• Ann Arbor
    Ann Arbor
    201 S. Division Street
    Suite 400
    Ann Arbor, MI 48104
    T 734-761-3780
  • Cheboygan
    Cheboygan
    229 Court Street
    P.O. Box 405
    Cheboygan, MI 49721
    T 231-627-8000
  • Detroit
    Detroit
    1901 St. Antoine Street
    6th Floor at Ford Field
    Detroit, MI 48226
    T 313-259-7777
  • Grand Rapids
    Grand Rapids
    99 Monroe Avenue NW
    Suite 300
    Grand Rapids, MI 49503
    T 616-205-4330
  • Troy
    Troy
    201 W. Big Beaver Road
    Suite 500
    Troy, MI 48084
    T 248-743-6000
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Technical Support Analyst – Full Time – Detroit Office

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Technical Support Analyst – Full Time – Detroit Office


The Role:

The Technical Support Analyst will provide hardware and software support services to enable business productivity on endpoint devices such as desktops, laptops, printers, tablets, and smart devices.

Requirements:

  • Strong knowledge of PC applications and hardware.
  • Basic knowledge of local area networks and wide area network data communications.
  • Personal attributes must include: professional conduct; strong communication skills; strong customer service skills; strong analytical and troubleshooting skills; attention to detail; timely responsiveness; a proactive approach to tackling issues; strong ability to work in a team environment and the ability to juggle multiple priorities and responsibilities.

Primary Responsibilities:

  • Quickly resolve as many problems as possible to meet or exceed call standards as defined in the Bodman IT performance objectives.
  • Log, work on and close tickets for end user requests and change control tickets such as software installations and upgrades.
  • Escalates tickets to the appropriate Level 2 or Level 3 team members.
  • Be fully knowledgeable with current version for the following type of software: Microsoft Windows, Exchange/Outlook, Microsoft’s Word, Excel, PowerPoint, and Adobe Suite.
  • Become fully knowledgeable with the Bodman’s network design and use of the following hardware: PCs, printers, scanners, laptops, projectors, video conference, phones (VOIP), etc.
  • Keep End User Support Manager informed of service request backlog.

Secondary Responsibilities:

  • Maintain and update software licensing folders for new and upgraded software in concert with outsourcing vendors.
  • Create P.O., obtain approval and order software and PC hardware as needed.
  • Keep asset inventory database up to date.
  • Work closely with Level 1, 2 and 3 teams to ensure that on-going end user issues are resolved fully on a timely basis.

Duties:

  • Understand the service levels to be met in Bodman.
  • Understand the Policies and Procedures for Bodman.
  • Understand how to use the ticket system and the procedures for logging and routing user calls.
  • Create and maintain technical documentation for all supported customer applications.
  • Train new IT users in the use of applications as needed to resolve tickets.
  • Provide suggestions to enhance training classes and reference resources.
  • Provide suggestions for Frequently Asked Questions for all supported customer applications.
  • Create and maintain related procedures.
  • Provide off-hours technical support to end users through the use of the on-call phone on a rotating schedule.
  • Contribute articles or topics or tips to be emailed to end users.

Education/Certification/Other Requirements:

Essential:

  • Strong skills in Microsoft Office Applications (i.e., Word, Excel, Outlook, Explorer, PowerPoint)
  • Strong computer hardware skills and experience.
  • Great customer service experience and skills.


Desirable:

  • Undergraduate degree.
  • Certification in Microsoft Office applications (i.e., Word, Excel, Outlook, Explorer, PowerPoint)
  • Experience in a law firm or other professional services environment.
  • Familiarity with law firm-specific applications such as document management, time and billing, compare, etc.

For More Information:

If you are interested in pursuing legal support staff employment opportunities at Bodman, please send your resume or any inquiries to:

Bodman PLC
Sixth Floor at Ford Field
1901 St. Antoine Street
Detroit, Michigan 48226
jobopportunities@bodmanlaw.com


EQUAL EMPLOYMENT OPPORTUNITY

Bodman PLC recruits, hires and promotes for all positions without regard to race, religion, color, national origin, gender, age, sexual orientation, disability, veteran status or other characteristic protected by law.

 

Email Disclaimer

Please do not include any confidential, secret, or sensitive information regarding any potential or actual legal matter in this e-mail message. Unsolicited e-mails do not create an attorney-client relationship, and confidential or secret information included in such e-mails cannot be protected from disclosure. Bodman PLC does not have a duty or a legal obligation to keep any information that you provide to us confidential. Our attorneys do not seek to practice law in any jurisdiction in which they are not properly authorized to do so.

By clicking "Accept," and continuing to send us an email message, you understand and agree that, outside the context of an existing attorney-client relationships,  Bodman does not have a duty to keep confidential any information you provide.