Information Technology Analyst

(Temp/through December 13^th)

M-F, 10am-6pm

New York, NY

Summary

The Information Technology Analyst provides the front-line, technical support for the New York & Newark offices.  The overall mission for the analyst is to provide premier, quality and consistent support services in a professional and responsive manner.  The analyst will implement and oversee process improvements to enhance the overall support function and be a customer advocate for the Firm’s employees.

Qualifications

• Ensure end-users have satisfactory level of support by enforcing SLAs for IT support.
• Must be passionate about helping people.
• Enter all incidents into the help desk ticketing system.
• Take calls from users.
• 3+ years of experience as a strong technical support technician.
• Superior customer service/interpersonal skills.
• Strong ability to communicate and work directly with attorneys and partners to meet their technology needs.
• Superior troubleshooting skills with the ability to think quickly to get the customer up and running while still working on incidents/problems.
• Superior sense of ownership and urgency with the ability to triage incidents, problems, tasks.
• Superior organizational and prioritizing skills.
• Expert ability to communicate clearly and concisely with Firm employees, clients and vendors.
• Ability to work as a member of a team or independently & ability to self-govern.
• Law Firm experience a plus.
• Windows 7/10 Office 2010/2016/365 (Word, Excel, PowerPoint)
• Outlook 2010/2016/365
• Adobe Acrobat and Nuance PDF
• Exchange Archiving System for Outlook
• Internet Explorer, Chrome and Firefox
• iManage
• Workshare Compare Professional
• DTE/Intapp Time
• LiveNote
• IRM
• Kiteworks Mobile File Sharing or equivalent
• Cisco IP phones
• Wireless (PC, Mac and iOS devices)
• VPN
• LogMeIn and SCCM
• iPhone, iPad and Android support