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Service Operations Analyst
Location: Columbus
Pay Type: Hourly
Department: Information Technology
Job Description:
The Service Operations Analyst II will provide exceptional customer service to Ice Miller LLP employees in the resolution of technical problems regarding software, hardware and network usage. This employee will work closely with end-users by providing problem resolution of their technology-related issues. Additional roles for the Service Operations Analyst II:
·Assist with conferencing setups (including, but not limited to video conferencing, webinars/WebEx, and audio conferencing) on-site, at a remote Ice Miller site or at an external site.
·Workstation imaging and asset management
·Hardware support, installation, troubleshooting and repair
·Support of Mac laptops/desktops
·Desk side support and coaching
·Malware Remediation
·Evaluation of network related issues
·Utilization of problem management software tools and reporting
·Support of print operations that are not otherwise outsourced
·Communication throughout the IT team
·Documentation of site technology and support
·IT Project Support (onsite or remote offices)
·Mobile device / Firm mobile services support

Essential Job Duties:
·Displays top-level customer service, interpersonal skills and professionalism to end-users, clients and peers
·Provide on-site and remote customer support for all software and hardware utilized by the Firm
·Provide timely response and assistance to telephone, email, and in-person requests for technical support , including post support follow-up
·Identify, research, and resolve technical problems individually and through coordination with other IT department staff as needed
·Track and monitor all issues to ensure timely and effective resolution, escalating to other IT Staff as necessary
·Assist end-users to self-diagnose and implement automated solutions to operational issues in an effort to maximize efficiency
·Strong troubleshooting ability
·Set up and configure laptop & desktop PCs, mobile devices, dictation devices and printers for Firm employees according to department and Firm guidelines
·Provide multimedia meeting support as necessary, including the support of projectors and teleconference systems with direction from the Media Services Coordinator or Service Desk Management
·Promote new technology when/if it will result in better functionality and service
·Assist in the test & evaluation phases of new applications, products or services; assist in the selection of software packages/tools which meet the users/systems requirements; contribute to the planning process for future technical needs
·Conduct hardware and software inventory and maintain inventory database
·Participate in off-hours, on-call rotation for one week, every three to six weeks
·Occasional planned on-site remote office support

Minimum Requirements:
·Four-year college degree related to information systems or equivalent combination of experience
·Minimum of 3 years' experience in an employee service technology position; including 2 years of hands-on PC hardware, operating system and software support
·Must be able to work effectively with little direct supervision
·Operate in a fast-paced, deadline-driven environment while managing multiple priorities
·Excellent time management skills
·Microsoft Office Specialist certifications in Word, Excel and Outlook preferred
·Legal industry experience preferred
·Advanced experience with Microsoft Windows 7, Windows 10 and Microsoft Office
·Familiar with Active Directory
·Able to participate in on-call rotation duties
·Possess strong conceptual knowledge of software and hardware configurations and software applications
·Certification in A+ and Network+ preferred
·Experience with remote access technologies
·Must be able to perform all essential duties

Ice Miller is committed to recruiting, developing and retaining talented attorneys and professional staff from all backgrounds. In order to succeed, we take great pride in a culture of inclusion where everyone at Ice Miller feels respected, is treated fairly and has the opportunity to perform at the highest potential. Learn more about Ice Miller’s Diversity & Inclusion
efforts here. 

Ice Miller is an Equal Opportunity Employer.
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