Analyst II, On-Site IT Support

The Analyst II, On-Site IT Support will ensure the proper functioning of personal computing and office technology so that end users can most efficiently and effectively accomplish business tasks. The role-holder will receive, prioritize, document, and actively resolve customer requests and escalations from the Technology Help Desk. They will be involved with problem resolution, the use of incident management tools, and hands-on support at the on-site level. Additionally, they will demonstrate superior troubleshooting of the range of available applications and their function.

Main responsibilities:

• Demonstrate a thorough and effective approach to troubleshooting, including coaching others in effective troubleshooting
• Develop knowledge of the business application of solutions and be able to work with lawyers and business professionals to support the adoption of technology
• Perform hands-on fixes, including installing and upgrading software, installing hardware, managing mobile devices, implementing file backups, and configuring applications
• Own and drive issues to resolution, including escalation to specialized resources within the broader IT organization; Remain engaged on issues until resolution
• Provide technical support for client facilities, such as video conferencing and audio conferencing services
• Lead, coordinate and participate in improvements as they relate to the on-site IT environment
• Demonstrate thorough knowledge and serve as an advocate for the organization’s information security management system; Assist customers to work efficiently within the ISMS frameworkest fixes to ensure problems have been adequately resolved
• Perform post-resolution follow-ups to customer requests
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Field incoming requests from customers via both telephone and e-mail in a courteous manner
• Build rapport with customers
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Prioritize and escalate problems and business concerns to their supervisor/manager promptly (when required)
• Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Understand the essential responsibilities of the position and work to continuously build and improve the skills necessary to be proficient in the role
• Support and maintain AV equipment for live meetings and events
• Provide support and demonstrate expert knowledge for online webinar tools and applicationsAct as a back-up trainer when requested and ensure proper onboarding of new onsite analysts
• Ensure all local solutions are properly documented, have passed all relevant security filters and liaise with the portfolio owners for each relevant application
• Ensure local systems are properly documented in the Knowledge Base (KB) in ServiceNow
• Local Office Asset Management 
• Discuss non-standard requests with their manager before actioning
• Meet objectives and key results that are set for the role

Skills and experience:

• Strong experience in the field of computer science, information sciences, or a related field
• A Microsoft MCP or other appropriate certification is desirable
• Excellent knowledge of computer hardware with a focus on workstations and laptops
• Demonstrable area of technical specialization and experience in coaching/mentoring others in technical roles
• Significant experience with Microsoft Windows
• Significant application support experience with Microsoft Office applications
• Proven track record of working under Service Level Agreements and a Service Desk framework
• Experience working in a team-oriented, collaborative environment
• Excellent communication skills to keep users/teammates updated on status, progress and projects, and able to explain technical details in non-tech language to users
• Excellent communication skills to escalate issues properly and coordinate efficiently with the global tech team to ensure a fast solution for our users
• Proficient in English in cases where support needs to be provided in languages other than English
• Flexible to work on projects and tasks outside of business hours and on weekends, to ensure minimal disruption to the business, will be necessary from time to time 

About us

At Baker McKenzie we are different in the way we think, work and behave. With our team of 13,000 people, including over 6,500 locally admitted lawyers, in over 70 offices worldwide, we have a passionately collaborative community of 60 nationalities and are committed to world-class career development to everyone in every job at every level. Baker McKenzie can offer you both the uncompromising commitment to excellence expected of a top firm paired with a passionately global and genuinely collaborative working environment.

Additional Information

Baker McKenzie is an Equal Opportunity Employer. We are committed to promoting diversity and inclusion for all. Our unique international culture is reflected in the drawing together of a worldwide family of individuals from diverse cultures and backgrounds in all of our offices. We encourage the best people - regardless of race, religion or belief if any, gender, gender identity, disability, sexual orientation or age - to fulfill their professional aspirations with us.  We are committed to ensuring an inclusive and accessible experience for all candidates.