Technical Support Analyst

Job Description Summary

Fragomen, an AmLaw 100 firm and the leading global immigration services provider, is looking for a Technical Support Analyst for our brand new Technology and Innovation Center in Pittsburgh, PA, to support a variety of enterprise and custom client applications. Working in a collegial, team-oriented environment, our IT professionals learn from the industry's leading experts. Our firm’s commitment to quality and best practices is supported by technological innovation that benefits our clients and staff.

Job Description

Responsibilities for the Technical Support Analyst include (but are not limited to):

  • Act as initial point of contact or escalation group on any correspondence from internal and external clients regarding software applications, client services and technical questions
  • Deliver consistent responses to clients following established service level agreements upon ticket creation through all steps of the process including resolution
  • Manage ticketing system queue, providing detailed identification of root cause, troubleshooting steps performed, and resolution of the issue
  • Execute assigned tasks to fulfil configuration and support requirements for the Connect application US roll-out.
  • Document and update knowledge base articles and internal procedure workflow
  • Work independently to monitor and complete tasks in the queue
  • Continually evaluate opportunities to improve efficiency and effectiveness when resolving issues
  • Perform entry level system administration duties as assigned
  • Perform application testing as necessary prior to deployment
  • Deliver coaching to peers when necessary
  • Ability to multitask, work under pressure and handle interruptions while maintaining flexibility in work assignments

The ideal candidate will have the following knowledge & experience:

  • College degree in the field of computer science or related field
  • At least 3 years of work experience in applications support.
  • HDI certifications [Customer Service Representative (CSR), Support Center Analyst (SCA) and Knowledge Center Support (KCS) are desirable.
  • ITIL v3 Foundations or Microsoft certifications desirable
  • Experience using Windows OS, Office 2010, Acrobat X, IE 11, Chrome and other browsers.
  • Good understanding of Lotus Notes mail and databases is preferred
  • Experience using VPN client and Citrix client
  • Experience in applications support, specifically validating issues reported, testing fixes, and working with developers or vendors to deliver a timely resolution
  • User acceptance testing or applications testing experience is helpful
Path Created with Sketch. US-Pittsburgh
Full Time
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