Sr Desktop Support Analyst, Windows & Citrix Global Operations
Overview
Own end user desktop and mobile support at scale for attorneys and staff across office and remote locations. You will provide hands on and remote resolution, hardware repair coordination, and second level software and access support for Windows 365, Citrix, and VPN. Collaborate with IT Infrastructure and other support groups to improve user experience and service delivery. This role blends technical diagnostics, customer care, and process improvement in a global law firm environment.
What You'll Do10
- 1Build and deliver hands on and remote support for desktop operating systems connectivity and applications ensuring timely resolution
- 2Design and execute hardware diagnostics and coordinate repairs to maintain high customer satisfaction
- 3Lead 2nd level support for software escalations from User Support and for remote access incidents (Windows 365 Citrix VPN)
- 4Own hardware procurement and inventory management for PCs and peripherals across the office
- 5Assess software compatibility with current OS and manage installation and maintenance of practice specific applications
- 6Mentor other team members on technologies and best practices
- 7Plan schedule and execute computer equipment installations imaging upgrades and replacements
- 8Proactively manage hardware inventory to meet business needs and capacity planning
- 9Analyze end user feedback and recommend process improvements to senior management and implement changes
- 10Act as liaison between IT teams ensure clear communication about new or existing services
Requirements10
- 1Bachelor’s Degree in computer Science or related field or equivalent work experience
- 2Two or more years troubleshooting Microsoft Windows and Office Suite including legal applications and document management systems
- 3Ability to communicate professionally with all levels and collaborate effectively
- 4Strong time management and adaptability to changing priorities
- 5Basic network administration experience with Microsoft Active Directory
- 6SCCM and FIM knowledge a plus
- 7Experience with Windows 365 Citrix and VPN connectivity and application troubleshooting
- 8Experience with desktop OS managed environments and integration with Microsoft Office and legal applications
- 9Experience with Cisco IP Telephony a plus
- 10Ability to troubleshoot mobile devices on Apple and Android platforms
Salary Insight
$75 - $121k per year
Location
Required Skills
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