Job description
Faegre Drinker is a firm designed for clients and designed for you. We understand that our people are critical to our success and we are committed to investing in our paraprofessional, administrative and operations professionals. We are always looking for talented, service-focused individuals to join our flexible and high-performing culture. With technology tools and resources that support our hybrid work environment, our colleagues enjoy a culture of learning, support for work and personal goals, opportunities to give back to our communities, and competitive benefits and rewards programs. At Faegre Drinker, you will have the opportunity to share your expertise within and across teams and contribute to our success.
Job Description Summary:
Faegre Drinker has an opportunity for a Technical Support Analyst to work with our Technology Service Delivery team in our Indianapolis offices. You will be part of a dynamic team dedicated to configuring, installing and supporting all desktop hardware, software and related end-user technologies. This position will work with other talented individuals who share a passion for doing great work in the best interest of our clients.
Job Description:
What you would do:
- Maintain a high level of customer satisfaction by resolving user reported issues; provides frequent and clear communication to users, and partners with other support teams to ensure expedient response time
- Troubleshoot and resolve end-user computing issues related to desktop hardware and software
- Work directly with end users to provide quick service restoration and subsequent updates regarding final resolution
- Manage and coordinate hardware shipments, conduct inventories, and configure, install and move a variety of computer hardware and equipment
- Work with other offices to coordinate installation, delivery, setup and configuration of computer hardware and software
- Provide input into cross-functional IT groups to ensure a consistent, stable firm image and imaging process
- Participate in the Problem Management process as needed, including identifying incident trends and communicating to third-level teams for awareness and resolution
- Ensure that technical knowledge and inventory records are consistently maintained and updated
- Place and manage service calls to vendors for system and application support
- Provide back-up support to the Multimedia Services group, as needed
- Participate in Support on-call rotation
- Special projects and duties, as assigned
What is expected:
- Ability to problem-solve
- Excellent interpersonal, verbal and written communication skills, including the ability to communicate effectively in a virtual environment (e.g., via phone, web/videoconference)
- Ability to concentrate on tasks, make decisions and work calmly and effectively in a high-pressure, deadline-orientated environment
- Demonstrated ability to use good judgment in taking initiative while asking for direction or clarification and consulting others, as appropriate
- Willingness to be flexible with time and adjust to a changing work environment
- Ability to build and maintain positive relationships, both internally and externally, while maintaining a client service orientation
- Ability to use sound judgment and discretion in dealing with highly confidential information
- Ability to maintain stamina throughout a standard workday, on- and off-site
- Ability to maintain regular attendance and work regularly scheduled hours
- Ability to take direction and accept supervision
- Demonstrated ability to work independently, organize and accurately prioritize work, be detail-oriented, understand when urgency is required and use good judgment in varied situations
- Ability to work effectively with co-workers in a team-oriented, collaborative environment
What we offer:
- Flexible working environment for work-life success
- Opportunity to participate in firm-sponsored volunteer events
- Wellness programming with personalized content and activities
- Professional environment and the opportunity to work with experts at the top of their fields
- Variety of health plan options, as well as dental, vision and 401(k) plans
- Generous paid time off
- Hybrid work arrangement
What is required:
- Bachelor’s degree, preferably in Computer Science, or equivalent work experience
- A minimum of four years’ experience with computer hardware and application support, including configuration, maintenance, and troubleshooting
- Demonstrated proficiency or experience with supported Windows Operating Systems, the Microsoft Office product suite, and common enterprise applications (e.g., WebEx, Skype, Adobe, etc.)
- Familiarity with ITIL Incident Management processes
- Experience supporting mobile devices
- High proficiency in exceptional client service skills
What is preferred:
- Microsoft Certification
- ITIL v3 Certification
- Familiarity using remote tools for support
Faegre Drinker Biddle & Reath LLP participates in the federal government's E-Verify program. With all new hires, we provide the Social Security Administration and, when applicable, the US Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.
Faegre Drinker Biddle & Reath LLP is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants for employment. We do not discriminate on the basis of race, color, religion, age, national origin, disability, sex, sexual orientation, gender, gender identity, gender expression, marital status, veteran or military status, or any other characteristic made unlawful by applicable federal, state or local laws. Equal employment opportunity will be extended to all persons in all aspects of employment, including retirement, hiring, training, promotion, transfer, compensation, benefits, discipline and termination.
Notice to Recruiters and Staffing Agencies:
Faegre Drinker Biddle & Reath (and any subsidiary) has an internal recruiting department and does not accept unsolicited resumes.
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