Technology Support Analyst II

McCann Partners is supporting a firm based in Miami hiring a Technology Support Analyst for 6+ month contract engagement. This is a 100% Onsite engagement.

POSITION OVERVIEW
The Technology Support Analyst II is responsible for day-to-day support of PC hardware and software.  This includes installing, diagnosing, repairing, maintaining, and upgrading of personal computers and related systems.  The candidate must have strong analytical skills and the ability to operate in extreme high-pressure situations, successfully handle multiple priorities and possess a high level of discipline while remaining flexible.  The candidate should also be able to work independently when working remote when required.  The individual may also be supporting remote trial setups and support. The individual may also be asked to assist the Global IT Service Desk by providing phone support to our customers if needed. 
In addition to demonstrating considerable experience in the areas of responsibility listed above, the successful candidate will demonstrate expertise in providing prompt, professional and courteous services on all customer requests, problems, and queries.  The candidate must have excellent oral and written communication skills, must show strong interpersonal and customer service skills, and will have the ability to be process-oriented yet flexible.  The candidate must be able to interact with individuals in all levels of the Firm’s business.  He or she must be able to work well with other technical teams to provide troubleshooting steps to aid in resolution of desktop computing issues.  The candidate will assist with conference technology set-up and support.
This role requires participation in firm wide maintenance window with occasional overtime on weekdays and weekends, especially during technology rollouts. 
This position requires the individual to be in the office 100% of the time.
ESSENTIAL FUNCTIONS

(This list is not exhaustive and may be supplemented and changed as necessary.)

• Excellent judgment in assessing user issues; intermediate trouble-shooting methodology.
• Ability to work to the best resolution either through own knowledge or proper, timely escalation.
• Proficient in Windows 11 OS and core application suite; including the Microsoft Suite and various client applications.
• Intermediate knowledge of Remote Computing and Citrix experience.
• Intermediate PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues
• Intermediate knowledge of iOS setup and troubleshooting.
• Knowledge of networks including wireless experience.
• Intermediate understanding and knowledge of Voice over IP (VOIP) telephone systems.
• Demonstrates the willingness and ability to help other team members on difficult issues.
• Documents new findings/solutions and processes
• Adheres to use of call ticketing system for each incident (e.g. request, issues, etc.).
• Understands and follows ticket ownership guidelines and system usage.
• Solid ability to research information through internal and external sources.
• Adheres to written procedures, checklists and all quality control associated with project rollouts.
• Participates in on-call and overtime on an as needed basis.
• Ability to setup and troubleshoot video and audio in conference rooms.
• Support the day-to-day Conference Center Technology operational needs. Set up audio conferences (microphones, sound systems, speakerphones, conference calls).

• Set up and Support remote Zoom, WebEx, MS Teams and Remo events.

• Set up presentation equipment (LCD projectors, screens, videos).
• Become proficient on the operation of the client’s Crestron program.

QUALIFICATIONS
Education, Work Experience, Skills

• Education. Computer Science or Technical qualification
• Minimum of 5 to 6 years of experience in a professional services environment, law firm experience preferable.  
• A+ and/or Microsoft certification are desirable.
• Strong verbal and written communication skills.
• Must be able to demonstrate strong interpersonal and customer service skills and will have the ability to be process-oriented yet flexible.
• Audio Visual experience a plus.

Core Technologies

• Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues.
• Knowledge and the ability to support Microsoft operating system, including networking component, hardware, peripheral devices.
• Knowledge and experience in conference center environment.

Current Technologies

• Microsoft Windows 11
• M365
• OneDrive
• iManage Work
• Cisco AnyConnect
• Citrix Xen Desktop
• Polycom and Cisco Video Conference Systems
• InTune
• Avaya
• iOS for iPhones/iPads
• Microsoft Authenticator
• ServiceNow
• Lenovo and HP laptops and desktops

WORK ENVIRONMENT

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and multifunction printers.