Systems Analyst

Summary:

Under general supervision and in accordance with established policies and procedures, the Systems Analyst position plays a critical role in supporting the Firm’s user and technology infrastructure. This position involves extensive interaction with attorneys and support staff while maintaining strict confidentiality of personnel and Firm matters. The ideal candidate must demonstrate strong problem-solving skills, the ability to diagnose, resolve or escalate application, hardware and workflow issues, use soft skills with users and collaborate with the IT team members to implement fixes, enhancements, work on projects and help identify larger problems.

Shift: Friday 12:00 a.m. - 1:00 p.m., Saturday and Sunday 12:00 a.m. - 12:30 p.m.

Essential Duties and Responsibilities:

• Serve as initial point of contact for telephone and email inquiries regarding the Firm’s software, hardware, and remote technologies directed to the Information Technology department
• Maintain a positive customer-service oriented attitude, patience, and the ability to work as a member of a team
• Troubleshoot and resolve software, hardware, operating system, and networking problems; repair and recover from hardware or software failures, virus infections and other issues; and document resolution on incident tickets
• Serve as initial point of contact for telephone and e-mail inquiries on the Firm’s software applications, hardware, printers, and remote technologies directed to the Information Technology department.
• Deliver exceptional customer service with patience, professionalism, and a collaborative team-oriented approach.
• Ability to manage high-volume workloads in a fast-paced environment while performing essential duties while maintaining focus and resilience. Leveraging exceptional skills in personal organization, strong multitasking, time management, strategic planning, and effective project coordination.
• Excellent problem-solving skills and methodology, clear and effective communication and strong interpersonal skills are essential.
• Ensure timely updates and follow up on all open ticket-related inquires and effectively manage escalated calls routed to Interdepartmental teams.
• Provide onsite desktop support, ensuring timely and effective resolution of users’ issues and technical needs.
• Provide occasional home visit support for attorneys in the Firm.
• Respond to occasional after-hours/emergency support requests as needed.
• Responsible for imaging, testing, installing and maintaining all end user IT equipment. This includes desktops, laptops, printers, and electronic devices, along with their associated software and peripherals.
• Maintain accurate records of all maintenance, inventory and security measures associated with the Firm’s inventory.
• Safely lift and transport equipment weighing up to 50 pounds.
• Stay current with emerging technological developments in software/hardware, systems and application support, and management and user support practices. This includes reading publications, participating in mail lists and on-line communities, attending conferences and workshops.

Knowledge, Skills, and Abilities Required:

• Experience providing telephone based technical support and/or desk side technical support.
• Ability to communicate technical subjects to non-technical staff.
• Proven track record of being detail-oriented, with outstanding follow-through.
• Strong knowledge of PC systems and MAC systems (desktop and laptop), and wireless devices and printer hardware.
• Experience supporting mobile devices or with Mobile Device Management platforms (Intune).
• Experience with entering and tracking tickets in an incident management system (ServiceNow).
• Knowledge of VOIP technology telephone system a plus.
• Experience with Active Directory and MS Exchange.
• Understanding the basic use of CMD and PowerShell.
• Ability to troubleshoot wireless handheld devices (Android, iPhone, iPad, etc).
• Ability to troubleshoot remote technologies (RDP, VPN, F5, Global Protect, etc.).
• Strong adherence to IT compliance procedures and documentation standards.
• Knowledge of Audio/Visual systems a plus.

Education and Experience:

• Associate degree in a computer-related discipline required (equivalent technical experience may substitute on a year-for-year basis).
• 1-3 years of experience in a technical environment.
• Experience supporting Windows 10 and Windows 11, Office 2016 and Office 365,  iManage, iWorks, Payne, Litera, and other legal specific applications.
• Prior law firm experience a plus.
• One or more of these certifications a plus:
  • MCITP: Enterprise Desktop Support Technician on Windows
  • MOS: Microsoft Office Specialist; Certification in Word, Excel and Outlook
  • PowerPoint or Access, Network+ preferred.
  • HDI HelpDesk Analyst Certification preferred.

Working Conditions:

• Normal office environment with little exposure to excessive noise, dust, temperature, etc.

Wachtell, Lipton, Rosen & Katz provides competitive compensation and benefits to its employees, ensuring that we attract and retain the most talented individuals.  The expected base salary range for this role is $90,000 - $105,000.  The base salary offer is based on a variety of factors, which includes, but is not limited to, qualifications, education and experience.

The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.