Support Center Analyst

Armstrong Teasdale Llp - Kansas City, MO

Full-time - Entry Level

Remote - Kansas City, MO

501-1,000 employees

Professional, Scientific, and Technical Services

About the position

The Support Center Analyst at Armstrong Teasdale LLP is responsible for providing first-level IT support for hardware and software issues. This role serves as a single point of contact for employees and clients, ensuring high-quality customer service in a fully remote setting. The analyst will troubleshoot various technical problems, assist with account management, and suggest improvements to support procedures.

Responsibilities

• Provides Tier 1 support to customers for hardware/software problems including Firm applications and standard software.
• Responds to technical support requests via telephone, email, and in-person professionally and effectively.
• Troubleshoots, documents, and forwards information to IT personnel when unable to provide solutions.
• Provides basic support for IP Phones, Smart Phones, and iPads/Tablets.
• Performs basic network support and troubleshooting.
• Aids in account resets and unlocks.
• Assists with printer troubleshooting and driver installations.
• Provides basic VPN/VDI, Wi-Fi, and broadband device support for remote users.
• Offers assistance to customers after normal business hours as assigned through an on-call rotation schedule.
• Identifies and suggests possible improvements to Support Center procedures.

Requirements

• High school diploma or equivalent required.
• Four years prior experience in a relevant field required.
• Two years relevant Help Desk experience, preferably in a professional services environment.
• Experience with Document Management Systems required.
• Windows 10 and Office 365 experience required.

Nice-to-haves

• Associates Degree preferred.
• Microsoft Office Specialist: Associate (MOS) certification preferred.
• A+ certification preferred.
• HDI - Support Center Analyst certification preferred.
• iManage experience preferred.
• Knowledge of hardware including printers and scanners preferred.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance