Macintosh Support Analyst

ALM is a leading integrated media company, focused on the legal and business communities. ALM currently owns and publishes 39 national and regional legal magazines and newspapers, including The American Lawyer, Corporate Counsel, The National Law Journal and Real Estate Forum. ALM's Law.com is the Web's leading legal news and information network, while GlobeSt.com is the Web's leading information source for commercial real estate professionals. Other ALM businesses include book and newsletter publishing, court verdict and settlement reporting, production of trade shows, conferences and educational seminars, market research and content distribution. ALM was formed by U.S. Equity Partners, L.P., a private equity fund sponsored by Wasserstein & Co., LP.

 

We are looking for a Macintosh Support Analyst who will be responsible for providing day-to-day technical support, advice and service to internal clients, leading key technology projects, investigating, analyzing and resolving user/client problems, work with external vendors and resources and work with desktop, network connectivity and application support problems.  The ideal candidate will be courteous, responsive, and aware of management needs, be proactive in planning, anticipating potential issues and independently undertaking steps to improve performance, develop and maintain relationships with other department members; outside auditors and other professionals and must be willing to act as a resource to the entire department.

 

RESPONSIBILITIES:Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.Interviews user to collect information about problems and leads user through diagnostic procedures to determine source of error.Determines whether problem is caused by hardware such as modem, printer, etc. or software.Handles problem recognition, research, isolation, resolution and follow-up for routine user problems.Logs and tracks calls using problem management database, and maintains history records and related problem documentation.Prepares standard statistical reports, such as help desk incident reports.Calls software and hardware vendors to request service regarding defective products.Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.Writes software and hardware evaluation and recommendation for management review.Writes or revises user training manuals and procedures.Develops training materials such as exercises and visual displays.Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training.Installs personal computers, software, and peripheral equipment.Responsible for relationship management: pro-actively developing and maintaining relationships with clients, colleagues, management and staff.  Based on their needs, provides consultative advice.Responsible for being responsive: act promptly to address client needs upon understanding their expectations, constraints and concerns.

 

REQUIREMENTS:At least three years of demonstrated experience in a professional environment, preferably with a major magazine or newspaper publishing business.Strong knowledge of the various technologies deployed throughout the business including, Apple Macintosh OS X client and server, Quark Xpress/CopyDesk, Adobe CS suite including InCopy, K4 workflow server,  Microsoft Windows 2000/XP, Active Directory, basic Unix fundamentals and core LAN/WAN concepts.Demonstrate attention to detail, organizational skills, research skills, problem resolution, and good follow-up skills.Ability to communicate effectively in both oral and written form.Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to troubleshoot hardware and software problems, ?breakfix?.Installs, upgrades and configures desktop computers, desktop applications, network connectivity, remote connectivity.Demonstrate initiative and responsibility. Must be client focused both internally and externally.Ability to lift 30 pounds.

 

Qualified candidates should submit resume and cover letter with salary requirements to opportunities@alm.com for immediate consideration.

 

Only candidates selected for interviews will be contacted.  No phone calls or agencies please.  ALM Media, Inc. is an equal opportunity employer that encourages and values diversity.  M/F/D/V