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Job title: Systems Analyst (3rd Shift)
Company: Operation IT
Job description: Job Description
Under general supervision and according to established policies and procedures, the System Analyst position involves extensive team and customer interaction, maintaining positive contact with attorneys and support staff, and observing confidentiality of personnel and Firm matters. The candidate must be able to perform problem analysis to resolve system and application issues. The candidate must also be able to diagnose problems, providing solutions within the area of responsibility, and/or through consulting with IT team members and coordinate implementations of fixes and enhancements.
Serve as initial point of contact for telephone and email inquiries regarding the Firm’s software, hardware, and remote technologies directed to the Information Technology department
Maintain a positive customer-service oriented attitude, patience, and the ability to work as a member of a team
Troubleshoot and resolve software, hardware, operating system, and networking problems; repair and recover from hardware or software failures, virus infections and other issues; and document resolution on incident tickets
Consult knowledge base to optimize resolutions and follow through on resolutions with customers
Resolve tickets on first contact
Perform other job duties as assigned with high flexibility and professionalism
Mentor, support, and cross-train other service desk agents
Provide technical leadership to the IT Service Desk team and ensure everyone is consistent in how tickets are handled, escalations are conducted, and communication is provided
Exhibit strong personal organization, time management, planning, and project coordination
Demonstrate excellent problem-solving, communication, and interpersonal skills
Identify, research and resolve technical problems, and confirm success of actions as well as restoration/establishment of service
Ability to work flexible hours, on call, holidays, weekends, and occasionally extended hours
Escalate support and service requests to other IT teams, as defined by the escalation process within Service Now
Provide on-site desktop support to users regularly
Respond to occasional after-hours/emergency support requests as needed
Responsible for installing and maintaining all end user IT equipment. Not limited to personal computers, printers, network, electronic devices, and the software that runs on these systems
Maintain accurate records of all maintenance, inventory, and security measures associated with the Firm’s inventory
Work independently on tasks and projects
Ability to lift and carry a minimum 50 lbs
Stay current with technological developments in software/hardware, systems and application support, and management and user support practices. This includes reading publications, participating in mail lists and online communities, attending conferences, and workshops.
Other duties as assigned
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED :
Experience providing telephone-based technical support and/or desk-side technical support
Intermediate analytical and problem-solving skills such as use of remote tool to troubleshoot complex incidents and assist users utilizing Bomgar, RDP, VPN
Intermediate printer support: connecting network printers for users and disabling and enabling printers
Organizational and time management skills
Gathering, analyzing, reviewing, categorizing and overseeing ticket assignments for technical support, insuring referral to appropriate level of services
Diplomacy in dealing with conflict resolution
PC proficiency, Microsoft Office (Word, Excel, Access, Outlook, etc.)
Strong interpersonal skills and ability to communicate and collaborate with both business and IT customers
Advanced troubleshooting skills
Act as a liaison between customers and internal support staff to assure accurate problem interpretation
Maintain communications with customers during the problem resolution process
Demonstrate ability to manage multiple priorities and follow through on customer incidents before closing out the ticket
Excellent verbal and written communication in addition to customer service skills
Adding, modifying, and troubleshooting users in Active Directory, including the correct group assignment
Experience supporting mobile devices or with Mobile Device Management platforms (AirWatch)
Experience entering and tracking tickets in an incident management system (Service Now)
Knowledge of VOIP technology telephone system a plus
Ability to troubleshoot wireless handheld devices (Blackberry, Android, iPhone, iPad, etc.)
Ability to troubleshoot remote technologies (RDP, VPN, Citrix, etc.)
Excellent ability to follow procedures and processes to maintain IT compliance
Knowledge of Video Conferencing systems a plus
Full C-19 Vaccination is required unless otherwise permitted by law
EDUCATION AND EXPERIENCE :
College degree in a computer-related discipline required. Technical experience related to the area of assignment may substitute for the degree requirement on a year-for-year basis
Minimum of three years of related experience, four years of related experience preferred (either Service/ Support Desk, Help Desk, Network Operations, etc.)
One to three years of experience in a technical environment, supporting the latest versions of the Microsoft Office Suite, iManage DeskSite, Adobe Acrobat, Workshare Professional, Workshare Compare, Litera Change-Pro, and other related legal applications
Strong desire to help others (customer service); friendly, motivated, positive attitude, excellent problem-solving, verbal and written communication skills
Law firm experience a plus
One or more of these certifications are also a plus:
MCITP: Enterprise Desktop Support Technician on Windows
MCITP: Enterprise Desktop Administrator on Windows 7/8/10
MOS: Microsoft Office Specialist; Certification in Word, Excel, Outlook, PowerPoint, and Access (versions 2010 and above), Network+ preferred
ACMT: Apple Certified Macintosh Technician
HDI HelpDesk Analyst Certification
WORKING CONDITIONS :
Normal office environment with little exposure to excessive noise, dust, temperature, etc. While performing the duties of this job, the employee is frequently required to stand, sit, walk, and reach with hands and arms, and talk or hear. Must be able to perform repetitive motions 75% of the time. Must be able to lift 50 lbs.
Expected salary: $80000 – 90000 per year
Location: New York City, NY
Job date: Wed, 29 Sep 2021 22:07:55 GMT
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