Information Technology Support Analyst

Our client: leading international law firm is seeking talented IT Support Analyst for their Boston, MA offices to join the IT Team on the Full Time / Permanent basis: Hybrid work schedule model: 4 Days a week Onsite and 1 day remote;

Collaborative work environment with opportunity with growth and technical advancement.

Excellent compensation package includes best in class Benefits.

Please Note: this FT role requires valid US Work Permit for Permanent employment.

Please Note: only local candidate will be considered.

The IT Support Analyst is responsible for first-level role providing technology solutions and support to customers, participating in delivering assigned office(s) daily IT operations,

and participating in IT multiple projects and initiatives.

Responsibilities include:

• Serve as an effective technical resource to customers directly for timely assistance and high quality solutions and support, and escalations for software and hardware requests;
• Facilitate and support meeting technology events and tools including video conferences, presentations, client meetings and special events;
• Install and maintain computer software standards;
• Work across IT teams to achieve timely escalation and closure of software and hardware issues; Maintain the operational availability of office computers and printers;
• Maintain asset management system to ensure the accuracy and currency of Firm assets;
• Use Firm call tracking technology, in conjunction with departmental best practices, to create, update, escalate, and close tickets recording the life-cycle of a services request;
• Participate in IT initiatives, projects, and deployments; promotes effective training and user acceptance of Firm software;
• Support mobile device technologies;
• Facilitate the handling of planned service events such as monthly network maintenance, or unplanned network disruptions/critical outages requiring effective coordination and reporting to responsible IT groups (Network Operations, Telecom, etc.);
• Preserve data security policies and best practices; adhere to Information Security regulations and guidelines;
• availability to work off hours (as needed) for planned and unplanned work and support; some local travel may be required;

Proficiencies:

• Advanced proficiency in Microsoft Operating Systems, application installation and configuration processes; Advanced proficiency in Microsoft Office Suite;
• Advance proficiency in ServiceNow and EMS conference Room reservation system;
• Advance proficiency IntApp Time;
• Remote access architectures, applications and technologies (Citrix, VPN);
• Strong knowledge of mobile technologies (iOS, iPad OS);
• Networking technologies, cabling topologies, data communication devices, and related applications; Inter/Intra/Extranet technologies;
• Document Management Systems (iManage/Work 10);
• Remote access architectures, applications and technologies (Citrix, VPN).

Qualifications / Education:

• Associate’s degree (preferred); Bachelor’s degree (preferred); or similar work experience;
• Experience providing direct support to customers in the areas of business solutions, software, hardware and networking technologies (preferred);
• Experience in Network systems support and management (preferred);
• Experience configuring, installing and maintaining client PC operating systems and related devices (preferred); and Excellent communication skills
• 3 years of Professional Services or Law firm experience