The IT Analyst role is an first-level position focused on delivering technology support and solutions to customers. This includes handling daily IT tasks for assigned office(s), assisting with meeting technology and tools, and contributing to IT projects and initiatives. The IT Analyst is also involved in enhancing organizational efficiency and ensuring excellent service delivery.

Key responsibilities include:

• Acting as a technical resource, providing prompt and high-quality assistance to customers, addressing software and hardware issues, and managing escalated requests; promoting new technologies.
• Supporting meeting technology for video conferences, presentations, client meetings, and events.
• Collaborating with other departments to ensure the proper scheduling and execution of meetings and events.
• Installing and maintaining computer software in line with department guidelines.
• Coordinating with IT teams to ensure timely resolution of software and hardware issues.
• Ensuring the functionality of office computers and printers.
• Managing the asset system to keep records of company assets up to date.
• Using call tracking technology to manage, update, and resolve service requests, ensuring effective communication with both IT teams and customers.
• Participating in IT projects, deployments, and training to support user adoption of new software.
• Supporting mobile device management and remote access tools and practices.
• Coordinating planned service events and responding to unplanned outages or network disruptions, liaising with relevant IT groups.
• Promoting data security best practices, complying with information security guidelines to protect company data.
• Occasionally working outside regular hours for scheduled or unscheduled support; some travel may be required.
• Demonstrating strong work ethic, punctuality, reliability, and self-motivation.

Required skills and proficiencies include:

• Advanced skills in Microsoft Operating Systems, application installation, and configuration.
• Advanced knowledge of Microsoft Office Suite.
• Proficiency in ServiceNow, EMS Conference Room reservation system, Intapp Time, Citrix, VPN, and mobile technologies (iOS, iPadOS).
• In-depth understanding of networking technologies, data communication, and document management systems (iManage/Work 10).
• Strong grasp of customer service principles, data security, project management, and remote access technologies.

Qualifications:

• Associate’s or Bachelor’s degree (preferred) or equivalent work experience.
• A minimum of 3 years’ experience in customer support, including business solutions, software, hardware, and networking technologies.
• At least 3 years’ experience in LAN/WAN support and network management.
• A minimum of 3 years’ experience with client PC operating systems and device configuration.
• Experience in law firm environments is preferred.