There's currently a Technical Support Analyst opportunity available in Minneapolis, MN. Open to a variety of experiences, but having some light network exposure experience would be a plus. This is a great opportunity for someone looking to advance their skillsets and career long term. Ideal candidate would have about 2+ years of corporate IT support experience.

Top 3 Skills

• Good communication – must be articulate and able to adapt communication to the audience or individual (s)he is communicating with. Must be able to express technical concepts in easily understandable ways. Must be able to succinctly communicate in both written and verbal form.

• Technical skill – must have solid technical understanding of a modern computing environment in a MS Windows/Office/Networking environment; both software, PC hardware and peripherals (VDI a plus) and basic networking. Must be able to quickly apply skills and knowledge in a dynamic and diverse computing environment; be nimble and able to work multiple issues/channels at once, to bounce between multiple things without losing focus. Must have the ability to quickly troubleshoot hardware and software problems and resolve issues based on technical knowledge and understanding, natural curiosity and logical, big-picture approach.

• Customer service – must have the ability to work with people at all levels of the organization and all technical skill levels with tact, respect/poise even under pressure, while, at the same time, maintaining/upholding the interests of the Information Technology department, data security and compliance in a highly regulated environment.

• Documentation – must be dedicated to maintaining good records and documentation, according to established procedures in a regulated secure environment.

• It is also important that the person understand that this is a completely “hands on” position. With tons of room to grow and learn. They will not be bored and there is great variety in the daily challenges they’ll encounter. That about sums it up.

Notes from Manager:

The ideal candidate would be someone who has provided direct support, as well as some system administration experience, familiarization with Windows and working with Servers; at least with MS Active Directory and Exchange/Outlook. Experience within Professional Services organizations would be a plus.

Job Summary

The client is seeking a Helpdesk Support and Systems Analyst position to our Information Technology department. They are looking for a strong applicant with Analyst abilities and experience to collaborate with a team of four other technical support professionals (the Helpdesk Team) to provide on‐site and over‐the‐phone primary support to around 100 end users in our Minneapolis and St. Paul offices and occasional assistance to 200 additional users in the Plymouth location. If you are someone who likes to dig in and solve issues, has good technical abilities, and enjoys working with people, this position might be for you. This position provides the right applicant the opportunity to make a difference in the organization’s technical support delivery, embracing support opportunities in a dynamic and technically diverse environment. The role handles Helpdesk tickets and takes requests directly from users, as well as participating in firm wide projects and office initiatives. It offers great exposure to many different aspects of technology support, the ability to learn and take on new responsibilities and the opportunity to contribute with experiences and skills you already possess.

Essential Functions and Duties:

1. Function as a primary contact for information technology issues and user problems; primarily in the Minneapolis office, but also as part of the firm wide Helpdesk Team.

2. Monitor and respond in a timely and effective manner to requests received through the IT Helpdesk management system; Zendesk. Carefully and thoroughly document all incidents for proper record keeping and future reference.

3. Manage IT-related tasks for employee/attorney onboarding and termination, including work within Active Directory user and group management, VMware Horizon, Exchange Management and Email Gateway, Azure Authentication and other firm systems.

4. Provide support for many different software systems: Windows 10, Office 2016, Document Management, Template and Macro packages, document comparison software, the firm Intranet, legal-specific applications, security tools, etc.

5. Provide email support to individuals and groups in Outlook 2016 including rules, signatures, calendars, as well as assistance with email gateway (SPAM filter), phishing questions and email on mobile devices.

6. Provide document support on complex documents in Microsoft Office.

7. Install, test/configure various hardware, peripheral devices and accompanying software, drivers, etc. (i.e. printers, dictation equipment, storage devices).

8. Escalate unusual or unresolved issues to the appropriate IT team member in a timely fashion.

9. Assist in documenting all internal procedures. Follow Standard Operating Procedures (SOPs) established by the department and help keep them organized and up-to-date.

10. Follow, support and promote best practices in data security in order to protect computer users and the firm’s clients’ data.

Preferred Education/Experience

• 2 or 4 year degree in an Information Technology-related area of study.

• At least 2 years of prior relevant technical experience.

• Experience with service/incident management/ticketing systems; ZenDesk preferred.

• Responsibility for direct user support.

• PC updating and patching.

• User physical moves and configuration changes.

• Network Administration, Active Directory (reset passwords, create users, group assignment); Microsoft networks preferred.

• Network connectivity/troubleshooting (ping, trace routes, physical cable connectivity, basic DNS commands, network adapter configuration, etc.).

• Experience operating within a Virtual Desktop Infrastructure (VDI); (especially VMware Horizon) preferred.

• Intermediate competence in MS Office 2016 products (Word, Excel, PowerPoint); particularly MS Word experience a plus (document Styles, Numbering, etc.).

• Document management system experience, preferred.

• Complying and promoting compliance to the firm’s security standards.

• Mobile phones support experience (iOS and Android).

• Support of IP Phone systems (account creation, MACs, etc.).

• Law firm working experience highly desirable.

Core Competencies:

• Ability to handle a wide variety of issues with curiosity, organization, and a calm demeanor.

• Excellent customer service focus with sufficient technical skill and understanding to explore, troubleshoot and determine best solutions to issues and problems.

• Ability to perceive and navigate requests and demands, from a broad spectrum of roles and interests, with tact, thoughtfulness, and discretion, while working within the general direction provided by the IT Department.

• Excellent communication; both interpersonal and written. Ability to interact with executives and professionals in keeping with a professional services environment.

• Understanding of the importance of clearly documenting issues and system configurations.

• Ability to maintain and track equipment and software inventory.

• Ability to support and enhance user experiences with hardware and software (email, MS Office, legal and practice-specific applications, web applications, etc.).

• Ability to assess problems and situations from the end user’s perspective and craft responses and recommendations accordingly.

Work Environment and Physical Demands:

This job operates in a professional office environment. While performing the responsibilities of the position, these work environment characteristics are representative of the environment the person in this position will encounter. While performing the duties of this job, the employee will work in a professional, fast-paced office environment that may require additional hours to complete work.

The physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the position. If an employee is unable to perform the essential functions of the position, Messerli Kramer will evaluate whether a reasonable accommodation can be made to enable the employee to perform the described essential functions of the position. Generally, due to the nature of this office position, while performing the responsibilities of the position, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. The employee must regularly lift and/or move up to 10 pounds, occasionally lift and/or move up to 40 pounds. Vision abilities required by the job include close vision.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.