Senior IT Technical Support Analyst

We are always seeking talented, motivated, growth-minded, and creative individuals. Our firm is committed to providing employee support and advancement, while embracing inclusion and innovation as keys to a stronger future.

We invite you to explore the position below and to submit your application to join our team!

The Senior IT Technical Support Analyst is responsible for the installation, support, maintenance, and tracking of all firm computer and telephone equipment, as well as firm applications and Desktop Operating Systems within a network environment. The Senior IT Technical Support Analyst guides the local operations team by mentoring junior team members, championing process improvement initiatives, and collaborating with the Local IT Ops Manager to align on and execute operational priorities.

Essential Duties and Responsibilities:

• Perform a broad range of technology processes and procedures of notable complexity, including advanced and highly specialized functions, and provide formal guidance to junior team members.

• Serve as the senior local resource lead for AV conferences and web-enabled meetings, operating under the direction of the AV Technical Lead Engineer.

• Provide support for all firm-approved mobile devices, including Apple iPhone and Android devices.

• Maintain accurate hardware asset inventory for all desktops, laptops, and monitors, including loaner and spare equipment, in accordance with Standard Operating Procedures.

• Oversee equipment moves, additions, and changes, including the setup of new user hardware, maintenance of existing hardware, and the regular physical relocation of printers, computers, monitors, and other equipment.

• Manage accurate printer inventory and promptly notify the account manager of any adds, moves, or changes per Standard Operating Procedures.

• Provide second-level support for the Service Desk, including after-hours on-call duties.

• Deliver end-user support for all firm-standard applications and peripheral hardware.

• Accurately document support requests, troubleshooting steps, resolutions, escalations, and knowledge base updates in the Service Desk call tracking system.

• Research issue resolutions using available tools, including the internet and other online knowledge bases.

• Anticipate issues proactively and serves as an escalation point for unusual or complex procedural and process-related problems.

• Develop solutions for atypical or infrequently occurring situations based on existing precedents and procedures.

• Maintain technical proficiency through participation in in-house and external training programs.

• Continuously develop skills, knowledge, and capabilities to improve processes and procedures, and stay current on industry trends and developments.

• Maintain confidentiality of firm information.

• Some travel may be required.

Knowledge, Skills and Abilities:

• Strong understanding of the firm's technology environment, including the ability to anticipate the impact of changes to processes and procedures.

• Solid knowledge of network protocols (TCP/IP), LAN/WAN configurations, Windows networking, and remote access technologies, including VPN.

• Solid knowledge of mobile devices and proven experience troubleshooting mobile device issues, as well as printers and peripheral devices.

• Excellent customer service skills with the ability to communicate effectively with clients, attorneys, and staff at all levels.

• Ability to develop and document clear, accurate operational procedures.

• Excellent verbal and written communication skills, with the ability to interact professionally with individuals at all levels and external vendors.

• Proven ability to work independently with minimal supervision and collaboratively as part of a team, supporting consistent and efficient workflows across remote, hybrid, and in-office environments.

Required Education:

• Bachelor’s degree or any combination of training, education and experience that demonstrates the ability to perform the duties of the position.

Certification(s):

• Microsoft certifications beneficial.

Required Qualifications:

• Minimum six (6) years of experience in information technology working in a law firm or other professional services environment.

• Experience with hardware and software troubleshooting procedures.

• Proficient in all current versions of the Microsoft Office, Microsoft 365, Windows Operating Systems, Exchange environments, and Active Directory.

Preferred Qualifications:

• Experience working in a professional service or law firm environment.

The Firm will comply with any applicable city or state workplace mandates in effect in regards to Covid-19. 

This position description is intended to describe the general content of and requirements for the performance of the job.  The statements contained in the position description are not necessarily all-inclusive and additional duties and responsibilities may be assigned as determined by business needs.

This position description does not constitute a written or implied contract of employment.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

By applying for this position, you agree and understand that Troutman Pepper Locke will process your Personal Information pursuant to the terms of our Worker and Applicant Global Privacy Notice. If you have questions about our data handling practices, or you are a resident of California, the United Kingdom, or the European Union and wish to exercise your privacy rights, please contact us at privacy@troutman.com. 

Equal Employment Opportunity
Troutman Pepper Locke adheres to a policy of equal opportunity and will make all employment decisions, which include hiring, promotion, transfer, demotion, evaluation, compensation and separation, without regard to race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, pregnancy, citizenship, disability, genetic information, marital or armed forces status and any other classification as protected by law.

Compensation is dependent on several factors, such as position, location, market, education, training, and/or experience.

$70,000.00 - $90,000.00