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:
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Establish schedules, set priorities and provide guidance and support to help desk staff
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Provide coaching to team members on performance, operational procedures and techniques for troubleshooting various technologies
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Complete employee performance evaluations and recommend various salary actions
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Ensure that IT Help Desk services are being operated in an efficient manner across the Firm
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Manage help desk ticket requests using Service Now and make sure that each is responded to promptly
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Act as a representative of the IT Help desk when responding to assistance requests
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Troubleshoot, identify, and research IT issues and interface with staff via telephone or in person
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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
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Install updates on software throughout the Firm when needed
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Manage hardware/software inventory
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Provide back up Help Desk support to administrative and legal staff whenever needed
REQUIREMENTS:
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Bachelor's Degree required
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5+ years experience providing telephone-based IT support and/or desk-side technical support
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Supervisory experience is a must as well as experience working in a Law Firm
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Microsoft Office application suite exposure, as well as iManage, Payne, Workshare, DocXtools, SMS, Micorsystems, Litera
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Strong knowledge of PC systems and MAC systems (desktop and laptop), as well as wireless devices and printer hardware
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Previous experience supporting mobile devices or with Mobile Device Management platforms (Airwatch)
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Previous experience with entering and tracking tickets in an incident management system (Service Now)
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Knowledge of VOIP technology telephone system
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Previous experience with Active Directory
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Wireless device support (Blackberry, Droid, iPhone, iPad, etc)
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Remote help desk support experience (RDP, VPN, Citrix, etc.)
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Knowledge of Video Conferencing systems
One or more of the following certifications is a plus:
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MCITP: Enterprise Desktop Support Technician on Windows
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MCITP: Enterprise Desktop Administrator on Windows 7
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MOS: Microsoft Office Specialist; Certification in Word, Excel and Outlook (version 2016) PowerPoint or Access, Network+ preferred.
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ACMT: Apple Certified Macintosh Technician
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HDI Help Desk Analyst Certification