Information Technology Help Desk Analyst-Legal

Job Title: Helpdesk IT Analyst-Legal

Location: Dallas, TX (Onsite)

Salary: 76-86K

Skills: Help Desk, LAN/WAN, Network Support, Microsoft OS, ServiceNow, Citrix, VPN, (MUST HAVE EXPERIENCE WORKING WITHIN A LEGAL SETTING)

About Company / Opportunity:

We are a leading international law firm that provides innovative legal solutions to many of the world's top financial institutions and Fortune Global 500 companies. With a strong presence throughout the U.S., Asia, Europe, Latin America, and the Middle East, we have the global reach and extensive capabilities to provide personalized service wherever our clients’ needs take us. As one of the world’s leading law firms, we seek dynamic individuals who share our commitment to service, innovation, and professional growth.

Responsibilities:

The IT Analyst is a first-level role with the primary responsibility of providing technology solutions and support to customers, participating in delivering assigned office(s) daily IT operational work list, facilitating and supporting meeting technology events and tools, and participating in IT projects and initiatives. The IT Analyst also participates in advancing continuous organizational effectiveness and exceptional service delivery.

In this capacity, the IT Analyst will:

Serve as an effective technical resource to customers who contact them directly for timely assistance and high quality solutions and support, as well as for escalations requiring software and hardware requests; Promote new technologies;

Facilitate and support meeting technology events and tools including video conferences, presentations, client meetings and special events;

Collaborate with Firm-wide departments to ensure proper and accurate scheduling and execution of meetings and events;

Install and maintain computer software standards in accordance with departmental requirements and procedures;

Work across IT teams to achieve timely escalation and closure of software and hardware issues;

Maintain the operational availability of office computers and printers;

Maintain asset management system to ensure the accuracy and currency of Firm assets;

Use Firm call tracking technology, in conjunction with departmental best practices, to create, update, escalate, and close tickets recording the life-cycle of a services request;

Practice call ownership by acting as a liaison with Firm-side IT groups and customer keeping them apprised of service request status until request is resolved to customer’s satisfaction;

Participate in IT initiatives, projects, and deployments; promotes effective training and user acceptance of Firm software;

Support mobile device technologies; Promote and support remote access tools and best practices;

Facilitate the handling of planned service events such as monthly network maintenance, or unplanned network disruptions/critical outages requiring effective coordination and reporting to responsible IT groups (Network Operations, Telecom, etc.);

Foster data security policies and best practices; adhere to Information Security regulations and guidelines to ensure proper handling and security of Firm data;

Works beyond scheduled hours as necessary for planned and unplanned work and support; light travel may be required; and

Impeccable work ethic is a must (Punctual, Reliable Attendance and Self- motivated).

Proficiencies:

Advanced proficiency in Microsoft Operating Systems, specifically application installation and configuration processes;

Advanced proficiency in Microsoft Office Suite;

Advance proficiency in Service Now;

Advance proficiency in MS Teams;

Advanced to expert proficiency in remote access architectures, applications and technologies (Citrix, VPN);

Advanced to expert knowledge of mobile technologies (iOS, iPad OS);

Advanced to expert proficiency in networking technologies, cabling topologies, data communication devices, and related applications;

Advanced to expert proficiency in Inter/Intra/Extranet technologies;

Advanced to expert proficiency in Document Management Systems (iManage/Work 10);

Advanced knowledge of customer service principles and practices;

Advanced proficiency with data security and security applications;

Advanced proficiency with project management; and

Advanced proficiency in remote access architectures, applications and technologies (Citrix, VPN).

Must-Have Skills:

At least 3 years of experience providing direct support to customers in the areas of business solutions, software, hardware and networking technologies;

Must have experience providing support within a legal setting!

At least 3 years of experience in LAN, WAN and network systems support and management;

At least 3 years of experience configuring, installing and maintaining client PC operating systems and related devices; and

At least 3 years of professional services or law firm experience (preferred).

Bachelor's Degree preferred

Eligible employees can participate in the Firm’s comprehensive benefits program, which include the following:

Medical, Dental, Vision, Life/AD&D, Long Term Care, and Short- and Long-Term Disability

Flexible Spending Account and Health Savings Account

Healthcare Concierge and Advocacy

Lifestyle Spending Account

Voluntary 401(k) Plan and Profit Sharing

10 Paid Holidays per year and a generous PTO Program

Family Support including Paid Parental Leave, Fertility Benefits, Breast Milk Shipping, Back-up Child Care, Elder Care, and Tutoring

Wellbeing programs (Employee Assistance Program, Relationship Support, Mental Health and Well-Being Events)

Retirement Plan Consulting

Anniversary Bonus Program

Professional Development Programs

Transportation and Commuter Benefits

International Travel Insurance

Auto/Home/Pet Insurance

Prepaid Legal Insurance

Employee Discounts

And More!