Job Description

IT Service Desk Analyst

This is an exciting opportunity to work for one of the top law firms in the U.S.  Davis Wright Tremaine LLP is looking for an innovative, IT professional to join our team in New York. This position is responsible for quickly resolving end-user issues; providing technical support and troubleshooting assistance; installing software, setting up devices; and providing floor support to attorneys and staff. This position is also responsible for providing exceptional AV support for the local office. Superior technical and customer service skills are paramount.  Experience working in a law firm is required.

Core Responsibilities:

  • Partner with teammates and other coworkers to identify and resolve issues and problems, and make improvements.
  • Keep professional skills current by taking relevant training, continuing education courses, and conferences. Apply and share these skills back on the job to the betterment of the department and firm.
  • Be a critical thinker; think things through before asking someone else and use the resources available to find information and seek answers.
  • Maintain high quality standards within the team by supporting good practices and habits. Identify and encourage areas for growth and improvement within the team.
  • Assess opportunities for application and process improvement and prepare documentation of rationale to share with team members, leadership, and other affected parties.
Job Duties and Responsibilities:
  • Quickly resolve end-user issues that are submitted through phone call, email, in person or online.
  • Provide proactive, in-person support to all users within the local office by frequently traversing all floors and seeking opportunities to assist.
  • Provide technical advice/support, troubleshooting assistance, and problem resolution for PCs (both laptops and desktops), printers, applications, smartphones, telephones, remote access, and document transfers.
  • Provide technical advice, support,  and setup for all audio/visual needs within the local office. Partner with Lead AV Specialist and colleagues throughout all offices to ensure meetings are setup on time and executed without issues.
  • Install software, configure and set up PCs; install and set up printers and telephones as necessary.
  • Document all support calls/inquiries and their resolutions in the incident tracking database.
  • Provide telephone support to users in multiple offices using firm-wide Call Center system; update status as ready/not-ready as needed.
  • Assist with determining and documenting the support impacts of new technology and planned software upgrades as requested.
  • Coordinate specific systems-related office needs with the office administrators (or local supervisor) and IT personnel; participate in network updates (this may require work be periodically done during non-standard hours for network maintenance and support).
  • Assist with scheduling and communicating all system changes and downtime within the office as requested.
  • Maintain awareness and adherence of security measures, policies, methods and procedures that safeguard the integrity of and access to enterprise systems, files, and firm data. Promote a culture that promotes Information Security as an integral part of IT architecture and business processes.
  • Support the Security office in assessing the current IT environment, recommending & implementing security measures and practices that comply with the firm’s policies & standards.
  • Maintain knowledge of hardware and software supported.
  • Coordinate timely repair of hardware with outside vendors, monitoring inventory levels, verifying bills/invoices, etc.
  • Generate and maintain hardware and software inventories for the office.
  • Assist with backup/restore, file reorganization, startup/shutdown of systems, as required.
  • Assist with other special projects, tasks, and/or support as assigned.
  • Provide off-hours/pager support, as necessary.
  • Travel as necessary.
  • Work non-business hours for application upgrades as necessary.
Qualifications:
  • 3+ years’ experience in providing direct hardware and software support required.
  • 2+ years’ experience in providing AV support.
  • 2+ years’ experience in a law firm required.
  • Demonstrate an understanding of desktops, laptops, mobile devices, printers, various Windows OS, and Microsoft Office Suite.
  • Ability to communicate in a pleasant and effective manner with attorneys and staff, in person and by telephone, required.
  • Exceptional customer service and troubleshooting skills, problem solving, and follow-up skills are required.
  • Excellent interpersonal skills required. Must be a team player.
  • Ability to handle stressful situations in a calm, composed manner.
  • Ability to quickly assess a situation, and  adjust approach to fit, is required.
  • A strong attention to detail and quality control required.
  • Experience providing remote access support strongly preferred.
  • Training experience, either one-on-one or classroom, a plus.
  • Understanding of large networked environments (both LAN and WAN) a plus.
  • Demonstrated ability to quickly learn and support new technologies.
  • Tenacious problem solving skills.
  • Ability to work independently, with minimum supervision.
  • GED/High School Diploma, Bachelor’s degree preferred.
Physical Requirements:
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and reach with hands and arms. The employee is frequently required to stand; walk; sit and stoop, kneel, crouch, or crawl. The employee is occasionally required to climb or balance. The employee must regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus.
 
This position description intends to describe the general nature and level of work being performed by individuals assigned to this position.  It is not intended to include all duties and responsibilities.

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Application Instructions

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