IT Analyst

• Resolves workstation issues throughout the organization to maximize firm-wide productivity and minimize system downtime.
• Responds to telephone, email, and in-person requests for technical support; including monitoring and responding to questions directed to assigned office IT GROUP e-mail alias.
• Tracks, documents, monitors, and completes all issues in Help Desk ticketing system to ensure timely and effective resolution, escalating to others in IT Support and overall IT as necessary to realize issue resolution.
• Provides comprehensive incident support for customers both in-person and remotely, including rapid problem resolution followed by root cause analysis and knowledge transfer by notifying others as appropriate based on problem documentation and escalation procedures.
• Runs diagnostic tests to isolate system problems and makes recommendations for potential solutions.
• Installs, maintains, and upgrades equipment and its associated infrastructure as needed
• Provides basic PowerShell scripting assistance for key custom applications.
• Maintains inventories and interacts with vendors as necessary to contract technology supplies and services.
• Develops instructions and procedures for software installations and configurations, enabling knowledge sharing across the department.
• Performs daytime, evening, after-hours, weekend, holiday, and/or emergency closure end user support as necessary, which may require short notice to travel to the office outside of normal business hours; participates in rotating on-call coverage with other team members.
• May occasionally visit assigned offices to provide onsite assistance and inventory tasks as needed with short notice.

Requirements

• High school diploma or equivalent required; Bachelor’s degree preferred
• Minimum of 5 years of experience in Windows workstation implementation, management, and support preferably in the professional services industry
• Experience using and supporting Windows; MS 365; SharePoint, OneDrive, PowerShell, Citrix, VPN, Teams, Zoom Webex and document management systems such as NetDocuments required
• Basic knowledge of networking in an MS Server /2019 environment required
• Current certifications in relevant technologies such as Microsoft Windows 10 MCSA, CompTIA Network+ and A+ preferred
• Experience using and supporting video conferencing equipment preferred
• Experience with Carpe Diem, Aderant and Relativity is a plus