• Application Support Analyst

    Job Locations US-NC-Charlotte
    Posted Date 2 weeks ago(5/30/2019 12:30 PM)
    Job ID
    2019-1244
    Category
    Information Technology
  • General Summary

    Alston & Bird has an exciting opportunity for an Application Support Analyst in our fast-paced IT Department. This position will be responsible for a variety of application support duties and will provide advanced technical and informational assitance to the Charlotte office end users. Our IT Department maintains a high-level of customer service and ensure that our end users technical needs are met timely, providing one-on-one support when needed. 

    Essential Duties

    • Install software on PC's, including desktops and laptops
    • Provide one-on-one support to users on the network as needed
    • Assist with the installation, configuration and support of Windows-based applications in our network environment
    • Perform requirements planning and product testing to ensure that developed products meet design specifications and are within total quality management limits and standards
    • Perform moderate to complex bug verifications, release testing and beta support
    • Resolve software-related calls referred by the Help Center, as needed, when the calls are beyond the scope of the Help Center staff
    • Install new software packages on both firm desktops, laptops and tablets, and assist users with getting started and becoming self-sufficient with firm technology
    • Document software installation instructions and applications that are customized for the firm and implement selected software
    • Remain current with enhancements made to firm supported software packages as well as other packages that might be beneficial to the firm in the future
    • Perform functional, boundary, stress, regression and performance tests
    • Document any and all defects into a problem management tracking system
    • Write new test plans, test scripts, and provide weekly status reports on assigned project progress
    • Assist project teams in defining requirements and explaining defects
    • Provide one-on-one instruction on the use of new firm supported software applications as applicable
    • Responsible for the completion of assigned project deliverables and identifies implementation issues in a clear, thorough, and timely manner
    • Work collaboratively and build relationships with other project members and third party consultants
    • Communicate effectively on the status of work/projects, problem areas and customer satisfaction
    • Provide after-hours technical support and coverage when needed
    • Performs other duties as assigned

    Skills Needed to be Successful

    • Bachelors degree preferred
    • Minimum 2-4 years of experience in a Windows and network environment
    • Ability to communicate effectively with computer users regarding problems and questions
    • Ability to understand and translate technical material for non-technical users
    • Excellent organizational skills for prioritizing projects
    • Thorough knowledge of Microsoft Windows, Microsoft Office Suite and applications accessed by A&B users
    • Basic knowledge of relational databases
    • General knowledge of PC LANs and networks including Windows
    • Ability to quickly learn new applications and upgrades to existing applications
    • Ability to understand procedures and instructions specific to the area of assignment as would be acquired during four years of high school
    • Previous experience in the legal field is desired
    • Previous experience teaching computer applications and writing documentation for applications is desired
    • Analyst will spend a lot of time teaching (in a one-on-one situation), as well as doing, as part of an ongoing process of making users more self-sufficient

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