What are the responsibilities and job description for the IT Application Support Analyst position at Cleary Gottlieb Steen & Hamilton LLP?
Overview
Cleary Gottlieb is a pioneer in globalizing the legal profession. We have 16 offices in major financial centers around the world, but we operate as a single, integrated global partnership and not as a U.S. firm with a network of overseas locations. The firm employs approximately 1,100 lawyers from more than 50 countries.
Since 1946 our lawyers and staff have worked across practices, industries, jurisdictions, and continents to provide clients with simple, actionable approaches to their most complex legal and business challenges, whether domestic or international. We support every client relationship with intellectual agility, commercial acumen, and a human touch.
The entry-level IT Application Support Analyst to play a crucial role in maintaining the seamless operation and functionality of IT applications. Responsibilities include providing technical support, troubleshooting software-related issues, and working directly with vendors to ensure prompt resolutions. Strong communication skills and flexibility to provide off-hours support when needed are essential for this role.
Responsibilities
- Deliver support for enterprise applications by diagnosing and resolving user technical issues.
- Collaborate with vendors to identify, troubleshoot, and resolve software-related problems.
- Document and track support requests, ensuring accurate and detailed records of issues and resolutions.
- Assist in creating and maintaining user guides, FAQs, and other support documentation.
- Perform regular system checks and monitor application performance to identify potential issues.
- Support the implementation of software updates and patches.
- Communicate effectively with users to understand their needs and provide clear instructions and solutions.
- Participate in an on-call rotation to provide off-hours support as required.
- Stay updated with the latest industry trends and technologies to continually improve support processes.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Experience working in a customer support or IT help desk environment.
- Basic understanding and experience in IT application support, troubleshooting methodologies, and system administration. Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
- Familiarity with HTML for basic web application troubleshooting.
- Excellent written and verbal communication skills.
- Excellent analytical and problem-solving skills with attention to detail.
- Ability to work independently and as part of a team.
- Willingness to work flexible hours, including occasional evenings and weekends for support coverage.
Preferred Qualifications:
- Experience with VIDESKTOP and QUALTRICS is highly advantageous.
- Basic knowledge of databases (SQL) and scripting languages.
- Experience collaborating with vendors to resolve software issues.
- Knowledge of ITIL or other IT service management frameworks.
The estimated base salary for this position is $85,000 to $110,000 at the time of posting. The actual salary offered will depend on a variety of job-related factors, including skills, education, training, credentials, experience, scope and complexity of role responsibilities, geographic location, and performance. This role is exempt meaning it is not overtime pay eligible.
Cleary provides a comprehensive benefits package, including health care benefits. More information can be found here: Benefits
At Cleary Gottlieb, all members of our community deserve respect as individuals and appreciation for the contributions they make to our community. We champion diversity, equity, and inclusion, and creating equal opportunities to develop and succeed.
Salary : $85,000 - $110,000
