Analyst, On-Site IT Support

The Analyst, On-site IT Support will ensure the proper functioning of personal computing and office technology so that end users can most efficiently and effectively accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving customer requests and escalations from the Technology Help Desk. Problem resolution will involve the use of incident management tools, as well as hands-on support at the on-site level.

Main responsibilities:

• Perform hands-on fixes, including installing and upgrading software, installing hardware, managing mobile devices, supporting video conference equipment and software, and configuring applications
• Own and drive issues to resolution, including escalation to specialized resources within the broader IT organization; Remain engaged on issues until resolution
• Provide technical support for client facilities such as video conferencing and in-room systems, along with audio conferencing services
• Participate in improvements as they relate to the on-site IT environment
• Demonstrate thorough knowledge of the organization’s information security management system; Assist customers to work efficiently within the ISMS framework
• Test fixes to ensure problems have been adequately resolved
• Perform post-resolution follow-ups to customer requests
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Field incoming requests from customers via telephone, mail, or instant messaging applications in a courteous manner
• Build rapport with customers
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Prioritize and escalate problems (when required)
• Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Understand the essential responsibilities of the position and work continuously to build and improve the skills necessary to be proficient in the role
• Support, operate, and maintain AV equipment for live meetings and events
• Provide support and demonstrate expert knowledge for online webinar tools and applications

Skills and experience:

• Strong experience in the field of computer science, information sciences, or a related field
• Microsoft MCP is desired or another appropriate certification
• Strong knowledge of computer hardware with a focus on workstations and laptops
• Experience with Microsoft Windows 11
• Significant application support experience with Microsoft Office 365 or higher
• Proven track record of working under Service Level Agreements and a Service Desk framework, along with responding to, managing, and resolving support desk tickets
• Experience working in a team-oriented, collaborative environment
• Proficient in English in cases where support needs to be provided in languages other than English
• Flexible to work on projects and tasks outside of business hours and on weekends to ensure minimal disruption to the business will be necessary from time to time

About us

At Baker McKenzie we are different in the way we think, work and behave. With our team of 13,000 people, including over 6,500 locally admitted lawyers, in over 70 offices worldwide, we have a passionately collaborative community of 60 nationalities and are committed to world-class career development to everyone in every job at every level. Baker McKenzie can offer you both the uncompromising commitment to excellence expected of a top firm paired with a passionately global and genuinely collaborative working environment.

Additional Information

Baker McKenzie is an Equal Opportunity Employer. We are committed to promoting diversity and inclusion for all. Our unique international culture is reflected in the drawing together of a worldwide family of individuals from diverse cultures and backgrounds in all of our offices. We encourage the best people – regardless of race, religion or belief, if any, gender, gender identity, disability, sexual orientation or age – to fulfill their professional aspirations with us. We are committed to ensuring an inclusive and accessible experience for all candidates.

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