The Firm is currently seeking qualified candidates for their Information Technology Department. The IT Analyst is a key role which is responsible for providing timely support and assistance to attorneys and staff related to the implementation and use of the firm’s technology infrastructure.
The analyst must have an aptitude for working with a variety of technologies, including computer systems, telephone systems, mobile technology, hardware, and software. In addition, the analyst must be able to analyze, diagnose and attempt to resolve problems as quickly and professionally as possible, in a highly demanding environment.
While this is primarily a technology-oriented position, personality plays a large role in the success of our analysts. The right candidate for this position will be driven to provide the highest level of service to our employees, clients and outside parties.
Provide technical support and troubleshooting per user requests related to issues involving computer systems, mobile devices, software, and hardware.
Respond to requests for assistance in person, via email, or over the phone in a timely manner, and with a sense of urgency as needed.
Record and track all service requests using the firm’s ticketing software. Maintain and utilize a knowledge base of solutions. Publish and update support documentation to assist staff with common questions relating to firm technologies.
Inform management of recurring problems or trends.
Provide on-demand training and walk users through the problem-solving process.
Take ownership of issues brought to your attention. Follow-up on the status of problems and communicate progress in a timely manner. Minimize end user interaction and escalate support to other team members as necessary.
Maintain a high degree of customer service for all support requests and adhere to all service management principles.
Configure new accounts, hardware, and software as part of employee on-boarding process. Provision VOIP telephones, printers and mobile devices as needed.
Configure and troubleshoot printers, copiers, multi-function devices as needed.
Configure audio, video, and web conferencing equipment for use in Firm conference rooms. Configure projectors for presentations as needed.
Troubleshoot remote access issues with attorneys and staff as needed.
Manage and monitor internal assets to ensure accurate inventory records.
Assist with the firm’s security awareness training assignments.
Prepare for a potential disaster; send disaster preparedness instructions and text messages to end users using emergency notification system.
Complete assigned firm projects as required.
Respond quickly to security incidents, quarantine IT assets as necessary.
Conduct system maintenance on a routine basis. Apply software and hardware updates after hours on a rotating schedule.
Provide on call support after hours on a rotating schedule. Respond to requests received after hours according to our Service Level Agreement.
Provision new equipment by completing quality assurance checklists with accuracy to ensure end users are satisfied.
Provision new equipment including completion of a quality assurance review to ensure end users are satisfied.
Minimum of two (2) years of applied knowledge and demonstrated end user support in a mid to large-size corporation. Prior help desk experience in a mid to large-sized law firm strongly preferred
Strong proficiency in Microsoft Office Suite
Minimum of two (2) years’ experience supporting software applications, including, but not limited to: Microsoft Office Suite, iManage Document Management System, Workshare Protect, Nuance PDF, Microsoft Windows and SharePoint
Solid HTML skills; familiarity with programming languages
Familiarity with IT standards such as SSAE SOC2, ISO 27001, PCI, HIPAA/HITECH, NIST.
Awareness of current standards and trends in IT and emerging technology
Understanding of IT security and network risks
Fundamental operating system & networking skills required.
Ability to demonstrate superb customer service best practices, including telephone etiquette, situational empathy and professionalism. Demonstrated ability to work with a wide variety of individuals and personalities with a professional demeanor.
Exemplary communication skills; ability to explain complex, highly technical information to non-technical colleagues using clear, simple language.
Superior analytical and problem-solving abilities
Project management experience
Associates or Bachelor’s degree in Information Technology preferred. In lieu of degree, candidates with a minimum of four (4) years’ work experience directly related to the requirements will be considered.
Certifications preferred in any of the following: Microsoft, CompTIA, and/or ITIL -- such as MCITP, MCSA, CompTIA A+, CompTIA Network+, ITIL Foundation/Practitioner