Large, international law firm has an opening for an IT Service DeskAnalyst. to provide accurate and timely first level support to all Firm personnel on software, hardware, basic network/Citrix, and remote access issues. This position requires employees to sit and speak on the telephone with internal customers for extensive periods of time, maintaining a first-class sense of customer service. Please read the responsibities listed below as well as the knowledge and skills required for this position before applying.

ÂBelow are the responsibilities for the position:

ÂÂÂÂÂÂÂÂProvide technical support to users via telephone, email and remote access tools for the purpose of analyzing, troubleshooting and resolving hardware/software, basic network/Citrix, and remote access issues.

ÂÂÂÂÂÂÂÂProvide subject matter expert advice/support on firm applications/systems.

ÂÂÂÂÂÂÂÂAssists other service desk analysts and IT staff in other groups as required to meet established SLAâs.

ÂÂÂÂÂÂÂÂEscalates support incidents in accordance with established procedures.

ÂÂÂÂÂÂÂÂMaintains ownership of all support incidents until completed, including those that are escalated to other departments.

ÂÂÂÂÂÂÂÂThoroughly documents with appropriate detail all support requests/tasks into the firmâs Incident Management System according to established guidelines and quality standards.

ÂÂÂÂÂÂÂÂPerforms general systems administration duties (Active Directory group manipulation, assigning/removing permissions, understanding and utilizing the Citrix Program Neighborhood, troubleshooting Citrix profile issues, understanding and manipulating local and Citrix drive mapping issues, etc.)

ÂÂÂÂÂÂÂÂRoutinely checks department voicemails and emails and addresses all requests in a timely manner.

ÂÂÂÂÂÂÂÂParticipates in rotation of coverage for after-hours support on evenings and weekends.

ÂÂÂÂÂÂÂÂÂAssists TrainersÂÂ with providing one-on-one training for specific topics as needed.

The following education, experience, knowledge and skills are required for this position:

Education:

Bachelorâs Degree preferred or equivalent experience.

Experience:

Minimum 3-5 years in a Customer Support call center environment required, preferably in a professional services environment.

Technical Knowledge (required):

ÂÂÂÂÂÂÂÂAdvanced knowledge and technical troubleshooting skills with Microsoft Office 2003 (Word, Excel, Outlook, PowerPoint).

ÂÂÂÂÂÂÂÂExperience supporting and troubleshooting Adobe Reader/Acrobat Professional; time entry programs such as Carpe Diem/DTE Entry; Document Management systems such as OpenText/iManage; compare tools such as DeltaView.

ÂÂÂÂÂÂÂÂExperience with Blackberry devices, desktop computers/laptops, monitors and printers.

ÂÂÂÂÂÂÂÂExperience using, navigating and troubleshooting issues in Windows XP Professional (i.e. Explorer, profiles, registry, as well as a general understanding of policies and login scripts)

ÂÂÂÂÂÂÂÂExperience in Citrix environments, including but not limited to the Citrix Program Neighborhood.

ÂÂÂÂÂÂÂÂFamiliarity with Active Directory user and computer objects, and manipulating group membership.

ÂÂÂÂÂÂÂÂMust have a general understanding of servers and networks.

ÂÂÂÂÂÂÂÂExperience with remote access technology such as Citrix and VPN.

ÂÂÂÂÂÂÂÂFamiliarity with anti-virus applications, removing and troubleshooting virus/spyware/malware issues.

ÂÂÂÂÂÂÂÂExperience and proficiency with Incident Management Systems such as Remedy, Heat and Track-It.

ÂÂÂÂÂÂÂÂExperience and proficiency using Knowledge Base Systems (internet based and/or internal).

Â

ÂÂÂÂÂÂÂÂSoft Skills and Abilities (required):

ÂÂÂÂÂÂÂÂMust be committed to achieving the firmâs Service Level Agreement(s).

ÂÂÂÂÂÂÂÂPossesses exceptional customer service skills and ability to interact effectively and politely with all levels of personnel.

ÂÂÂÂÂÂÂÂIs successful in working as a cohesive team and exhibits respect, cooperation and willingness to assist at all times.

ÂÂÂÂÂÂÂÂAlways maintains a positive attitude and strong customer service skills under stressful conditions and short deadlines.

ÂÂÂÂÂÂÂÂPossesses strong problem solving, analytical and troubleshooting skills.

ÂÂÂÂÂÂÂÂThoroughly understands and adheres to departmental policies, procedures, reporting and support processes.Â

ÂÂÂÂÂÂÂÂAbility to quickly learn and understand the firmâs environment.

ÂÂÂÂÂÂÂÂMust have a strong interest in new technologies and adapt well to change and grasp new ideas quickly.

ÂÂÂÂÂÂÂÂEffectively articulates ideas and technical subject matter to users and peers in a manner that is easily understandable.

ÂÂÂÂÂÂÂÂExercises good judgment and takes initiative to anticipate user needs.

ÂÂÂÂÂÂÂÂIs competent in analyzing complicated/difficult situations with careful attention to detail.

ÂÂÂÂÂÂÂÂEffectively manages time and multiple tasks within specific time frames.

ÂÂÂÂÂÂÂÂQuickly adjusts to changing priorities and departmental processes.

ÂÂÂÂÂÂÂÂFollows oral and written instructions accurately.

ÂÂÂÂÂÂÂÂCan work independently with minimal direction.

ÂÂÂÂÂÂÂÂPossesses excellent written and verbal communication skills.

ÂÂÂÂÂÂÂÂExhibits excellent attendance and punctuality.

Excellent benefits package; salary commensurate with experience. Please send resume, including salary history, toHoustonHR@bakerbotts.comÂ