IT Support Analyst

Withersworldwide; Penshaw; Hybrid; GBP 38,000 - 62,000; Full time

Job summary

Withersworldwide is seeking an IT Support Analyst to join the US IT Support team, primarily based in New Haven with on-site and hybrid responsibilities. You will handle 1st/2nd line support, manage Office 365, iManage, Elite 3E and other legal software, and support AV setups for meetings.

The role requires at least three years of law-firm experience, strong problem-solving, and the ability to work independently and as part of a proactive team.

Qualifications

• Must have at least three years of experience in a law firm environment.
• Experience supporting Audio Visual conferences using Logitech Rally Bar and Cisco equipment.
• Able to train and assist with MS Office 365 questions and other firm software.

Responsibilities

• Answer the Global IT Service Desk telephone and deal with first/second line calls, providing deskside assistance as appropriate.
• Support the Microsoft Office 365 suite, Mimecast, iManage and other legal software.
• Log calls in the Service Desk ticketing system (TOPdesk) and ensure incidents are escalated appropriately.
• Build and support laptops, desktops, printers and mobile devices.
• Meet with all new hires and set up their remote access technology needs.
• Administer the hardware and software inventory and onboarding/offboarding.
• Assist with the setup of conference rooms and video conferencing equipment.
• Assist the Global IT Systems team with on-site server/network switch related tasks.
• Correctly diagnose PC, laptop and printer hardware faults and liaise with 3rd party engineers.
• Provide desk side assistance and on-site coverage as needed; travel to other US offices as required.

Skills

Windows 11 Pro

Active Directory

Exchange Online

Microsoft Office 365

IT Help Desk

VPN and Citrix

Mobile Device Management (Intune)

2FA (Duo)

Hardware Troubleshooting

Tools

TOPdesk

iManage Work

Litera

Elite 3E

Webview

Job description

Under the general direction of the US IT Service Delivery Manager and according to established policies and procedures, the IT Support Analyst will work as part of the US IT Support team, alongside four other US IT Support Analysts and one IT Digital Support Analyst (based in the Los Angeles, CA, San Francisco, CA, New Haven, CT and New York, NY offices). The individual's primary work base will be the New Haven office (Minimum 3 Days on-premise support; remote hybrid support up to 2 days per week). Service Desk support for offices other than the primary work base will be handled remotely unless travel to another location is necessary. Please note that if needed in another US office, the firm will reimburse for travel to and from other US offices. Hours Monday to Friday, 8:30a.m. to 5:00p.m. EST, including a one-hour lunch break. Flexibility is a must for early start or late shifts as needed to accommodate projects and service desk hours of operations.

• Answer the Global IT Service Desk telephone and deal with first/second line calls, providing deskside assistance as appropriate. (Ratio - 60:40 Phone:Deskside)
• Support the Microsoft Office 365 suite, Mimecast, iManage and other legal software such as Workshare Professional, Elite 3E and Webview, BigHand digital dictation software, AccuRoute, HotDocs, pdfDocs, InterAction, Contract Express, Forms WorkFlow and eDockets.
• Floor walk to assist with and resolve IT issues (using remote control software where appropriate).
• Log calls in the Service Desk call logging software (TOPdesk) to ensure incidents are escalated via the correct procedure and close calls when a satisfactory resolution has been achieved.
• Build and support laptops, desktops, printers and mobile devices such as iPhones and Androids.
• Meet with all new hires and set up their remote access technology needs (laptop, mobile devices, Cisco VPN, Duo Security, Citrix Access).
• Able to train and assist with MS Office 365 questions, iManage, Adobe Acrobat, Client relationship management database (Interaction), DeskSite, Litera, Mimecast, Elite 3E and other firm software
• Administer the hardware and software inventory; add/remove new joiners and leavers into the call logging system and ensuring our records are kept fully up to date.
• Assist with the setup of conference rooms with laptops, remote presentation and technical support of the existing Cisco and Logitech Rally Bar video conferencing equipment.
• Assist the Global IT Systems team with on-site server/network switch related tasks.
• Correctly diagnose PC, laptop and printer hardware faults and liaise with 3rd party engineers. Repair calls should be carried out within reasonable time scales and monitored to resolution.
• Inform the US IT Service Delivery Manager of any escalating support issues in order that they may be resolved within reasonable time scales.
• Provide desk side assistance as appropriate.
• Prep and troubleshoot video conferencing system connections before or if needed during meetings.
• Able to provide on-site coverage in the New Haven, CT office as needed; able to occasionally travel to other US offices as needed.
• Work on projects and operation initiatives as required.
• Windows 11 Professional
• Active Directory and Exchange Online environments
• MS Office 365
• MUST have experience with a Document Management System - preferably iManage Work
• Litera Compare/Protect
• InterAction
• Omtool AccuRoute
• Time Management/Recording - Elite 3E
• IP networking and remote user requirements, including Citrix/AVD and VPN
• Supporting mobile devices via Intune - iPhone, iPad and Android
• Duo Security (2FA)
• Service Desk ticketing system - TOPdesk
• PC hardware (Lenovo laptops), HP Laser printers and Canon multifunction devices
• Laptop image installation and configuration
• Ability to correctly analyze and diagnose PC, Printer and Laptop faults
• Law firm applications - HotDocs, BigHand, pdfDocs, Acrobat Reader Professional, Contract Express, Forms WorkFlow and eDockets
• Experience supporting audio visual conferences using Logitech Rally Bar and Cisco equipment
• Must have at least three years of experience in a law firm environment, Must possess good problem solving skills and a calm and focused attitude
• Able to troubleshoot and resolve problems methodically and logically
• Needs to be a pro-active team player but have the ability to work and focus on tasks independently of others
• Good administration/clerical skills for updating records
• Excellent communication skills including keeping users regularly updated with progress of job
• Strong organizational skills and ability to multi-task
• Empathize with user frustrations; capable of dealing with people in a calm, effective manner
• Fast learner, adaptable, able to work under pressure
• Enthusiastic and friendly with a good sense of humor
• Enjoys being a team player
• Flexible approach to working hours during upgrades and other ad hoc duties carried out by IT

About Withers

A law firm focused on people, performance, and collaboration. For the past 130 years, we have supported some of the world's most remarkable people and organizations at defining moments in their lives. We are united in our commitment to integrity, quality and collaboration. We have a culture of high performance and deliver excellent service consistently across the firm. We provide tailored solutions built on trust and partner with our clients to achieve their goals. Many of our clients are shaping the future and creating solutions to tackle many of the world's problems. It makes for a fascinating and challenging practice. Our role is to get to know each individual client, find out where they want to be, and help them to get there - whether they are building a business, buying a home or protecting and defending their interests. To meet their unique needs we are exceptionally collaborative, working together across teams and time zones. And we are agile - focusing on strategy rather than rigid ideas and traditional hierarchy. Join us to be part of a team that is always looking to the future. Where initiative, big ideas and bold moves are always encouraged. Where you can truly be yourself.