Job Title: Deskside Support Analyst
Schedule: FULLY ONSITE!
Location: 10022, New York, NY
Terms: 6-month contract to hire
Industry: Legal
Start Date: ASAP!

SUMMARY: Provide deskside computer hardware and software support services to Firm attorneys and staff. These services are largely analytical and require an individual with excellent troubleshooting skills and an ability to think and react independently and creatively.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:

• Performs Tier 2 in-depth technical support for 2,000 computers, 1,000 printers, 225 software applications, and 1,100 mobile devices (i.e., smartphone, etc.)
• Provides Tier 2 technical support during normal business hours and routinely provides Tier 2 after hours and weekend technical support
• First responder to security events and incidents to quickly neutralize threats to the Firm
• Supports the DevOps Continuous Integration and Delivery pipeline by serving as a primary test group focusing on performance, stability, connectivity, functionality, and integrations for new software, feature updates, security patches, or new procedures
• Provides technical support services and solutions to one primary office and requisite home office support for personnel assigned to the primary office
• Provides backup technology support services and solutions to the additional 22 offices and home office support for up to 1,200 employee home offices
• Monitor local deskside ticket queue and provide a timely response for in-person support calls escalated by the Help Desk
• Monitor firmwide second level ticket queue to correct problems requiring elevated permissions or in-depth analysis and troubleshooting
• Documents procedures and suggests improvements
• Communicate technology issues and outages to attorneys and staff.
• Supplement the Systems Administration and Security teams to cover planned absences or assist with projects initiated by those groups.
• Conducts onboarding of new personnel, including computer setup, data imports, contacts, calendars, and special software
• Conducts offboarding actions for departing personnel, including receiving firm equipment, data, contacts, and calendar exports
• Collaborate with Systems Engineering for the Firm's baseline image (i.e., operating system, applications, and integrations)
• Maintain loaner pool of laptops, MiFis, and other devices
• Work with departing attorneys and staff to collect equipment
• Assist with data transfers for clients or employees who are leaving or joining the Firm.
• Coordinate phone setup and placement.
• Printer support and maintenance.
• Install firm-approved software.
• Maintain inventory of all computer equipment.
• Prepare laptop computers to be returned to the leasing vendor.
• Perform bi-weekly checklist tasks of conference rooms which include checking the supply bin levels.
• Assist in video conferencing setup and coordinate video conference troubleshooting.
• Conducts setup and tear down of trial site operations room at remote locations
• Complete assigned special projects
• This job requires occasional travel to support various obligations

QUALIFICATIONS: An individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE:

• Associate's degree (A. A.) or equivalent from two-year college required. A four-year degree and industry certifications are not required but are highly favored.
• CompTIA A+ certification is required for this position. AA or BS Degrees in Information Technology supersede the CompTIA A+ Certification. CompTIA Security+ certification is required but may be obtained within the first six months of employment and must be completed for continued employment.
• Certifications in Microsoft Office and Microsoft Engineering are preferred but not required.

LANGUAGE SKILLS: Ability to read, analyze, and interpret instructions, policies, and procedures. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from peers and management. Ability to communicate with attorneys and staff and provide rapid and responsive customer service.

TECHNOLOGY SKILLS: Must be extremely well versed in the usage and troubleshooting of the Microsoft Windows operating system platform. Must have advanced skills in the usage and troubleshooting of Microsoft Office products, most importantly Word, Excel, and PowerPoint. Must have printer and computer hardware repair skills. Industry certifications proving proficiency in these areas are highly favored. Experience with legal-specific software and practices highly favored.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.