Summary
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.
Hours
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.
The Role
- 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, BigHand digital dictation software, AccuRoute, HotDocs, pdfDocs, InterAction, Contract Express, Forms WorkFlow 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), DeskSite, 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 with 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.
Technical Skills
- 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
- InterAction
- Omtool AccuRoute
- 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 – HotDocs, BigHand, pdfDocs, Acrobat Reader Professional, Contract Express, Forms WorkFlow 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
Key Skills and Experience
- Must possess good problem solving skills and a calm and focused attitude
- Able to troubleshoot and resolve problems methodically and logically
- Needs to be a pro-active team player but have the ability to work and focus on tasks independently of others
- Good administration/clerical skills for updating records
- Excellent communication skills including keeping users regularly updated with progress of job
- Strong organizational skills and ability to multi-task
- Empathize with user frustrations; capable of dealing with people in a calm, effective manner
- Fast learner, adaptable, able to work under pressure
- Enthusiastic and friendly with a good sense of humor
- Enjoys being a team player
- Flexible approach to working hours during upgrades and other ad hoc duties carried out by IT
About Withers
A law firm focused on people, performance, and collaboration.
For the past 130 years, we have supported some of the world’s most remarkable people and organizations at defining moments in their lives.
We are united in our commitment to integrity, quality and collaboration. We have a culture of high performance and deliver excellent service consistently across the firm. We provide tailored solutions built on trust and partner with our clients to achieve their goals.
Many of our clients are shaping the future and creating solutions to tackle many of the world’s problems. It makes for a fascinating and challenging practice.
Our role is to get to know each individual client, find out where they want to be, and help them to get there – whether they are building a business, buying a home or protecting and defending their interests.
To meet their unique needs we are exceptionally collaborative, working together across teams and time zones. And we are agile – focusing on strategy rather than rigid ideas and traditional hierarchy.
Join us to be part of a team that is always looking to the future. Where initiative, big ideas and bold moves are always encouraged. Where you can truly be yourself.
For more information on Withers, please visit the following links: General Career Site, LinkedIn, About Us
Equal opportunities employment statement
The firm is an Equal Employment Opportunity employer. Equal employment opportunity has been and will continue to be a fundamental principle at the firm. Employment at the firm is based upon personal capabilities and qualifications without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, or any other characteristic protected by federal, state, or local law. The firm prohibits and will not tolerate any discrimination or harassment on the basis of any of these classifications or characteristics.
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other characteristics protected by law. For those applying for a position in the city of San Francisco, the firm will consider for employment qualified applicants with criminal history in a manner consistent with applicable federal, state and local law.
If you are interested in applying for employment and need special assistance or an accommodation to use our website to apply for a position, please contact the firm at 203 789 1320 or email [email protected] with your request. Determinations on requests for reasonable accommodation are made on a case-by-case basis.
