Systems Analyst (3rd Shift)



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


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


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

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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