IT Support Center Analyst Job at McCarter & English (Newark)

Job Description

McCarter & English is seeking an IT Support Center Analyst. The primary function of this position is to provide support for all service requests that come to the Support Center via phone, email and walk-ins. These include applications, administering of software and handling of special projects. This position will be based out of our Newark, NJ office.

Job Responsibility

Provide 1st level support to McCarter end-users
Answer questions, provide phone-based training on higher-level functionality, and troubleshoot technology problems for McCarter Users
Escalate unresolved problems to Endpoint Technician(s) and/or Administrator(s) where appropriate
Follow up on escalated issues with the appropriate IS employee and the technology end-user
Participate in the maintenance of call tracking application
Enter tickets in at the time of call
Indicate resolution technique in the Details of each ticket
Update the status of unresolved incident tickets with most current information
Route tickets to appropriate parties according to IS Policy
Contact end-user when call is “resolved” by other IS groups to ensure an accepted resolution and closure of the ticket
Monitor open tickets that you have routed, assist when possible, close when appropriate
Cooperatively Troubleshoot escalated issues
Disseminate new information to Support Center Team Members when appropriate
Follow Participate in special projects, and/or act as ‘point person’ or ‘liason’ where approved by Support Center Management
Including, but not limited to, testing of new and/or updated templates and macros and reporting findings to appropriate IT group in order to ensure stability prior to firm-wide release
On the spot decisions while assisting customers on the phone
Determine incident severity and customer’s level of urgency
Check Knowledgebase for recommended troubleshooting
Know when to escalate issues to support staff outside of the Support Center

Requirements

A minimum of 2 years of experience in IT Support Services
excellent communication and interpersonal skills, including appropriate telephone manners
a working knowledge of Microsoft Word and Outlook at a highly proficient level
ability to work effectively with all organizational levels individually and as part of a team and to communicate effectively with all levels of management and staff
ability to remain calm in pressure situations, adapt quickly to change and deal with stress associated with a fast paced work environment
ability to take the lead on projects and problems when requested or as appropriate and to make judgment decisions and use initiative to anticipate end-user needs
ability to adapt to changing work situations and grasp and apply new ideas quickly
Computer Skills: Applications including, but not limited to Microsoft Office 365, Litera Compare, BigHand Metadata Assistant, Best Authority, Intapp Time Entry, Easylink, Tungsten Power PDF, Adobe Acrobat, iManage DMS, BigHand Numbering Suite or other vendor Numbering Suite applications, Interaction, Active Directory, ShareFile or other FTP type service, MS Edge/Google Chrome settings, understanding of Android/iPhone
Strong ability to learn new applications
Interpersonal Skills: Active listening, tone and professional demeanor with McCarter end-users
Professional demeanor with other members of McCarter IS staff
Ability to maintain composure during system application/hardware outages or when call volume may increase due to a reported outage
Communications Skills: Articulate clearly, with empathy when needed while managing expectations
Ability to de-escalate or mitigate anxious end-users
Concise writing skills

What we offer

Eligibility for discretionary bonus
Firm-Paid: Basic life and accidental death and dismemberment (AD&D) insurance and short-term (ST) and long-term (LT) disability benefits
Health & Wellness: Comprehensive medical/prescription drug coverage (the Firm pays a share of the cost), including a high deductible health plan with an annual Firm health savings account (HSA) contribution
Employee-Paid Voluntary Benefits: Dental and vision coverage, supplemental health plans (accident, cancer and critical illness), flexible spending accounts, optional life and AD&D insurance (supplemental employee, spouse and child) and supplemental STD coverage
Retirement: 401(k) plan offering three types of contributions: pre-tax, Roth and after-tax contributions
Time Off: Paid Time Off (PTO), paid holidays, and leaves of absence to support work-life balance (e.g. parental leave)
Free and confidential employee assistance program (EAP) and behavioral health services program
Firm-paid back-up child/elder care, academic support and pet care program
Tax-advantaged college savings 529 Plan
Employee discounts through Working Advantage

McCarter & English - All Job Offers

Select Country

IT Support Center Analyst

Job Description

Job Responsibility

Requirements

What we offer

Looking for more opportunities?

IT Support Center Analyst

Digital Excellence Center - Support Analyst

Analyst, Sr Support Center

IT Clinical Service Support Analyst

IT Clinical Service Support Analyst Associate

Help Desk/Desktop Support Analyst

Help Desk/Desktop Support Analyst

Help Desk/Desktop Support Analyst

Power Apps Support Analyst L1

Our AI answers in your language