IT Support Analyst

The Role
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 York 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. The annual base compensation for this role is commensurate with experience and set between $85,000 - $105,000. 

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.

Key IT Support Tasks and Essential Duties
• Answer the Global IT Service Desk telephone and deal with first/second line calls, providing desk-side 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, FileSite, Workshare, 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 York, NY office as needed; able to occasionally travel to other US offices as needed.
• Work on projects and operation initiatives as required.

Technical Requirements
• Windows 10/11 Professional
• Active Directory and Exchange Online environments
• MS Office 365
• MUST have experience with a Document Management System – preferably iManage 9.0/10 (Advanced)
• Workshare Professional
• InterAction
• Omtool AccuRoute
• Time Management/Recording – Elite 3E
• IP networking and remote user requirements, including Citrix and VPN
• Supporting mobile devices - 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

Skills and Personal Qualities
• 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 Withersworldwide

Withersworldwide has been acting for successful individuals, families and institutions for over 100 years.

We advise clients on the full range of their business, personal and philanthropic legal needs, both at home and abroad.  With offices in the key financial centers of Europe, Asia-Pacific, the United States and the Caribbean, we provide coverage and services that other law firms focused on the needs of the individual cannot.  We have represented 46% of the Top 100 in The Sunday Times Rich List, 25% of the US Top 100 Forbes Rich List, 30% of the Top 20 Hong Kong billionaires in the Forbes World's Billionaires list and over 20% of the Forbes Asia's Richest Families list.

Equal Opportunities Employment Statement 

It is the policy of Withersworldwide to provide equal opportunities for all employees in relation to recruitment, training and promotion.  Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (including color, nationality and ethnic and national origin), religion or belief, sex or sexual orientation.

The firm is committed to complying with all applicable provisions of the Americans with Disabilities Act (“ADA”) and state and local disability laws, as applicable. It is the policy of the firm not to discriminate against any qualified employee or applicant with respect to any terms or conditions of employment because of such individual’s disability or perceived disability.  Such terms or conditions of employment include application procedures, hiring, advancement, discharge, compensation, training, or other privileges of employment.  The firm will make a reasonable accommodation for employees or applicants with a qualifying disability unless providing such accommodation would impose undue hardship.