Systems Analyst / Help Desk Analyst Supervisor

Systems Analyst Supervisor – Law Firm Experience Required 

Monday-Friday, 12pm-8pm

New York, NY – Midtown, Manhattan 

Summary: Top-ranked multinational law firm is seeking a Systems Supervisor to serve as an integral member of the Firmwide IT Department to ensure the efficiency and success of the legal and administrative staff within the Firm.

Compensation: Base salary to $120,000, plus paid overtime, bonus and comprehensive benefits (including, medical, dental, vision and 401K). Exceptional work environment ideal to all and transportation in one of New York's most recognized addresses.

Responsibilities:

  • Establish schedules, set priorities and provide guidance and support to help desk staff 

  • Provide coaching to team members on performance, operational procedures and techniques for troubleshooting various technologies

  • Complete employee performance evaluations and recommend various salary actions

  • Ensure that IT Help Desk services are being operated in an efficient manner across the Firm

  • Manage help desk ticket requests using Service Now and make sure that each is responded to promptly

  • Act as a representative of the IT Help desk when responding to assistance requests

  • Troubleshoot, identify, and research IT issues and interface with staff via telephone or in person

  • Monitor active and resolved IT support issues/tickets and check for whether they need to be escalated to a higher level support staff and create or update articles through Knowledge Base to act as a resource for other IT staff members

  • Install updates on software throughout the Firm when needed 

  • Manage hardware/software inventory 

  • Provide back up Help Desk support to administrative and legal staff whenever needed

REQUIREMENTS:

  • Bachelor's Degree required

  • 5+ years experience providing telephone-based IT support and/or desk-side technical support

  • Supervisory experience is a must as well as experience working in a Law Firm

  • Microsoft Office application suite exposure, as well as iManage, Payne, Workshare, DocXtools, SMS, Micorsystems, Litera

  • Strong knowledge of PC systems and MAC systems (desktop and laptop), as well as wireless devices and printer hardware

  • Previous experience supporting mobile devices or with Mobile Device Management platforms (Airwatch)

  • Previous experience with entering and tracking tickets in an incident management system (Service Now)

  • Knowledge of VOIP technology telephone system

  • Previous experience with Active Directory

  • Wireless device support (Blackberry, Droid, iPhone, iPad, etc)

  • Remote help desk support experience (RDP, VPN, Citrix, etc.)

  • Knowledge of Video Conferencing systems

One or more of the following certifications is a plus:

  • MCITP: Enterprise Desktop Support Technician on Windows

  • MCITP: Enterprise Desktop Administrator on Windows 7

  • MOS: Microsoft Office Specialist; Certification in Word, Excel and Outlook (version 2016) PowerPoint or Access, Network+ preferred.

  • ACMT: Apple Certified Macintosh Technician

  • HDI Help Desk Analyst Certification