Job Description
JPC Partners is looking for a Senior User Support Analyst that will be responsible for supporting Windows 11, the Microsoft Office Suite and all firm applications including document management, the financial platform and the remote access systems in a networked environment. This role requires working on site five (5) days in the firm’s Philadelphia headquarters.Primary responsibilities include:
- Responsible for end-user support, including ticket escalation from junior support analysts for all Firm applications and peripheral hardware including cloud platforms during normal business hours and regularly scheduled assigned on-call hours.
- Research to identify, diagnose and resolve IT issues and resolutions of end user support requests.
- Continue to develop skills, knowledge and an ability to improve processes and procedures by keeping up with current IT trends and developments.
- Ensure all end user support requests are entered in the Help Desk call tracking system.
- Responsible for developing training material and user documentation.
- Provide support for Teams and Zoom AV conferences and meeting platforms;
- Assist in managing and maintaining hardware asset inventories of desktops, laptops and printers and other devices.
- Responsible for moving, setting up and implementing changes to firm issued hardware, including printers, computers, monitors (ability to move 25-50lbs).
- Manage network printer/copier setup and changes.
- Provide support for firm approved and issued mobile devices, including, Apple iPhone and Android devices.
- Excellent customer service and the ability to communicate effectively with attorneys, staff and clients; able to work well as part of a team.
- Knowledge of all current versions of the MS Office Suite, Windows Operating Systems, Exchange online environment and Active Directory/Azure.
- Understanding of LAN/WAN configurations, Windows networking and remote access technologies including VPN.
- Knowledge and understanding of network protocols (i.e. TCP/IP, printers and peripherals) and Cloud SaaS, PaaS and IaaS solutions.
- General Knowledge of Cybersecurity, Disaster Recovery and Security Awareness issues.
- Solid knowledge of other mobile devices, iPhone, Android devices and experience with troubleshooting.
- Advanced experience supporting iManage document management platform and integrated applications.
- Familiarity with help desk ticketing systems such as Fresh Service is also a plus.
- Knowledge of cloud based VOIP phone systems is also a plus.
- Some travel to other offices in the US may be required.
- Bachelor’s degree in Information Technology is preferred or equivalent training, education and experience demonstrating the ability to perform the required duties of this position
- Experience with hardware and software troubleshooting procedures and best practices.
- Microsoft certifications preferred.
Numbers & Facts
| Location | Philadelphia, Pennsylvania |
| Industry | Computer/IT Services |
| Company Size | 20 to 49 employees |
| Year Founded | 2004 |
| Website | http://www.jpcpartners.com |
About Company
JPC Partners
Founded in 2004, JPC Partners has established itself as a premier provider of top talent to employers throughout the Eastern United States from Start-ups to Fortune 500 companies.
Services
Retained Search
When it comes to executive searches, we know how important it is to find a partner who can understand your needs, recruit best-in-class talent, and work collaboratively towards a successful hire. With a deep understanding of our practice areas and solid, collaborative relationships with industry leaders, we drive top performance in the executive recruiting sector, delivering a better experience for both our clients and candidates.
Direct Hire Staffing
Focus on running your business while JPC handles the hiring process for you. We will evaluate the position; source qualified candidates; screen, interview, test and assess each one; and check backgrounds and references – all to ensure you hire a top performer.
Contract Staffing and Contract to Hire Staffing
Our clients can try out an employee on the job for a predetermined period of time, before making a full-time hiring decision. This allows our clients to evaluate the candidate in a true work setting to ensure a great fit.
JPC focuses on providing expert resources for each assignment based on your unique requirements developed through customer collaboration.
JPC is able to attract and retain technology experts and consultants through our sourcing network and data base built on over thirty years of business and information technology contacts including personal and professional referrals. We are able to attract and retain our IT consulting professionals with a compensation model that rewards excellence and places our consultants among the best paid in the industry while pricing our services at very competitive rates that provide value for our clients and keep our staff motivated.
JPC helps our clients place IT talent in the following and other areas:
- CEO / CTOs / CIOs / VPs of IT
- Application and Infrastructure Directors
- Project Managers
- Business Analysts
- Database Administrators
- Technical Writers
- Network Architects and Administrators
- Software QA / Testers
- Systems Architects
- Application Developers
- Application Architects
- Web Developers
- Data Warehousing
- Business Intelligence
- IT Auditors
- Network Engineers
- Programmer Analysts
- Mobile Application Developers
Temporary Staffing
Increase your workforce – without adding to your overhead. With JPC’s temporary staffing solutions, you’ll get the people you need, when you need them, to fill in for short- or long-term projects.
Skills
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