Ref: ISA3492837498

IT Support Analyst

USA, California

Job description

IT Support Analyst


In this capacity, the IT Analyst will:
  • Serves as an effective, advanced-level technical resource to customers who contact them directly for assistance and for escalations requiring software and hardware requests;
  • Serves as customer service advocate to facilitate timely and high quality solutions and support; Promote new technologies;
  • Plans, facilitates and supports meeting technology events and tools including video conferences, presentations, client meetings and special events; collaborates with Firm-wide departments to ensure proper and accurate scheduling and execution of meetings and events;
  • Installs and maintains computer software standards in accordance with departmental requirements and procedures;
  • Maintains the operational availability of office computers and printers; maintains asset management system to ensure the accuracy and currency of Firm assets;
  • Uses Firm call tracking technology, in conjunction with departmental best practices, to create, update, escalate, and close tickets recording the life-cycle of a services request; Practices call ownership by acting as a liaison with Firm-side IT groups and customer keeping them apprised of service request status until request is resolved to customer's satisfaction;
  • Coordinates IT initiatives, projects, and deployments; promotes effective training and user acceptance of Firm software;
  • Proposes solutions to technology processes and challenges to improve efficiencies;
  • Supports mobile device technologies; promotes and supports remote access tools and best practices;
  • Works across IT teams to achieve timely escalation and closure of software and hardware issues; Facilitates the handling of planned service events such as monthly network maintenance, or unplanned network disruptions/critical outages requiring effective coordination and reporting to responsible IT groups (Network Operations, Telecom, etc.);
  • Fosters data security policies and best practices; adhere to Information Security regulations and guidelines to ensure proper handling and security of Firm data; and
  • Works beyond scheduled hours as necessary for planned and unplanned work and support; light travel may be required.

  • Expert proficiency in Microsoft Operating Systems;
  • Expert proficiency in Microsoft Office Suite;
  • Advanced to expert proficiency in Microsoft Operating System application installation and configuration processes;
  • Advanced to expert proficiency in remote access architectures, applications and technologies (Citrix, VPN);
  • Advanced to expert knowledge of mobile technologies (iOS, iPad OS);
  • Advanced to expert proficiency in networking technologies, cabling topologies and related applications;
  • Advanced to expert proficiency in installation and configuration of modem, data communication devices, networking devices and cabling;
  • Advanced to expert proficiency in practice support/litigation support applications;
  • Advanced proficiency of Inter/Intra/Extranet technologies;
  • Advanced proficiency in Document Management System (WorkSite); and
  • Advanced knowledge of customer service principles and practices.

  • Bachelor's Degree (preferred) or equivalent experience; Advanced degree (preferred);
  • Microsoft Office Specialist (MOS) Certification preferred;
  • At least 6 years of experience providing direct support to customers in the areas of software and hardware;
  • At least 6 years of experience in LAN, WAN and network systems support and management;
  • At least 6 years of experience configuring, installing and maintaining client PC operating systems and related devices; and
  • At least 3 years of professional services or law firm experience (preferred).