Desktop support analyst job description

Make an impact at Goodwin, where we partner with our clients to practice law with integrity, ingenuity, agility and ambition. Our 1,800 lawyers across the United States, Europe and Asia excel at complex transactions, high-stakes litigation and world-class advisory services in the technology, life sciences, real estate, private equity and financial industries. Our unique combination of deep experience serving both the innovators and investors in a rapidly-changing, technology-driven economy sets us apart. Also a global destination for business professionals, Goodwin's team of professional staff was named the “Best Business Team” by The American Lawyer.

As the Desktop Support Analyst, you will be responsible for providing high-quality desktop, mobile device and applications support for attorneys and professional staff, both locally in the office and remote staff. As a member of the Desktop Operations team, you will facilitate desktop service fulfillment requests, provide guidance and ”how to” information, assess requests for new services and features for potential fulfillment by existing services, restore PC Desktop and related technology services or service features to a satisfactory operational state, assess requests for new services and features for potential fulfillment by existing services, and help improve the user experience.
What you'll do:
Provide direct, hands-on and remote support to users who are experiencing desktop operating system, connectivity and applications issues and provide complete follow-through to successful resolution.Perform hardware diagnostics and execute or coordinate repairs in a timely fashion to ensure customer satisfaction.Provide 2nd level support for all software escalations from User Support.Provide 2nd level support for all remote access calls escalated from User Support (VmWare View, Citrix, and VPN).Responsible for hardware procurement: including placing orders through online purchasing tools for specified vendors for PCs and hardware peripherals and management inventory of those items.Assess software compatibility with current operating system and execute on the installation and maintenance of practice specific applications. Assist and mentor the other team members on various technologies.Plan, schedule and execute on computer equipment installations, imaging, upgrades and replacement projects. Pro-actively assesses employee capacity working with business administrators to ensure appropriate level of hardware inventory to meet business needs.Utilize and leverage current mechanisms to obtain feedback from end users. Analyze results of feedback from end users, make recommendations for support process improvement to senior management, and implement approved changes.Act as a liaison between the other support groups within IT to ensure proper communication about new user services and/or problems with existing user services is taking place. Collaborate with IT Infrastructure team perform occasional hands-on IT infrastructure hardware installation and maintenance.Effectively translate user requests, business needs and technical specifications into formal written documentation.Engage end users in a consultative capacity providing solutions and desired outcomes.Maintain vendor relationship for contact/troubleshooting purposes serving as a liaison with third-party support and PC equipment vendors.Responsible for physical asset inventory and asset management within the office.Ability to participate in firm wide, off-hours on-call rotation.Act as primary point of contact for troubleshooting server room related issues as well as assisting with installation or removal of server room hardware.

Who you are:
Bachelor's Degree in computer Science or related field or equivalent work experience.Two or more years knowledge and experience troubleshooting and working with Microsoft Windows and Office Suite including legal specific applications add-ons, including document management experience and handheld technologies.Ability to effectively and professionally communicate and collaborate with all levels of the organization and peers to reach common goal. Ability to adjust to constantly changing priorities and employ time and task management methodologies towards successful accomplishment of workload.Basic network administrative experience with Microsoft Active Directory. SCCM and FIM knowledge is a plus.Experience working with connectivity and application troubleshooting with VMware View, Citrix and VPN environment.Experience includes thorough understanding of a desktop operating system managed environment and integration points with Microsoft Office and other legal applications.Experience with Cisco IP Telephony is a plus. This includes adds and changes in Cisco Unified Call Manager and Cisco Unity Voicemail.Ability to troubleshoot issues with a wide variety of Apple and Android based mobile devices.

#LI- MS1

Goodwin Procter LLP is an equal opportunity employer. This means that Goodwin Procter LLP considers applicants for employment, and makes employment decisions without unlawful discrimination on the basis of race, color, gender, gender identity or expression, age, religion, national origin, citizenship status, disability, medical condition, genetic information, marital status, sexual orientation, military or veteran status, or other legally protected status.

Please note: Various agencies of the United States government require employers to collect information on applicants and employees. The National Association of Law Placement (NALP) and certain clients request us to keep track of certain aggregate information regarding lawyers. EEO information requested on this application is for purposes of compliance with these recordkeeping and reporting requirements and to determine recruiting and employment patterns. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment.

At Wolfspeed, we do amazing things in a human way.
We know that the achievements of our organization are due to the passion, hard work and creativity of our employees. We celebrate different perspectives to foster excellence across our organization, and our goal is to make diversity a foundation of what we do. We are proudly building an environment where you can bring your authentic self to work.

Enjoy doing things that people say can't be done? Innovation is at the center of everything we do.Hate red tape? We remove roadblocks instead of creating them.Working parent? We provide childcare assistance and paid parental leave.Student? We offer continuing education assistance.Looking for community? There are many ways to get involved, from Employee Resource Groups to local outreach.

Here's the Gist:
The IT Deskside Support Systems Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software, and peripherals. They will also be responsible for resolving service tickets in a timely manner according to SLA and providing proper documentation. The IT Deskside Support Systems Analyst must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members. Understand, and ensure adherence to, Wolfspeed's defined technology standards and procedures to include: Incident Management, Security, Change Management, Asset Management and Procurement. This person will also collaborate with IT team members and attend regular status meetings.

The Day-to-Day:
Provides technical support and guidance to resolve user's computer hardware and software problems Takes ownership of assigned tickets to avoid SLA breach (i.e., maintain/update ticket to closure) Submits weekly status reports Communicates with users via phone, chat, email and/or a support ticketing system to assess the scope of the problem and determine what, if any, resolution steps users have performed Applies knowledge of computer software and hardware to assist users in resolving problems Handles installation and set-up of new hardware, software and peripheral equipment Coordinates service or replacement of defective products from vendors and manufacturers Maintains knowledge of technical innovations, trends and best practices; makes recommendations for new software and hardware Drafts or revises user training manuals and procedures Develops training materials and/or provides onsite training as requested Performs other related duties and special projects as assigned Maintains an inventory of all equipment, hardware, software and supplies

This Job is Right for You if You Have (Minimum Requirements):
5+ years Infrastructure support experience within a corporate/manufacturing environment Proficient in Windows 7/8/10, Mac OS, Office 365, Active Directory and ServiceNowExcellent verbal and written communication skills Excellent interpersonal and customer service skills Strong analytical and problem-solving skills Team player, with a positive attitude Proficient with Microsoft Office Suite or related software Ability to explain technical problems to nontechnical employees

This role may require additional duties and/or assignments as designated by management.

To put it legally - Wolfspeed is an equal opportunity employer.
We recruit, employ, train, compensate and promote regardless of race, sex, religion, color, national origin, disability, age, veteran status, gender identity, sexual orientation and other protected status as required by law.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Here, we believe there's not one path to success, we believe in careers that grow with you. Whoever you are or wherever you come from in the world, there's a place for you at Sherwin Williams. We provide you with the opportunity to explore your curiosity and drive us forward. We'll give you the space to share your strengths and we want you to show us what you can do. You can innovate, grow and discover in a place where you can thrive and Let Your Colors Show! Sherwin-Williams values the unique talents and abilities from all backgrounds and characteristics. All qualified individuals are encouraged to apply, including individuals with disabilities and Protected Veterans.

The Executive Desktop Support analyst's role is to provide IT support and maintenance for our North American Offices. The successful candidate will be a technically versed resource with excellent customer service skills. The candidate will be required to effectively maintain and manage all issues our executive team experiences.The successful candidate will be more than simply a support analyst.We're looking for people who embrace technology and have a passion for growing and learning.We want the support team to be recognized as industry leaders in excellent customer service, meanwhile being excellent technologists who can effectively resolve and communicate with various levels of resources within a dynamic organization.
Essential Functions



Strategy & Planning


Contribute to process improvement plans. Provide solutions to IT issues with attention toward problem prevention. Participate in decision-making according to established guidelines, standards, and procedures. Take ownership of incident and work order tickets assigned to you and drive them to resolution within defined SLTs.


Acquisition & Deployment


Assist with the identification and implementation of solutions that provide enhanced functionality and value. Deploy service solutions that simplify processes. Participate in office moves, adds, and changes. Support all mergers/acquisitions Support and resolve issues affecting remote end users Install, troubleshoot & support any network infrastructure and end-user devices.


Operational Management


Provide installation and support for hardware, software, mobile devices, and network components. Provide advanced technical support for local network or system users. Troubleshoot and resolve IT issues within the specified SLTs. Measure and report on services rendered (monthly metrics and project status reports). Coordinate routing and dispatching of complex PC issues, Network, Messaging, Server, and other concerns to appropriate parts of the organization. Recommend process and procedural improvements. Act as the single point of contact for all IT-related issues for your customers. Interfaces and engages vendors in addressing complex technical issues.


Incidental Functions


Assist with Change Management preparations and implementations. Participate in IT Projects as assigned. Attend meetings in participation with the team. Provide 24/7 on-call support for all company Executives. Travel between sites will be required. Must be willing to work outside the standard office hours when needed.


Position Requirements



Formal Education & Certification


Bachelor's Degree in a related field or equivalent experience.


Knowledge & Experience


2+ years of IT experience. 2+ years of experience with computer hardware and/or software. 2+ years of experience with network infrastructure 2+ years of experience in customer service-related work. 2+ years of experience working with mobile devices. Working knowledge of CISCO wireless network Working knowledge of CISCO & AVAYA VoIP systems Working knowledge of troubleshooting issues with various network printers. Understanding of information technology infrastructure and computer platforms. Understanding of computer administration concepts. Working knowledge of Windows OS, PC hardware, and Office Suites. Working knowledge of MacOS, iPhone, and iPad Audio and Video support of Microsoft Teams, Zoom, and Webex Working knowledge and experience with ITIL


Personal Attributes


Fluent in English. Proper and comprehensive verbal and written communications. Responsive and alert to new learning opportunities, growth, and development of technical, interpersonal, and business skills. Motivated and competent to contribute appropriate time and effort to the work assigned. Attentive to detail with a focus on accurate results. Organized and able to prioritize tasks. Attentive and reactive to customer needs and concerns. Able to contribute to team effort and individual achievement. Strong commitment to inclusion and diversity

Must be legally authorized to work in the country of employment without sponsorship for employment visa status now or in the future.

Sherwin-Williams is proud to be an Equal Employment Opportunity/Affirmative Action employer committed to an inclusive and diverse workplace.All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract.

As a VEVRAA Federal Contractor, Sherwin-Williams requests state and local employment services delivery systems to provide priority referral of Protected Veterans.