Deskside Support Analyst - Charlotte, NC

Our client in Charlotte, NC is seeking a Deskside Support Analyst to join their team.

Job Title: Deskside Support Analyst

Location: Charlotte, NC

Pay Range: $35-37/hr.

ESSENTIAL DUTIES AND RESPONSIBILITIES (include, but are not limited to, the following):

• Performs Tier 2 in-depth technical support for 2,000 computers, 1,000 printers, 225 software applications, and 1,100 mobile devices (i.e., smartphone, etc.)

• Provides Tier 2 technical support during normal business hours and routinely provides Tier 2 after hours and weekend technical support

• First responder to security events and incidents to quickly neutralize threats to the Firm

• Supports the DevOps Continuous Integration and Delivery pipeline by serving as a primary test group focusing on performance, stability, connectivity, functionality, and integrations for new software, feature updates, security patches, or new procedures

• Provides technical support services and solutions to one primary office and requisite home office support for personnel assigned to the primary office

• Provides backup technology support services and solutions to the additional 22 offices and home office support for up to 1,200 employee home offices

• Monitor local deskside ticket queue and provide a timely response for in-person support calls escalated by the Help Desk

• Monitor firmwide second level ticket queue to correct problems requiring elevated permissions or in-depth analysis and troubleshooting

• Documents procedures and suggests improvements

• Communicate technology issues and outages to attorneys and staff.

• Supplement the Systems Administration and Security teams to cover planned absences or assist with projects initiated by those groups.

• Conducts onboarding of new personnel, including computer setup, data imports, contacts, calendars, and special software

• Conducts offboarding actions for departing personnel, including receiving firm equipment, data, contacts, and calendar exports

• Collaborate with Systems Engineering for the Firm's baseline image (i.e., operating system, applications, and integrations)

• Maintain loaner pool of laptops, MiFis, and other devices

• Work with departing attorneys and staff to collect equipment

• Assist with data transfers for clients or employees who are leaving or joining the Firm.

• Coordinate phone setup and placement.

• Printer support and maintenance.

• Install firm-approved software.

• Maintain inventory of all computer equipment.

• Prepare laptop computers to be returned to the leasing vendor.

• Perform bi-weekly checklist tasks of conference rooms which include checking the supply bin levels.

• Assist in video conferencing setup and coordinate video conference troubleshooting.

• Conducts setup and tear down of trial site operations room at remote locations

• Complete assigned special projects

• This job requires occasional travel to support various obligations

QUALIFICATIONS: An individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE:

• Associate's degree (A. A.) or equivalent from two-year college required. A four-year degree and industry certifications are not required but are highly favored.

• CompTIA A+ certification is required for this position. AA or BS Degrees in Information Technology supersede the CompTIA A+ Certification. CompTIA Security+ certification is required but may be obtained within the first six months of employment and must be completed for continued employment.

• Certifications in Microsoft Office and Microsoft Engineering are preferred but not required.

LANGUAGE SKILLS: Ability to read, analyze, and interpret instructions, policies, and procedures. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from peers and management. Ability to communicate with attorneys and staff and provide rapid and responsive customer service.

TECHNOLOGY SKILLS: Must be extremely well versed in the usage and troubleshooting of the Microsoft Windows operating system platform. Must have advanced skills in the usage and troubleshooting of Microsoft Office products, most importantly Word, Excel and PowerPoint. Must have printer and computer hardware repair skills. Industry certifications proving proficiency in these areas are highly favored. Experience with legal-specific software and practices highly favored.

If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!

About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells

ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands - Manpower, Experis, Talent Solutions, and Jefferson Wells - creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 ManpowerGroup was named one of the World's Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent.

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.