371 Support Analyst jobs in McLean

Description

We are committed to building a workplace where everyone feels heard and respected, and extending our culture of care so that every individual can reach their full potential. We want you to have a sense of belonging and feel valued for your contributions and the perspectives you bring.

Summary:

The newly established Centre of Excellence (CoE) will operate the IFS Cloud ERP platform and an integrated landscape of complementary technologies, supporting the business in achievement of their strategies and enabling business change and transformation efforts.

The IFS Application Support Analyst will play a critical role in supporting the implementation and ongoing maintenance of the IFS ERP system. This role involves providing technical support, troubleshooting issues, and ensuring the smooth operation of the system. As a subject matter expert within the CoE, the analyst will contribute to refining support processes, building the confidence and capability of end users and driving adoption.

Requirements:

Application Support:

• Provide first and second-line support for the IFS ERP system, addressing user issues and system errors.

• Troubleshoot and resolve application-related problems, including analyzing system logs and error messages.

• Configure, sustain and support value stream specific technology platforms.

• Assist with system configuration and customizations as required.

• Maintenance and execution of user roles and permissions for IFS and connected systems in line with agreed structures and processes

System Monitoring & Maintenance:

• Manage the system technical environments and platforms to ensure reliability, performance and security with best practice.

• Monitor system performance and health, identifying and addressing potential issues before they impact operations.

• Ensure the successful completion of maintenance tasks, including system updates, backups, and patch management.

• Support the implementation of product updates and enhancements.

User Support & Training:

• Act as a point of contact for end-user support, providing guidance and resolving inquiries related to IFS applications.

• Responsible for the ongoing effectiveness of user training. This includes ownership and maintaining training materials, and where necessary running training sessions to ensure effective use of the system.

• Create and maintain user guides, knowledge articles, and other support documentation.

Incident, Problem and Request Management:

• Log and track tickets in the Service Management solution, ensuring timely resolution of incidents and requests.

• Undertake proactive Problem Management, identifying and addressing recurring issues to prevent future occurrences.

Data Management & Reporting:

• Assist in managing data integrity and quality within the IFS system.

• Identify trends and patterns to optimize performance of process, workflows and the user experience.

• Generate and analyze reports to support business operations and decision-making.

Evolution of the Centre of Excellence:

• Contribute to the development of CoE best practices, standards, and documentation.

• Participate in knowledge transfer activities and support the development of the CoE.

• Identify opportunities to introduce automation and proactive support initiatives.

• Identify opportunities to shift first line support activities to the IT Service Desk.

Collaboration & Communication:

• Maintain robust working practices and relationships across the Centre of Excellence.

• Work closely with other IT teams, business units, and external vendors to resolve issues and implement changes.

• Communicate effectively with users and stakeholders to ensure clear understanding of system status and support activities.

Additional Responsibilities:

• Stay current on IFS product updates and industry best practices to provide informed support.

• Assist in the creation and maintenance of support-related documentation and knowledge base articles.

• Participate in system testing and validation for new features or changes.

• Support CoE or project teams with system-related tasks and initiatives.

• Willingness to be part of an out-of-hours call out rotation.

Qualifications:

• High School diploma required.

• Associate's degree in computer science, information systems, statistics, mathematics, economics, or related field preferred.

• Bachelor's degree in computer science, information systems, statistics, mathematics, economics, or related field preferred.

• 3 or more years' experience with IFS 10 or IFS Cloud required.

• 3 or more years' experience in supporting, implementing, and maintaining integrated applications required.

• 5 or more years' experience of troubleshooting of standard applications and application architectures required.

• Ability to travel domestically 5 to 15% required.

Knowledge:

• Expertise in at least one of the following IFS areas, and enthusiastic to broaden your understanding across other areas: Finance, Supply Chain, Procurement, Projects, Human Capital Management, Asset and Service Management

• Understanding of IFS Solutions Manager related functionality, profiles and permissions setup.

• Ability to perform workflow automations using IFS Events and Migration jobs, Custom Configurations, Lobbies and Reporting

• Familiarity with ERP implementation processes and support best practices.

• Proficient in applying ITILv3 good practice, such as Incident Management, Change Management, etc., to all essential functions and responsibilities.

Skills:

• Troubleshooting and resolving technical issues related to IFS applications.

• Strong analytical skills with the ability to assess and resolve system problems effectively.

• Good documentation skills for creating user guides, knowledge articles, and support materials.

• Ability to create and deliver training content tailored to various user levels.

• Proficient in Microsoft Office products.

Abilities:

• Ability to manage multiple support requests and prioritize tasks efficiently.

• Strong communication skills for interacting with end-users and other stakeholders.

• Capability to work independently as well as part of a team.

• Ability to adapt to changes in system requirements and support processes.

Anticipated base salary range: $75,000 - $94,000

The final agreed upon compensation is based on individual education, qualifications, experience, and work location. This position is bonus eligible.

RES offers benefits that are effective first day of employment. These benefits include the following:

• Medical, Dental and Vision

• Health Savings Account with employer contribution

• Flexible Spending Accounts

• 4x pay Basic Life and Voluntary Life

• Short and Long Term Disability

• Accident, Hospital, and Critical Illness

• 401 (k) plan with 6% company match

• 4 weeks Paid Time Off (PTO) and 10 Paid Holidays

• Tuition Reimbursement and Green Car Reimbursement

• Volunteer and Charity Matching

• Paid Parental Leave and Paid Sabbatical Leave

• Employee Referral Bonus

• Employee Discounts and Wellness programs

• Wellness Reimbursement

Physical requirements and environment:

The work environment and physical demands characteristics are representative of those the employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Rarely: Climbing, crouching, kneeling, pulling/pushing/lifting between 5-15lbs., and stooping are required.

Occasionally: Carrying 5-15lbs., gripping, handling, pinching, and walking are required.

Frequently: Standing is required.

Constantly: Reading, grasping, hearing, reaching, vision, repetitive motion, and sitting is required.

Rarely exposed to extreme cold, heat, and humidity, and wet climates, in the working environment.

Occasionally exposed to noise and hazards in the work environment.

We maintain a drug-free workplace. Candidates will be required to pass a pre-employment background investigation and drug test as a condition of employment.

RES is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

#LI-Remote

ReqID:

REQ-6508

ROLE: MS Office Suite Applications Analyst

REQUIRED:

Active Public Trust Clearance - Moderate or High Risk

2-5 Years of demonstrable experience providing direct & indirect user support to personnel on the subject software suite

Location: Onsite in Norfolk, VA & D.C.

DESCRIPTION:

On-site support required for the USCG C4IT Learning & Media division, as well as for CG-DOL. Team support includes Web/SharePoint, IT Customer support for MS Office, Adobe Creative Cloud, hardware issues, and Graphics support. Performed at Coast Guard Headquarters (CGHQ) in Washington, DC and at CG-DOL in the Norfolk, VA area.

Constellation West is a 29-year WOSB and Prime Federal Contractor bidding on IT work for DHS supporting a USCG Mission.

Personnel we include at this time will have first right to openings when awarded.

ABOUT US:

Constellation West is an award winning company that delivers Information Technology (IT) engineering services and solutions and non-IT subject matter expertise worldwide. Established in 1997, Constellation West is an industry leader, partnering with key organizations. As a prime contractor or preferred subcontractor, we have a continual list of opportunities to fill nationwide with multiple agencies such as the Department of Veteran Affairs, the Department of Defense, civilian agencies, and the national intelligence community. Many positions supporting the U.S. federal government require our employees to be granted security clearances.

Constellation West strives to provide fully integrated solutions that cover all aspects of system and network engineering, administration, and management. We believe in attracting the right people ready to take on exciting challenges and be part of a dynamic team. Are you one of them? Do you have the expertise and knowledge to solve complex problems? If yes, join us and be a part of an exhilarating work environment that rewards your hard work and dedication. Don't miss out on this fantastic opportunity to make a difference!

Benefits include but are not limited to:
• Competitive 401(k) plan with employer match
• Competitive Health Benefits with employer contribution
• Discounted Dental & Vision Benefits
• 11 Paid Holidays per year
• 15 Days starting PTO for new hires
• Tuition /CE reimbursement
• Pre-Tax Commuter Benefit Accounts
• STD/LTD/Life Insurance with buyup options
• Veteran Hiring Preference
• Conversion to an Employee-owned firm (ESOP) in 2025-a lucrative retirement benefit!

We are an Equal Opportunity Employer

Constellation West is proud to be an EEO/AA employer M/F/D/V

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. Constellation West will not discharge or, in any other manner, discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

APPLY HERE TODAY

Job Description

ROLE: MS Office Suite Applications Analyst

REQUIRED:

Active Public Trust Clearance - Moderate or High Risk

2-5 Years of demonstrable experience providing direct & indirect user support to personnel on the subject software suite

Location : Onsite in Norfolk, VA & D.C.

DESCRIPTION:

On-site support required for the USCG C4IT Learning & Media division, as well as for CG-DOL. Team support includes Web/SharePoint, IT Customer support for MS Office, Adobe Creative Cloud, hardware issues, and Graphics support. Performed at Coast Guard Headquarters (CGHQ) in Washington, DC and at CG-DOL in the Norfolk, VA area.

Constellation West is a 29-year WOSB and Prime Federal Contractor bidding on IT work for DHS supporting a USCG Mission.

Personnel we include at this time will have first right to openings when awarded.

ABOUT US:

Constellation West is an award winning company that delivers Information Technology (IT) engineering services and solutions and non-IT subject matter expertise worldwide. Established in 1997, Constellation West is an industry leader, partnering with key organizations. As a prime contractor or preferred subcontractor, we have a continual list of opportunities to fill nationwide with multiple agencies such as the Department of Veteran Affairs, the Department of Defense, civilian agencies, and the national intelligence community. Many positions supporting the U.S. federal government require our employees to be granted security clearances.

Constellation West strives to provide fully integrated solutions that cover all aspects of system and network engineering, administration, and management. We believe in attracting the right people ready to take on exciting challenges and be part of a dynamic team. Are you one of them? Do you have the expertise and knowledge to solve complex problems? If yes, join us and be a part of an exhilarating work environment that rewards your hard work and dedication. Don't miss out on this fantastic opportunity to make a difference!

Benefits include but are not limited to:

• Competitive 401(k) plan with employer match

• Competitive Health Benefits with employer contribution

• Discounted Dental & Vision Benefits

• 11 Paid Holidays per year

• 15 Days starting PTO for new hires

• Tuition /CE reimbursement

• Pre-Tax Commuter Benefit Accounts

• STD/LTD/Life Insurance with buyup options

• Veteran Hiring Preference

• Conversion to an Employee-owned firm (ESOP) in 2025—a lucrative retirement benefit!

We are an Equal Opportunity Employer

Constellation West is proud to be an EEO/AA employer M/F/D/V

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. Constellation West will not discharge or, in any other manner, discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

APPLY HERE TODAY

• Communication is vital as they will work with and communicate with both the business and IT.
• PHARMA experience required.
• LinkedIn bio required

Job DescriptionThis is a temporary position.JOB SUMMARYThe Senior Analyst acts as a support subject matter expert resolving issues reported by property users and identifying and participating in activities or projects related to the platform and support workflows. Setting the standard this individual promotes an exceptional customer experience and a continuous improvement mindset. Working with customers, service providers, and IT Support Partners to improve Categorization of issues using our ServiceNow Platform and Phone System to log transactions with the desire to affect a speedy resolution of customer issues that achieved improved Mean-Time-To-Resolution and a reduction of recurring incidents. The major responsibility of this role is to provide a seamless support experience for the Reservations user support community. The Support Desk operates 24X7 and candidates must be available to work as required to support business needs. CANDIDATE PROFILE Education and Experience Required:•3+ years' experience in business application support in a call center environment, customer service or hospitality•High school diploma or equivalent (GED)•2+ years' MARSHA Reservations System or other Reservations Systems Experience•Strong communication skills (written and verbal)Preferred:•Meeting facilitation and presentation skills•Working knowledge of MI Hotel Property Management Systems, or Property Business Applications •Ability to train others•Established work history of strong customer service•Ability to effectively facilitate complaint resolutions•Skilled at listening and persuading•Prior experience using ServiceNow or other ticketing solutions •College degree or working towards one•Strong team orientationCORE WORK ACTIVITIES Uses ticketing tools and reporting as well as other customer engagement tools like the telephone ACD, Chat, and the Knowledge Management database to ensure a positive customer experience and Level 1 agent effectiveness. Escalates issues, as needed, to appropriate Marriott business units and Service Providers. Initiates the creation and modification of knowledge articles and business process documentation for use by team, peers, and supported customers. Facilitates the entire contact resolution process from initial contact (call or email) to resolution for the supported Marriott business applications in the Service Desk portfolio. Acts as subject matter expert for Application Support Analysts, Customers, and Business Sponsors. Perform all basic duties of an Analyst and serves as needed. Serve as an escalation point for more complex functional and operations request. Ensure operational continuity and to identify procedural support gaps. Contributes general knowledge and skill to the information technology discipline to support team, partner teams, and department business goals. Works with minimal supervision to complete complex tasks and assignments, Provides guidance and training to level one team on issue resolution and problem management. The Senior Analyst contributes to the Knowledge Base to improve issue resolution speed, providing documented process and procedures that improve the overall capability of the support operating model for department and support partners. Leads and initiates CRM integration initiatives that drive data collection, workflow efficiency, and reduction of critical incidents. Responsible for documenting requirements for technical initiatives Builds effective relationships with business, service providers, and internal support teams to deliver effective support workflows that improve the overall support model. Provides level 1 and additional problem determination and support for specific Marriott supported applications using documented procedures and available tools. Attends business meetings/training as directed. Takes business meeting notes and shares highlights with leadership to ensure aligning on strategies and operating workflows. Trains and transitions functional and business operational knowledge and learning to Application Analyst Functions as the customer advocate for Marriott business applications and supports continuous service improvement. Determines, categorizes, and assigns priorities for incidents to meet service level objectives and ensure customer needs are met. Enhances support workflow and escalation paths for Marriott business units or Service Providers Responsible for own work and contributing to team, department and/or business results. Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge. Supports enterprise processes to include incident management, change management, and problem management. Performs other duties as appropriate or assignedMANAGEMENT COMPETENCIES Leadership Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods. Leading Through Vision and Values -Keeps the organization's vision and values at the forefront of employee decision making and action. Managing Change -Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges. Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action. Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values. Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes. Managing Execution Building a Successful Team -Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization. Strategy Execution - Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes. Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required. Building Relationships Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company's service standards. Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential. Strategic Partnerships -Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed. Generating Talent and Organizational Capability Developing Others -Supports the development of other's skills and capabilities so that they can fulfill current or future job/role responsibilities more effectively. Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit. Learning and Applying Professional Expertise Continuous Learning - Actively identifies new areas for learning; regularly creates and takes advantage of learning opportunities; uses newly gained knowledge and skill on the job and learns through their application. Technical Acumen - Expertly understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations, generate innovative solutions to approach function-specific work challenges, and function as a thought leader in his or her area of expertise. Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges. Basic Competencies - Fundamental competencies required for accomplishing basic work activities. Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.). Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues. Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences. Reading Comprehension - Understands written sentences and paragraphs in work related documents. Writing - Communicates effectively in writing as appropriate for the needs of the audience. The pay range for this position is $26.82 to $48.32 per hour.Washington Applicants Only: Employees will accrue 0.0334 PTO balance for every hour worked and eligible to receive minimum of 9 holidays annually.FLEX opportunities offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.The application deadline for this position is 16 days after the date of this posting, June 25, 2025. At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.About the TeamMarriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Description

As a member of the Information Services Department, the Technical Support Analyst is responsible for providing outstanding phone and e-mail support as a first point of contact for users calling about computer questions, issues, and requests. This individual communicates courteously and effectively to all attorneys and staff to ensure high-level customer service standards are met. Please note that the required work schedule for this position is 11:00 am-8:00 pm Eastern Time (8:00 am-5:00 pm Pacific Time).

ESSENTIAL FUNCTIONS:

• Provides outstanding phone and e-mail support as a first point of contact with the IS HelpDesk for all Fox Rothschild computer users.

• Documents all pertinent end-user identification information and nature of problem or issues in Service Now system.

• Access knowledge bases and resources on the Internet to aid in problem resolution.

• Assists as a member of the team for the development and maintenance of the service desk application (Service Now), with team members to keep up to date with knowledge about the use of defined tools, templates and standards.

• Develops help sheets and frequently asked questions lists for Solutions knowledge base.

ADDITIONAL FUNCTIONS:

• Perform other duties, as assigned.

QUALIFICATIONS (EXPERIENCE, KNOWLEDGE, SKILLS AND ABILITIES):

Education:

• Associate's degree in related field or an equivalent combination of experience and education is required.

Experience:

• Minimum of two years of related experience in a technical phone support center/helpdesk environment; law firm experience preferred.

• Application support experience with Office 365 products with an emphasis on Word and Excel.

• Experience with DMS/FileSite a plus.

Knowledge, Skills, & Abilities:

• Working knowledge of network and local PC diagnostic utility tools.

• Exceptional written and oral communication skills.

• Ability to work in a fast-paced team environment.

• Exceptional customer service orientation.

• Flexibility of schedule, may need to cover other shifts, or occasional off-hour availability is required.

• Ability to absorb and retain information quickly.

• Ability to effectively prioritize and execute tasks in a high-pressure work environment.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL REQUIREMENTS

Medium Work: Exertion of physical strength to lift, carry, push, pull, or otherwise move objects 20 to 50 pounds frequently, and/or greater than negligible up to 10 pounds.

VISUAL ACUITY

Worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

COMPENSATION & BENEFITS

The salary ranges for this position apply to the respective listed locations. The salary range reflects a variety of factors that are considered in making compensation decisions, including but not limited to experience, education, licensure and/or certifications, geographic location, market demands and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the range for a position. Reasonable estimates of the current ranges for this position are:

• Las Vegas: $60,000 to $5,000

• Atlantic City, Chicago, Denver, Minneapolis, Morristown, Princeton, Washington, D.C.: 68,900 to 75,000

• Los Angeles, New York, San Francisco, Seattle: 70,000 to 85,000

For information on Fox Rothschild's compensation and benefits visit: Compensation & Benefits (foxrothschild.com) (

DISCLAIMER

Fox Rothschild LLP is under no obligation to provide sponsorship for this position. Applicants must be currently authorized to work in the United States on a full-time basis now and in the future.

The above is intended to describe the general content of and requirements for the performance of this job. It is not a contract or employment agreement and is not to be construed as an exhaustive statement of all functions, responsibilities, or requirements the employee may be required to perform, and the employee may be required to perform additional duties. Additionally, management reserves the right to review and revise the job description at any time. Employment with the firm is at-will. Employees must be able to satisfactorily perform all of the essential functions of the position with or without a reasonable accommodation. If an accommodation request would cause an undue hardship or a safety concern, the individual may not be eligible for the position.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights ( notice from the Department of Labor.

• Foster and exemplify customer-first service.
• Assist with all technical support activities for the DC Office. May be asked to assist with technical support for other regional offices as needed.
• Monitor e-mail and skype for un-ticketed user requests and incidents that were not sent via the Service Desk and ticket as appropriate.
• Work closely with other firmwide IT techs as necessary to assist them with local technical issues and take proper steps to escalate to Regional Manager or Service Desk.
• Attend bi-monthly Technical Analyst meetings and provide feedback regarding best practices, lessons learned, new troubleshooting findings or methods.
• Support off-hours needs related to moves, computer room upgrades, scheduled maintenance outages, projects and urgent user support matters.
• Assist with occasional one-on-one user training.
• Initiate, complete, and follow-through with all assigned and self-generated tickets.
• Maintain IT Asset Management database to ensure it is kept current and accurate.
• Build firm standard PCs and laptops per firm guidelines.
• Organize, build, and maintain proper loaner and hot-swap equipment and deliver to users on time per firm guidelines.
• Assist with maintaining printer maintenance records and inventory, and, swap printers as equipment reaches end of life and new equipment is received.
• Serve as a vendor contact for all printer problems.
• Provide mobile device support for iPhones, Androids, and iPads in accordance with the firm's AirWatch program.
• Provide setup and support of remote access and two-factor authentication software (MFA).
• Advise DC-IT Manager regarding any requests or incidents 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 DC Technical Support group.
• Provide assistance with audio visual/teleconferencing setups, including:
• Laptop/projector connections.
• TVs including Plasma, LCD, or LED
• Support and maintain over 20 conference rooms including a conference center with 100 plus capacity.
• Support and setup our internal videoconference solution as well as external videoconferencing solutions such as WebEx, Skype and Zoom.
• Install and beta test new technology, and, assist with telecom-related issues as necessary.
• Support Wi-Fi, cellular data, laptop cards and Mi-Fi devices.
• Install and test new hardware and software technology.
• Assist with LAN cabling patching and troubleshooting; and act as remote hands for network engineers.
• Complete workstation set-ups for new arrivals, visitors, etc. and complete equipment moves per schedule and at times not scheduled.
• Perform approved software installations and other tasks as requested by the Regional IT Manager or as required by customers.
• In rotation with other local IT staff, serve as 24/7 on-call emergency technician.
• Closely monitor the ChangeGear service management system to ensure assigned tickets are updated in a timely manner. Use the best business protocol for follow up communication with an end user.
• Conduct routine inspections of various IT spaces, e.g., conference rooms, visitor offices, MDF, IDF rooms.
• Quickly assess and escalate hardware and/or network problems to third level IT support groups for assistance. Proactively review current infrastructure and assert good judgment to know when to coordinate equipment replacement during repair period.
• Participate in major IT projects and rollouts, assuming a key role as directed by the Regional Manager or Director.

• Customer service is paramount in this role.
• The candidate should have a desire to provide excellent customer service.
• Several years of law office support experience is desired.
• Experience should be specific to providing technical support to the firm's users.
• A working knowledge of legal applications including document management systems is also highly desired.
• Comprehensive knowledge of Active Directory, Microsoft Office Suites 2010 and above is required.
• Possessing an A+ or a similar computer certificate or degree in computer sciences is a plus.
• Additional understanding of printers, remote access tools and mobile devices are required.
• A basic understanding of network engineering and IP-based telecommunications is required.
• This position involves overtime and/or shifts on weekends or corporate holidays when necessary.
• Although an occasional requirement, the successful candidate must be willing and able to travel to and work temporarily in other offices for brief periods of time, both to domestic and/or international offices.
• 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 ability to lift up to 50 pounds unassisted and seek assistance with lifting heavier or large/bulky parcels.
• Walking and standing for up to 4 hours at a time in an 7.50 hour shift is required. Must not possess any condition that would inhibit the ability to stoop, squat, or crawl under desks in order to service computers.
• This position description in no way states or implies that the responsibilities and tasks are the only responsibilities and tasks to be performed by the employee occupying this position. S/he will be required to follow any other instructions and to perform any other job-related duties as required by his/her manager.