Service Desk IT Support Analyst

Porter Wright has an opportunity for a Service Desk IT Support Analyst in the Columbus, Ohio office. This entry-level position will be responsible for providing responsive technical support to attorneys and staff in a law firm environment. This role supports users by phone, email, remote tools, and in person while troubleshooting Microsoft 365, Windows 11, VPN and remote access, mobile applications, and firm-standard hardware and software. Responsibilities include but are not limited to:

• Respond to and document technical support requests received by phone, email, the service desk ticketing system, and in person.
• Troubleshoot Microsoft 365 applications, Windows 11 computers, printers, peripherals, user profiles, and connectivity issues.
• Assist with VPN, multifactor authentication, remote access, wireless connectivity, and secure access to firm resources.
• Support firm-approved iOS and Android devices and mobile applications.
• Configure and deploy computers, accessories, and mobile devices, and assist with Microsoft Teams meetings and conference-room technology.
• Prioritize, resolve, and escalate service desk tickets with clear and accurate documentation.
• Follow firm requirements for information security, records management, acceptable use, and client confidentiality.

Requirements and Qualifications:

• High school diploma or equivalent.
• Basic knowledge of Microsoft 365, Windows 11, computer hardware, VPN or remote-access tools, and iOS or Android devices.
• Strong customer service, communication, organization, and problem-solving skills.
• Ability to learn new technology, manage competing priorities, document work accurately, and collaborate with an IT team.
• Commitment to discretion, information security, and client confidentiality.
• Customer service, technical support, internship, coursework, or certification experience is preferred. Prior professional IT or law-firm experience is not required.
• The position may occasionally require lifting computer equipment weighing up to 25 pounds, working at or under desks to install or troubleshoot equipment.
• This position may require traveling locally or to another firm office for training, equipment deployment, or technical support.
• Participation in a rotating after-hours support schedule is required.

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