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Support Services Analyst - Cleveland

Cleveland, OH · Legal

Support Services Analyst

Top-rated firm is currently seeking a Support Services Analyst for their Cleveland office to provide expert and creative solutions to user problems (software/hardware). This position researches, resolves and responds to inquiries based on standards implemented and all available information. Can solve problems requiring creativity and initiative. Ensures that problems are escalated in accordance with established procedures and handles escalated projects as assigned.  Is responsible for acquiring, maintaining, and expanding knowledge of relevant product offerings, current support policies and methods of support delivery to provide technically accurate solutions to users. Attends training sessions offered within the group. Participates in team projects that enhance the quality or efficiency of support and assists other Support Services staff members in support of a major or complex product. Regularly communicates user/technical service policies for products supported by the help desk.

Essential Functions:

  1. Monitors Help Desk web site for newly opened Tickets and proactively takes responsibility for Ticket completion as assigned or otherwise available in a timely fashion.
  2. Interacts with Users on a daily basis to assist and resolve user problems.
  3. Works to keep all Help Desk Tickets as current as possible. Closes Tickets in a timely fashion after completion.
  4. Works with others in the department to implement Firm Solutions.

Additional Functions:

  1. Maintains current images on all Firm workstations and assures that all applications are current to Firm Standards.
  2. Ensures that all Firm Security Policies are followed accordingly.
  3. Participates in projects as assigned by the Network Operations Manager or the Chief Information Officer.
  4. Maintains an organized inventory and keeps updated on SharePoint List
  5. Any other Duties as assigned by the Network Operations Manager or the Chief Information Officer.

Minimum 5 years of technology experience. Expertise in Windows Desktop environments and Microsoft Office Suites.  Understanding of computer hardware and software in general.  Demonstrated ability in working cooperatively with others.  Demonstrated ability in working independently, as well as part of a team.  Must be a quick learner.  Must have excellent verbal skill and an ability to explain technology to non-technical people. Must be able to support both local and remote users. Should be able to trouble shoot basic network connectivity. Should have good analytical and conceptual skills.

To Apply: Please email your resume to: cfleck@chelsearecruiters.com

Craig Fleck
Vice President
Chelsea Search Group
4376 Pacifica Way Suite 3
Oceanside, CA 92056

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