Job Category: Systems Risquisition Number: DESKT001100 Posted: August 20, 2024 Full-Time Pittsburgh, PA 15219, USA Job Details Description Desktop & Application Support Analyst

Buchanan Ingersoll & Rooney is a national law firm with a proven reputation for providing progressive, industry-leading legal, business, regulatory and government relations advice to our regional, national and international clients.

We are currently searching for a Desktop & Applications Support Analyst in our Pittsburgh location. This role is responsible for technical support and escalation from the level 1 service desk team and will assist with ticket QC and identify trending issues warranting root cause analysis.

Essential Duties & Responsibilities: * Immediate availability to Level 1 Service Desk agents in support of customer calls. Will join in a call when asked for support by call agents in an effort to achieve Initial Call Resolution. * Identify and manage technical issues that require escalation to subject matter experts to ensure issues are being addressed. * Acknowledges all personal and automatic assignments within a timeframe detailed by management. * Maintain personal open ticket report(s) and has this available at all times for review. * Ensures all open tickets carrying over to the next business day have a journal entry indicating actions taken, next steps, and timeline for next steps. * Ensure service levels are achieved. * Proactively identify trending issues for follow-up via Problem Management. * Build the knowledge base by identifying needs for new/updated content, including coordination with subject matter experts on content authoring and validation. * Take a proactive approach to identifying opportunities to contribute to the success of the business and assist in improving the overall customer experience. * Work on small to medium projects as assigned by supervisor. * Accounts for active project tasks or customer items in ITSM System. * Willingness to work overtime or adjust shifts to meet coverage needs on an as-needed basis. * Cover On-Call responsibilities for nights and weekends on a rotating basis. * Documentation and Reporting:Document all actions taken during the resolution of incidents in the service management system. Create and maintain knowledge base articles for recurring issues to assist Level 1 support and end-users. Generate reports on incident trends and provide recommendations for improving service delivery. * Continuous Improvement:Identify opportunities for process improvements and contribute to the enhancement of service desk operations. Stay updated with the latest industry trends, tools, and best practices related to IT support. Required Qualifications: * Associate or Bachelor's degree in information Technology, Computer Science, or a related field (preferred). Relevant work experience will also be considered. * Related certifications, a plus (e.g., CompTIA A+, ITIL Foundation, Microsoft Certified Professional). * Minimum of 3-5 years of experience in a technical support role, with at least 1 year in a Level 2 capacity. * Strong understanding of IT infrastructure, including Windows/Mac OS, Active Directory, networking concepts, and troubleshooting tools. * Team Lead experience is helpful, particularly in guiding or mentoring junior technicians. * Excellent problem-solving, research, and analytical skills. * Strong communication skills, both written and verbal. * Ability to work independently and as part of a team, remotely and in-person. * Familiarity with IT service management (ITSM) tools and ticketing systems (e.g. ServiceNow).

Buchanan Ingersoll and Rooney PC offers outstanding benefits that include:

• Insurance -- Medical, Dental, Vision
• 401K program
• Retirement Savings Program
• Generous Paid Time Off
• Paid Holidays
• WorkWell wellness program
• Free use of building gym
• Caregiving assistance with Bright Horizons
• F rm-wide emergency assistance fund
• Available Hybrid schedule

We are an Equal Opportunity Employer.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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