What are the responsibilities and job description for the Information Technology Support Analyst position at Signature IT World Inc?
Key Responsibilities:
- Serve as a primary technical support resource, providing timely assistance and high-quality solutions to end users and escalating issues when necessary.
- Support and promote Firm technologies and tools, including those used for meetings, video conferencing, presentations, and client events.
- Collaborate with internal departments to coordinate and execute meetings and events requiring technical support.
- Install and maintain standard software configurations across firm devices.
- Troubleshoot and resolve hardware and software issues in coordination with other IT teams.
- Maintain operational readiness of office computers, printers, and other technical equipment.
- Keep asset management records accurate and up to date.
- Use IT service management tools (e.g., ServiceNow) to manage support tickets from creation to resolution.
- Take ownership of support requests and maintain clear communication with end users throughout the process.
- Participate in firm-wide IT initiatives, deployments, and training programs to encourage adoption of new technologies.
- Provide support for mobile devices and remote access tools (Citrix, VPN, etc.).
- Coordinate responses to planned maintenance and unexpected outages in collaboration with network and telecom teams.
- Uphold data security protocols and ensure compliance with firm policies and information security guidelines.
- Be available for work outside normal hours when needed and willing to travel occasionally.
- Exhibit strong reliability, professionalism, and self-motivation.
Required Skills & Proficiencies:
Strong knowledge of Microsoft Windows operating systems and Office Suite
Experience with IT service management platforms (e.g., ServiceNow)
Proficient in MS Teams and other collaboration tools
Expertise in remote access technologies (Citrix, VPN)
Familiarity with iOS and mobile device management
Solid understanding of networking technologies and cabling systems
Experience with document management systems (preferably iManage)
Strong customer service orientation
Awareness of data security best practices
Project coordination or management experience is a plus
Qualifications:
Associate’s or Bachelor’s degree preferred, or equivalent work experience
Minimum 3 years of experience in technical support, including LAN/WAN support
Experience with configuration, installation, and maintenance of desktop operating systems and hardware
Prior experience working for a law firm required
Skills and Certifications
MUST HAVE LAW FIRM EXPERIENCE
Minimum 3 years of experience in technical support, including LAN/WAN support
Experience with configuration, installation, & maintenance of desktop operating systems and hardware
Strong knowledge of Microsoft Windows operating systems and Office Suite
Experience with IT service management platforms (e.g., ServiceNow)
Proficient in MS Teams and other collaboration tools
Expertise in remote access technologies (Citrix, VPN)
Solid understanding of networking technologies and cabling systems
Experience with document management systems (preferably iManage)
Excellent communication skills & customer service orientation
