IT Support Desk Senior Analyst

Profile

IT Support Desk – Senior Analyst
The candidate will be responsible for: Effectively communicate in a professional manner with all levels of attorneys and staff. Respond to calls, voicemail and email from end users for assistance with computer or phone-related problems, escalating as necessary to the IT Department’s technical staff. Draft and send out all IT related firm-wide communications via email. Responds to requests from IT customers, courteously assists and resolves issues as quickly as possible. Create a ticketing system entry for all reported issues for tracking and recordkeeping. Becomes familiar with troubleshooting procedures for Windows applications, DM5, Citrix, Innova, and other applications. Familiar with troubleshooting printer problems. Work on special projects as required by IT management. Provides assistance to Senior Telecom Analyst as necessary to install and troubleshoot phones and wireless devices. Should have 2-5 years’ experience working as a support desk analyst. Prior experience in a legal environment preferred. Must have effectively take ownership of IT projects as directed. Desired skills include Active Directory, Outlook, Exchange, eDocs, iManage, Windows 10, Tracking Systems, MS Office 2013, RSA SecurID, MobileIron, iPhone, iPad , Android, Remote Access Software, VPN, Innova, Nuance, Citrix and Mac applications/OS.

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