The Information Technology Systems Analyst provides primary support of all technology systems for the Thompson Coe office where they are located and is the point of escalation on all support and infrastructure issues requiring physical presence in the office. The IT Systems Analyst will also play a role in planning and implementing firmwide projects and provides direct user support, fill-in training, and after-hours coverage as needed. This position will be filled by an energetic team player with exceptional customer service and communication skills. The ideal candidate will have the ability to communicate with all levels of firm personnel, solve technical problems quickly, and will be able to organize, prioritize and accomplish multiple tasks in a fast-paced environment. High attention to detail as well as clear and accurate documentation skill is required. Previous law firm experience a plus.
Essential Duties and Responsibilities:
Takes ownership of incoming support requests either directly from users or as assigned and completes those requests ensuring a high level of customer satisfaction. Updates and maintains support ticketing system and reference guides/knowledgebase as needed.
Provides local and firmwide end-user support via telephone, voicemail, email, and direct contact during both business and non-business hours as needed. Works with firmwide support team to ensure that departmental coverage commitments are met.
Executes on-boarding and off-boarding procedures including account and hardware setup as well as quality control procedures. Makes sure all appropriate documentation and communications to involved parties are completed.
Works with Technology Adoption team to make sure new hire and on-going training requirements are met.
Maintains local office inventory, making sure necessary items such as laptops, monitors, and peripherals are kept adequately stocked. Makes sure that any "checked out" items such as laptops or mobile MiFi devices are tracked and properly returned. Maintains an inventory of "ready-to-go" laptops and desktops to fulfill unexpected requests.
May travel to other offices to provide support or as part of a project roll-out team.
May be assigned the management and implementation of small technology projects, both for the local office and firmwide.
Provides audio/video support in setting up video conferences, presentations, etc.
Troubleshoot and support applications and technology including:
Windows 11
Active Directory
Microsoft 365 Applications
Office 365/Exchange Online
Microsoft Edge
iManage DMS
iTimekeep
Citrix
Wireless network connections/VPN Connectivity
Mimecast
Kofax Power PDF
Zoom Phone/Meeting
Zoom Rooms
Audio/Video conferencing
Aderant Expert
Lenovo and Dell laptops, iPhone and Android mobile devices, Kyocera printers
Required Skills:
Experience supporting Windows 11 and Microsoft 365 Applications.
Good interpersonal skills.
Experience supporting iPhones/Androids and remote access technology, such as VPN/Citrix.
Experience supporting and troubleshooting enterprise software issues and working with vendors for support escalation.
Working knowledge of Active Directory and Exchange Administration.
Experience with Windows file permissions/security. General hardware support experience.
Education, Training and Experience:
Bachelor's degree or equivalent combination of education and experience.
5+ years' experience as a senior member of a support team with a legal/professional services firm.
Physical Requirements:
Normal office environment requiring extensive use of typical business equipment (e.g., computer, copier).
Should be able to lift normal office equipment up to 50 pounds.
Working Conditions:
Works in a typical office setting Monday-Friday. Overtime hours as needed.