Technology Support Analyst

Essential Functions and Responsibilities:

• Participate in our ACD system as directed and monitor the Information Technology (IT) Help Desk ticketing system to ensure that issues and requests are resolved or escalated per established Service Legal Agreements.
• Provide desk-side technical support including troubleshooting hardware and software issues.
• Coordinate the day-to-day operational IT activities including new hire set up, audio and video conference presentations, office moves, departures.
• Collaborate with local office management and tier III technology management on projects such as infrastructure/network upgrades, power outages, office expansions and relocations, audio visual implementations.
• May assist in the performance of monthly infrastructure maintenance.
• May physically assist in supporting infrastructure in one or more offices. (Ex. cabling, act as remote set of hands for others.)
• Participates in minimum of 85% of pre-pilots and reports findings.  Becomes familiar with each change.
• Creates, edits and maintains our knowledge base articles.
• Is well-versed in firm and IT department technology policies and procedures and actively promotes their adherence. May make recommendations to add or change policies or procedures.
• May engage vendors for secure asset disposal per Firm policy.
• Manage local office IT asset inventory and equipment purchase requests for laptops, desktops and peripherals.
• Fosters team cohesion through building effective working relationships and guides less experienced team members.
• Participates in firm, regional and local projects as directed by performing individual specific tasks in support of the project.
• May coach and help train team members.

Job Specifications:

• Associate degree in a related field preferred
• At least five (5) years of related work experience
• Advanced knowledge of Microsoft Office Suite (Excel, Outlook, PowerPoint, and Word)
• Experience with macOS a plus
• Advanced knowledge of managed mobile devices
• Strong written and verbal communication skills
• Strong organizational skills
• Strong motivational and presentation skills
• Strong research and analytical skills
• Strong customer service skills
• Ability to work under tight deadlines and prioritize responsibilities
• Ability to work effectively in a fast-paced and changing environment
• Ability to handle and maintain confidential information
• Ability to travel work flexible and/or fluctuating work hours
• Ability to work independently and under own direction and initiative
• Ability to implement continuous improvement
• Ability to develop and maintain productive relationships with users and IT teams
• Awareness of project financial guidelines and acts with cost awareness

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Successful candidates will be provided with outstanding career opportunities and will receive a competitive total rewards package with the opportunity to earn performance-based bonuses.

     Target Hiring Range $107,000 - $136,000

Please note that quoted salary ranges are not guarantees of what final salary offers may be. Base pay is based on market location and may vary depending on job-related knowledge, skills, experience, and geographic location. Base pay is only one part of the Total Rewards that MWS provides to compensate and recognize our staff professionals for their work. Full time positions are eligible for a discretionary bonus and a comprehensive benefits package.