IT Support Analyst

Under the general direction of the US IT Service Delivery Manager and according to established policies and procedures, the IT Support Analyst will work as part of the US IT Support team, alongside four other US IT Support Analysts and one IT Digital Support Analyst (based in the Los Angeles, CA, San Francisco, CA, New Haven, CT and New York, NY offices).

The individual’s primary work base will be the New Haven office (Minimum 3 Days on-premise support; remote hybrid support up to 2 days per week). Service Desk support for offices other than the primary work base will be handled remotely unless travel to another location is necessary. Please note that if needed in another US office, the firm will reimburse for travel to and from other US offices.

Monday to Friday, 8:30a.m. to 5:00p.m. EST, including a one-hour lunch break. Flexibility is a must for early start or late shifts as needed to accommodate projects and service desk hours of operations.

• Answer the Global IT Service Desk telephone and deal with first/second line calls, providing deskside assistance as appropriate. (Ratio – 60:40 Phone:Deskside)
• Support the Microsoft Office 365 suite, Mimecast, iManage and other legal software such as Workshare Professional, Elite 3E and Webview, Big Hand digital dictation software, Accu Route, Hot Docs, pdfDocs, Inter Action, Contract Express, Forms Work Flow and eDockets.
• Floor walk to assist with and resolve IT issues (using remote control software where appropriate).
• Log calls in the Service Desk call logging software (TOPdesk) to ensure incidents are escalated via the correct procedure and close calls when a satisfactory resolution has been achieved.
• Build and support laptops, desktops, printers and mobile devices such as iPhones and Androids.
• Meet with all new hires and set up their remote access technology needs (laptop, mobile devices, Cisco VPN, Duo Security, Citrix Access).
• Able to train and assist with MS Office 365 questions, iManage, Adobe Acrobat, Client relationship management database (Interaction), Desk Site, Litera, Mimecast, Elite 3E and other firm software
• Administer the hardware and software inventory; add/remove new joiners and leavers into the call logging system and ensuring our records are kept fully up to date.
• Assist the setup of conference rooms with laptops, remote presentation and technical support of the existing Cisco and Logitech Rally Bar video conferencing equipment.
• Assist the Global IT Systems team with on-site server/network switch related tasks.
• Correctly diagnose PC, laptop and printer hardware faults and liaise with 3rd party engineers. Repair calls should be carried out within reasonable time scales and monitored to resolution.
• Inform the US IT Service Delivery Manager of any escalating support issues in order that they may be resolved within reasonable time scales.
• Provide desk side assistance as appropriate.
• Prep and troubleshoot video conferencing system connections before or if needed during meetings.
• Able to provide on-site coverage in the New Haven, CT office as needed; able to occasionally travel to other US offices as needed.
• Work on projects and operation initiatives as required.

• Windows 11 Professional
• Active Directory and Exchange Online environments
• MS Office 365
• MUST have experience with a Document Management System – preferably iManage Work
• Litera Compare/Protect
• Inter Action
• Omtool Accu Route
• Time Management/Recording – Elite 3E
• IP networking and remote user requirements, including Citrix/AVD and VPN
• Supporting mobile devices via Intune - iPhone, iPad and Android
• Duo Security (2FA)
• Service Desk ticketing system – TOPdesk
• PC hardware (Lenovo laptops), HP Laser printers and Canon multifunction devices
• Laptop image installation and configuration
• Ability to correctly analyze and diagnose PC, Printer and Laptop faults
• Law firm applications – Hot Docs, Big Hand, pdfDocs, Acrobat Reader Professional, Contract

Express, Forms Work Flow and eDockets

• Experience supporting audio visual conferences using Logitech Rally Bar and Cisco equipment
• Must have at least three years of experience in a law firm environment

• Must possess good problem…