Applications Engineer

Chicago, IL; New York, NY; Los Angeles, CA; Dallas, TX; Charlotte, NC; or Washington, DC

Summary

The Applications Engineer position’s primary responsibility is to provide 3rd level support for firm and legal applications such as iManage Cloud, Microsoft 365, various Office-integrated applications, Microsoft Teams, commercial cloud applications such as HighQ, and various legal vertical applications used in our practice groups (e.g. tax, litigation) and operational departments (e.g. marketing, finance).

The Applications Engineer is also responsible for performing project work from inception to completion and providing support to Level I and/or Level II help desk by performing essential duties personally or in conjunction with other members of the IT Department.  Maintains professionalism and strict confidentiality in all client and firm matters. Please note this position requires an in-office presence 1-2 days per month.

Responsibilities

• Provide support for Windows-based applications on a standardized Windows desktop platform.
• Provide support for various cloud-based applications, including configuration and integration with on-premise systems.
• Maintain existing applications.
• Interact with attorneys, clients and vendors to resolve problems.
• Coordinate with team members to maintain current desktop standards.
• Provide technical support for a variety of on premise and cloud based applications including, but not limited to, Microsoft Windows, Microsoft 365, iManage Cloud, Microsoft Teams, Office-integrated products, InterAction, commercial cloud based applications, and various legal practice and operational applications.
• Track and document support activities and assets using the help desk call tracking system.
• Provide help desk with technical assistance by responding to inquiries regarding errors, problems or questions about programs.
• Install and test programs, adhering to security guidelines set forth by security team.
• Work with trainers to provide guidelines for training materials.
• Occasional after-hours support is required.

Qualifications

• Bachelor’s degree or equivalent in Computer Science, Information Technology or related specialty and five or more years related experience preferred; or equivalent combination of education and experience.
• Strong working knowledge of M365, SCCM, VMWare View and iManage is required.  Administrative experience with iManage or M365 is a plus.  Experience using SQL to query and extract/import data is a plus.   Must be quality and results oriented.
• Experience working in a law firm supporting software used to meet legal practice requirements is a strong plus.  Previous software applications experience within a larger organization is preferred.
• Proactive with the ability to identify, define, and analyze complex applications’ issues and problems and to recommend and implement solutions.
• Exhibit high degree of initiative in exercising independent judgment with demonstrated troubleshooting, follow-through, and critical-thinking skills in order to manage multiple projects simultaneously in a fast-paced, detail-oriented and consistently changing work environment with the ability to make decisions based upon results of research.
• Excellent analytical and technical skills requiring an aptitude for detail, precision, and logic with comprehensive knowledge of Windows-based, client-server applications in order to conduct detailed analysis of applications’ project work including testing and installation.
• Excellent interpersonal, verbal, and written communication skills with the ability to communicate with courtesy and diplomacy and efficiently follow written and verbal instructions.
• Ability to provide technical support and training to a diverse group of users having different levels of computer expertise including attorneys, support staff and clients.  In addition, maintain effective relationships with vendors and consultants.
• Excellent organizational skills including record keeping, data collection and system information.  Ability to compile and analyze data and furnish information in report format, written correspondence, e‑mail or verbally.
• Work routinely requires more than 37.5 hours (35 hours in New York) per week to perform the essential duties of the position because after-hours support is required.

Compensation

• CHI: $100k – $130k
• NYC: $120k – $150k
• LA: $115k – $145k
• Dallas: $90k – $120k
• Charlotte: $90k – $120k
• DC: $115k – $145K

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