on-site support of Fragomen's Boston office.

How will you make a difference as Desktop Support Analyst at Fragomen?

• Act as an escalation point and initial contact for customer support requests pertaining to the firm's applications and hardware
• Provide technical support to customers on operational or maintenance aspects of system equipment and serve as customer contact on technical and service related problems.
• Diagnose and repair mechanical, hardware, software and system failures using established procedures.
• Develop a thorough understanding of firm's applicable hardware/software configurations. This includes internally developed applications, software management and ITSM applications
• Monitor and update incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions
• Queue monitoring to identify possible issue trends based on submitted tickets
• Effectively diagnose and research escalated tickets to determine appropriate action
• Contribute to the development of the organization's goals and objectives and interact daily with supervisors and/or functional peer groups and customers.
• Communicate moderately complex or technical information, ideas and results effectively in both oral and written form; and compose correspondence and reports.
• Follow and create detailed operational procedures as needed and help improve the quality of service delivery and provide value added customer services.
• Collaborate with network services, server operations and/or application development in order to restore service and/or identify problems
• Image Laptops and Desktop PC's
• Perform installations, moves, software and hardware adds and changes to end users' IT equipment.
• Act as "Smart Hands" for engineering teams as needed
• Liaise with 3rd parties and vendors involved with local IT hardware/software and related supplies
• Assist with mobile phones and 3G cards set-up, review, maintenance and troubleshooting
• Deliver coaching to peers when necessary
• Multitask, work under pressure and handle interruptions while maintaining flexibility in work assignments
• Support video, audio and web conferencing through PC and VC units.

Let's talk if you have the following experience and qualifications:

• College degree in the field of computer science or related field
• 3 years of work experience in applications support.
• Professional certifications in technological or customer service fields preferred
• Experience using Windows OS, Mac, Office 365, Acrobat X, IE 11, Chrome and other browsers.
• Experience using VPN client and Citrix client
• Experience in applications support, specifically validating issues reported, testing fixes, and working with developers or vendors to deliver a timely resolution
• User acceptance testing or applications testing experience is helpful
• Experience providing Imaging of Laptops and Desktop PC's
• Experience performing installations, moves, software and hardware adds and changes to end users' IT equipment.