End User Support Analyst

Boston, MA 02116

Job Type: Desktop Support Job Number: 6324 Salary Range: 85,000-107,000

Job Description

End User Support Analyst

  • Provides support for specific hardware such as desktop and notebook computers (PC and Mac), system peripherals, iPhones, iPads, wireless connectivity, printers, and Multi-Function Printers (MFPs).  Understands set up, configuration, and use of dual monitor displays and other specialized hardware configurations.
  • Understands configuration of firm operating systems and utilities.  Preserves user data and images systems.  Follows established policies and procedures in supporting applications and hardware.
  • Provides software/hardware support and troubleshooting for programs, meetings, trials, etc., working off-site as required.
  • Provides setup and support of trial/off site infrastructure (routers, switches, and servers).
  • Conference Room and Hardware Support
  • Logs technical support incidents and requests into the ticket management system from live calls, email, and voice mail systems.  Monitors support center incidents and service requests assigned to the team to ensure department service levels are met for responding to and resolving incidents on premise and in remote environment.  Provide updates to incidents and service requests indicating acted upon resolution and communication to user.
  • Assists with user account management; creates, adds, changes, or deletes account information for various systems as necessary.
  • Provides desk-side training as needed.  May deliver training on Firm standard hardware and software as well as specialized software and hardware used in the office as needed. Skilled in the use of MS Teams, Zoom, WebEx and other online collaboration tools to facilitate training.
  • Assists Infrastructure team with server maintenance, configuration, and troubleshooting adhering to firm standards and guidelines.
  • Follows firm change management policies and procedures when introducing changes to the environment.
  • Participates in Team on-call rotation and may need to be reachable via the Firm provided iPhone outside of standard working hours as needed.
  • Manage and maintain asset inventory of office technology equipment for any updates, changes and additions including arranging for repairs with vendors
  • Trial/Off Site Support

Ideal Candidate      
  • Four to five years PC experience with hardware and software knowledge.  Understanding of LAN/WAN and server concepts.
  • Strong knowledge of Windows OS required.  In depth knowledge of Microsoft Office programs, including Word, Outlook, Excel and PowerPoint.
  • Law firm or professional services experience preferable.


Meet Your Recruiter

Leonard Bellezza
VP of Recruiting

Leonard is a graduate from Montclair State University with a degree in Marketing with a concentration in Sports, Events and Tourism. He has been with The Phoenix Group since 2018. He was brought into the recruiting industry by a friend who previously worked at TPG. In his free time, he enjoys playing golf and watching sports. 

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