User Support Analyst (Onsite)
Blank Rome LLP
Boston, MA
User Support Analyst (Onsite) Location Boston, MA : About Us Blank Rome is an Am Law 100 firm with 16 offices and nearly 700 attorneys who provide comprehensive legal and advocacy services to clients operating in the United States and around the world. Our professionals have built a reputation for their leading knowledge and experience across a spectrum of industries and are recognized for their commitment to pro bono work in their communities. Since our inception in 1946, Blank Rome's culture has been dedicated to providing top-level service to all of our clients and has been rooted in the strength of our diversity and inclusion initiatives. Our commitment to our core values and dedication to providing a supportive and inclusive work environment, allows the firm to attract and retain the brightest in the industry. Job Overview The User Support Analyst (Level 2) is responsible for assisting Help Desk Technicians (Level 1) with escalations and technical through phone, email and chat support, in order to resolve end user's incidents and support requests. The User Support Analyst communicates with customers at all levels of technical and non-technical skill sets. The User Support Analyst provides technical coaching and training as things change in the environment. The User Support Analyst receives elevated complex and/or high priority problems that Help Desk Technicians cannot resolve in a timely manner. The User Support Analyst escalates issues to the appropriate engineering groups (Level 3) for resolution if necessary. The User Support Analyst diagnoses and troubleshoots end user desktop application issues and provides appropriate solution. The User Support Analyst follows-up with end users to provide status updates per service level guidelines (SLAs). In addition, the User Support Analyst partners with other Technology team members and groups to provide on-site assistance and coordination for application deployments, videoconference meeting preparation, data center maintenance, and investigation of security related reports on equipment and virus scans. The User Support Analyst must ensure that all reported incidents and interactions are recorded in the firm's service management platform, Service Now. This is a highly visible and relied-upon position, and the User Support Analyst serves as a key interface in satisfying users and client technology needs. This role has an in-office working arrangement. Potential candidates must live within commuting distance of a Blank Rome office to be onsite 5 days per week. In this role, you will report to the User Support and Conferencing Technology Manager. Essential Functions
- Respond to requests for technical assistance in person, via phone, and electronically.
- Diagnose and resolve technical hardware, software, VoIP phone, and smartphone issues.
- On-site representative and contact for technology vendor appointments.
- Setup, testing, and delivery of meetings and conferences within the office.
- Track, route, and redirect problems to correct resources.
- Log all help desk interactions in the ticketing system.
- Follow up with customers, provide feedback, and see problems through to resolution, including escalated calls.
- Ensure proper recording, documentation, and closure of all end user help calls or requests.
- Prepare video conference and A/V equipment for meetings and troubleshoot connectivity issues.
- Perform basic troubleshooting for data center equipment and network issues.
- Continuously review and maintain training materials and knowledge base used within the Help Desk and the creation of new subject areas.
- Mentor team members in areas of troubleshooting, customer service, and documentation.
- Assist in the training of newly hired Help Desk team members.
- Assist in the overall review of incidents and service requests to ensure correct solutions and adherence to process.
- Assist in daily, weekly, and monthly performance reporting including analysis of key performance indicators and trends.
- Review existing processes for areas of improvement and development new processes.
- Maintain technical knowledge of all supported products through training and hands on experience.
- Assist in emergency procedures and assist in coordinating resources to respond to those emergencies to assure system reliability.
- Available after business hours and weekends for system upgrades and planned maintenance.
- Perform other responsibilities as assigned.
- Work additional hours as needed to fulfill job requirements.
- 5+ years of experience in information systems with specific concentration on PC oriented responsibilities.
- 5+ years of experience in an IT call center environment.
- Bachelor's degree preferred.
- Experience in a legal environment or professional services preferred.
- Working knowledge of fundamental operations of relevant software, hardware, and data center infrastructure.
- Knowledge and experience of customer service practices.
- Knowledge and training in ITIL (Information Technology Infrastructure Library) methodologies.
- Ability to explain complex and technical issues or procedures to the end users in a way end users understand.
- Strong communication skills (verbal and written) with the ability to develop positive working relationships (in-person and virtually).
- Ability to problem solve in a high-pressure, deadline-oriented environment.
- Ability to understand when urgency is required.
- Meticulous attention to detail and accuracy.
- Ability to troubleshoot and manage multiple tasks with effective organizational skills.
- Proven problem solving, critical thinking, and decision-making skills.
- Unquestioned integrity and professionalism.
- Proficient in Microsoft Suite (Word, Excel, Outlook, Teams).
- Proficient in web-based conference call/web-sharing applications.
- Ability to be flexible with schedules, duties, technologies, and responsibilities in a changing work environment.
- Promote positive work habits, including effective and timely communication, teamwork, and demonstrating respect for colleagues.
- Contribute to providing the highest quality of service to internal and external clients.
- Take appropriate initiative and ownership of job responsibilities while ensuring the assignments/job duties are performed successfully and on time.
- Understand and abide by firm policies and embrace firm values.
- Ability to maintain regular attendance and work regularly scheduled hours.
- Ability to sit for long periods of time, type, and handle light lifting (files, copy paper, etc.) in a professional office environment.
- Comply with safe work practices including compliance with the firm's COVID-19 policies and safety measures.
Posted 2025-09-30
Recommended Jobs
Technology Transactions Associate
5 Legal
Boston, MA
Job Description Job Description A global and top 200 Am Law firm seeks an associate to join their Technology Transactions Group in their Boston office. The ideal candidate must have 5+ years…
View Details
Posted 2025-09-28
Principal Biostatistician
Statistics & Data Corporation (SDC)
Waltham, MA
Principal Biostatistician Statistics & Data Corporation (SDC), a specialized contract research organization (CRO) headquartered in Arizona, delivering top-tier clinical trial services to pharmaceu…
View Details
Posted 2025-09-25
Physician- Pain Management
Fitchburg, MA
Pain Management Physician – Part-Time | Fitchburg, MA In-office role | 2 days per week (16 hours) $150,000–$250,000 base + productivity bonus | Retention bonus available Our client, a growing …
View Details
Posted 2025-08-28
Project Manager III
Belcan
Avon, MA
Job Title: Project Manager Pay Rate: $75 /hr Location: Av,on, MA Area Code: 508, 774 ZIP Code: 02322 Start Date: Right Away Keywords: #ProjectManagerJobs #ManufacturingJobs #AvonJobs Benefits…
View Details
Posted 2025-09-22
Physician Assistant
Comprehensive Rehab Consultants
Lancaster, MA
The future of healthcare relies on the brightest minds and biggest hearts. Join us and be part of the team building tomorrow's healthcare. Work for a fun, fast-growing company that is revolutionizing…
View Details
Posted 2025-09-01
eBilling Coordinator
Liberty Personnel Services, Inc.
Boston, MA
Job Details: eBilling Coordinator - Boston, MA Working Situation: 1-2 days onsite Firm: A nationally recognized law firm with 500+ attorneys providing comprehensive legal services to i…
View Details
Posted 2025-09-17
Seasonal Alterations Specialist
David's Bridal
West Springfield, MA
BEST. JOB. EVER! ~Generous Team Member discount ~$400bonus for every referral hired with NO LIMIT* ~Competitive hourly pay rates & team bonus ~Get Paid Early! ~Minimal weekday hours required…
View Details
Posted 2025-09-28
Senior Procurement Manager
City Of Somerville
Somerville, MA
Statement of Duties The Senior Procurement Manager leads, advises, and conducts the competitive procurement of supplies, services, materials and equipment for all city departments by soliciting…
View Details
Posted 2025-09-22
Customer Service - Self Storage Manager
Public Storage
Westwood, MA
Description ~Our Property Managers get to work independently at multiple locations; spending time both inside and outside ~We assess customer storage needs and make suggestions, including selling…
View Details
Posted 2025-09-26
Lab Manager
Aequor
Cambridge, MA
Internal Title: Lab Manager The CMC Synthetics Platform within the client R&D organization, is responsible for the process development of small molecule drug substances undergoing clinical st…
View Details
Posted 2025-09-26