Technology Support Analyst (L2)

Who We AreArentFox Schiff is an award-winning, globally recognized law firm that delivers sophisticated, innovative, and practical legal solutions to clients around the world. With more than 600 lawyers and policy professionals, ArentFox Schiff's expertise is sought out by Fortune 500s, start-ups, international governments, non-profits and trade associations, and private individuals.Our work spans highly complex, global matters as well as the deeply personal issues that shape the lives of individuals and communities.Why Join UsAt ArentFox Schiff, we know that diverse backgrounds produce different perspectives, richer thinking, and more creative solutions to the challenges our clients face. We hope you share that vision. Join us and take on the challenge of doing meaningful work while helping us build upon a culture that reflects our dedication to diversity, equity, and inclusion. We base all of our employment decisions on merit and do not discriminate on the basis of any legally protected characteristic.Job DescriptionThe Technology Support Analyst (Level 2) provides advanced technology support and customer service to all firm employees. The Technology Support Analyst (Level 2) works in tandem with the level 1 Technical Support team to resolve inquiries to a wide range of technology requests, including firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices quickly and accurately, as well as providing training/knowledge transfer to Level 1 analysts. The Technology Support Analyst (Level 2) will act as the first escalation point for the Level 1 Technical Support team. They will collaborate with Level 3 analysts to research and troubleshoot complex high priority and high impact issues while ensuring a high degree of customer service. The Technology Support Analyst (Level 2) will help facilitate and support the daily operation of AV technology services for all conference rooms in the local office. The Technology Support Analyst Level 2 is responsible for providing individual and small group education on firm-supported software and hardware, will identify training needs, prepare training materials, conduct new onboarding training.ESSENTIAL DUTIES AND RESPONSIBILITIES*Provide onsite and remote advanced technology support to employees in all firm locations relating to firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices.Diagnose, troubleshoot and resolve escalated software, hardware, security and network incidents from Level 1 Technical Support team, escalating to Level 3 analysts or higher-level support as needed.Provide explanation and training to Level 1 Technical Support to build technical knowledge, including firm policies and procedures.Use remote control tools to assist customers when needed.Clearly and concisely log details using the Technical Support ticketing system, including the opening, closing, resolution, escalation, and tracking of user requests. When escalation to Level 3 or higher-level support is required, ensure information is thorough and current to ensure an effective handoff.Provide regular status to customers for issues that need time to troubleshoot and research, including updating the Technical Support ticketing system until the request is completed.Anticipates customer needs and proactively identifies solutionsTranslates technical concepts into easy-to-understand language to assist non- technically oriented customersPerforms new arrival technology onboarding/setup to ensure that new hires have all necessary knowledge, information and access to perform their rolePerform ongoing individual and small group education on firm-supported software and hardwareas * neede