Entry level Help Desk Solutions Analyst
Links Partners
Chicago, IL4–7 yrs52m agovia LinkedIn
About the Role
The Support Analyst is a key member of the team, responding to customer inquiries across the firm's software suite. This role is a first-line responder, carrying issues from initiation to resolution. The individual will quickly determine the level of support required and perform triage to the correct up-line team members. This is a hybrid role (4 days in office, 1 day work from home).
Key Responsibilities
- Respond to customer inquiries in a timely manner, utilizing skills and knowledge of applications to answer questions and solve technical problems.
- Own tickets until completely resolved and provide follow-up with clients after closure to assure continued success.
- Assist users with configuration and settings across the firm's AI/Processing/Review technologies and test to assure functionality to client satisfaction.
- Create, maintain, and provide, when appropriate, SQL scripts to provide access and reporting to additional functionality and data.
- Proactively and reactively create client service-related applications in collaboration with other internal and external teams.
- Assist in the development of installation packages for various internal or external customers.
- Actively assist in maintaining the firm’s cloud-based services and developing methods for automated maintenance or reporting.
- Contribute to software documentation, knowledgebase articles, and other client-facing materials.
- Perform other duties and responsibilities as assigned to support team, department, and organizational goals.
Requirements & Tech Stack
- Familiar with client-server architecture.
- Familiar with modern programming language.
- Familiar with SQL scripting.
- Familiar with Azure/AWS is a plus.
- eDiscovery experience is a big plus.
Qualifications
- College degree in Computer Science or Information Systems related area.
- Excellent written and oral communication skills.
- Engaging personality and ability to engage others.
- Keen sense of attention to detail.
- Obsessive documentation practices.
- Problem solver with follow-through on tasks.
- Seeker of excellence with unending pursuit of improvement.
- Unselfish team player.
- Ability to quickly learn and understand technology.