About this role
Job title: IT Support Analyst
About the Role
Join Squire Patton Boggs Global IT Team as an IT Support Analyst in Cleveland, Ohio. This role supports the end user community with technology-related questions or concerns, and requires taking ownership of tickets in a security- and policy-focused multi-jurisdictional environment.
What You'll Do
- Respond to end-user technical inquiries from internal and external clients via telephone, third-party vendors, or walk-ups, and log tickets in the service desk management tool.
- Own tickets from intake to resolution, researching, troubleshooting, escalating when needed, and resolving issues efficiently.
- Provide support for Windows-based client/server environments, MS Office products, document management systems, and other network topologies as applicable.
- Maintain awareness of security, compliance, and policy requirements and exercise sound judgement when handling incidents.
- Collaborate with the Global IT Team and document work, ensuring quality service delivery and knowledge sharing.
What We're Looking For
- Minimum three years' computer-operations experience, preferably in Windows or other client/server environments.
- Knowledge of MS Office products and document management support; familiarity with document management systems preferred.
- Experience with client-server networks (Windows) and other network topologies.
- Ability to take ownership of tickets, investigate, troubleshoot, escalate, and resolve issues in a timely manner.
- Strong communication and problem-solving skills in a fast-paced, multi-jurisdictional environment with emphasis on security and policy.
Nice to Have
- Experience with document management systems is preferred.
Compensation & Benefits
- Salary range: $55,000-65,000 per year, depending on skills and experience.
- Excellent benefits, competitive compensation, and a professional, collaborative work environment. Squire Patton Boggs is an Equal Opportunity/Affirmative Action employer.