Troutman Pepper - Richmond, VA
posted 3 months ago
The Information Technology Department at Troutman Pepper is responsible for the firm's computer and telephone systems, ensuring that all technology-related needs are met efficiently and effectively. The IT Technical Support Analyst plays a crucial role in this department, tasked with installing, supporting, maintaining, and tracking all firm computer and telephone equipment. This position also involves providing support for the Microsoft Office Suite and Desktop Operating Systems within a network environment, ensuring that all users have the necessary tools to perform their jobs effectively. In this role, the analyst will be responsible for managing moves, equipment additions, and changes, which includes setting up new user hardware and maintaining existing hardware. This may involve regularly moving printers, computers, monitors, and other hardware to accommodate the needs of the firm. The analyst will also provide support for audio-visual needs, working closely with the Audio Visual team to facilitate web-enabled meetings and other events. Additionally, the IT Technical Support Analyst will provide offsite IT support for firm-related events, such as seminars and marketing events, ensuring that all technology functions smoothly during these occasions. The role includes managing an accurate hardware asset inventory for all desktops, laptops, and monitors, including loaner and spare equipment, as required by Standard Operating Procedures. The analyst will also be responsible for managing printer inventory and promptly informing the account manager of any necessary changes. The position requires providing second-level support for the Help Desk, including after-hours on-call duties, and first-level telecom support, including managing the voicemail system. The analyst will ensure that all end-user support requests are entered into the Help Desk call tracking system and will research possible issue resolutions using available tools, including online knowledge bases. Continuous professional development is essential, and the analyst is expected to participate in both in-house and external technical training programs to maintain technical proficiency. The role demands excellent customer service skills, effective communication with clients, attorneys, and staff at all levels, and the ability to work well as part of a team. The analyst must also be capable of developing and documenting operational procedures and working independently in an office setting. Some travel may be required for this position.