Level 1 User Support Analyst

Job Summary
The Level 1 User Support Analyst is responsible for supporting Windows 10/11, the Microsoft Office Suite and all firm applications including document management, the financial platform and the Citrix remote access systems in a networked environment. This role requires working on site five (5) days in the firm’s Philadelphia headquarters. Development of training documentation and training experience is required.

Key Responsibilities include:

• Responsible for end-user support for all Firm applications and peripheral hardware including cloud platforms during normal business hours and regularly scheduled assigned on-call hours.
• Research to identify, diagnose and resolve IT issues and resolutions of end user support requests.
• Continue to develop skills, knowledge and an ability to improve processes and procedures by keeping up with current IT trends and developments.
• Ensure all end user support requests are entered in the Help Desk call tracking system.
• Responsible for developing training material and user documentation.
• Provide support for Teams and Zoom AV conferences and meeting platforms;
• Assist in managing and maintaining hardware asset inventories of desktops, laptops and printers and other devices.
• Responsible for moving, setting up and implementing changes to firm issued hardware, including printers, computers, monitors (ability to move 25-50lbs).
• Manage network printer/copier setup and changes.
• Provide support for firm approved and issued mobile devices, including, Apple iPhone and Android devices.
• Responsible for New Hire account setup and training.

Knowledge, Skills and Abilities

• Excellent customer service and the ability to communicate effectively with attorneys, staff and clients; able to work well as part of a team.
• Knowledge of all current versions of the MS Office Suite, Windows Operating Systems, Exchange online environment and Active Directory/Azure.
• Understanding of LAN/WAN configurations, Windows networking and remote access technologies including VPN.
• Knowledge and understanding of network protocols (i.e. TCP/IP, printers and peripherals) and Cloud SaaS, PaaS and IaaS solutions.
• General Knowledge of Cybersecurity, Disaster Recovery and Security Awareness issues.
• Solid knowledge of other mobile devices, Iphone, Android devices and experience with troubleshooting.
• Experience supporting iManage document management platform and integrated applications a plus.
• Familiarity with help desk ticketing systems such as Fresh Service is also a plus.
• Knowledge of cloud based VOIP phone systems is also a plus.
• Some travel to other offices in the US may be required.

Education and/or Experience

• Bachelor’s degree in Information Technology is preferred or equivalent training, education and experience demonstrating the ability to perform the required duties of this position
• Experience with hardware and software troubleshooting procedures and best practices.
• Microsoft certifications preferred.
• Four (4) years of IT experience in a law firm environment preferred but not required.
• Familiarity with legal applications and matter centric platforms are a plus.

Location:

Requires being in our Philadelphia Office 5 days per week

RAWLE & HENDERSON LLP offers competitive salary and benefits which include matching 401k after one month of employment, medical and dental insurance, disability benefits, life insurance, medical and dependent care spending accounts as well as commuting and parking pre-tax accounts. EOE. M/F/D/V

RAWLE & HENDERSON LLP is a Mid-Atlantic regional law firm of over 100 attorneys, headquartered in Philadelphia, which is engaged in defense civil litigation and trial practice. With regional offices in Pittsburgh and Philadelphia, Pennsylvania; Wilmington, Delaware; Hackensack and Cherry Hill, New Jersey; Wheeling, WV; Mineola and New York City, New York the firm services clients in nearly every industry, service and profession.

RAWLE & HENDERSON LLP, founded as the Rawle Law Offices in 1783, has been recognized as the oldest law firm in continuous practice in the United States. For information about RAWLE & HENDERSON LLP, please visit our website www.rawle.com

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• On call

Ability to Commute:

• Philadelphia, PA 19102 (Required)

Ability to Relocate:

• Philadelphia, PA 19102: Relocate before starting work (Required)

Work Location: In person

Salary : $65,000 - $75,000