Senior IT Analyst

Trustpoint One
Published
November 10, 2022
Location
San Diego, CA, United States of America
Category
Job Type

Description

Trustpoint One is pleased to be partnered with an Am Law 100 industry leader in their search for an experienced Senior IT Analyst!

 

Position Details

  • On-site roles based in San Diego, CA
  • Direct/Permanent Hire

 

Position Purpose and Objective

The Senior IT Analyst is a support role responsible for providing advanced level technology solutions and support to customers; coordinating and delivering assigned offices daily IT operations work list; coordinating, facilitating and supporting meeting technology events and tools; and, coordinating IT projects and initiatives. The Senior IT Analyst also participates in advancing continuous organizational effectiveness and exceptional service delivery.

 

Job Description

  • Serves as an effective, advanced-level technical resource to customers who contact them directly for assistance and for escalations requiring software and hardware requests;
  • Serves as customer service advocate to facilitate timely and high quality solutions and support; Promote new technologies;
  • Plans, facilitates and supports meeting technology events and tools including video conferences, presentations, client meetings and special events; collaborates with Firm-wide departments to ensure proper and accurate scheduling and execution of meetings and events;
  • Installs and maintains computer software standards in accordance with departmental requirements and procedures;
  • Maintains the operational availability of office computers and printers; maintains asset management system to ensure the accuracy and currency of Firm assets;
  • Uses 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; Practices 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;
  • Coordinates IT initiatives, projects, and deployments; promotes effective training and user acceptance of Firm software;
  • Proposes solutions to technology processes and challenges to improve efficiencies;
  • Supports mobile device technologies; promotes and supports remote access tools and best practices;
  • Works across IT teams to achieve timely escalation and closure of software and hardware issues; Facilitates 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.);
  • Fosters data security policies and best practices; adhere to Information Security regulations and guidelines to ensure proper handling and security of Firm data; and
  • Works beyond scheduled hours as necessary for planned and unplanned work and support; light travel may be required.

 

Proficiencies

  • Expert proficiency in Microsoft Operating Systems;
  • Expert proficiency in Microsoft Office Suite;
  • Advanced to expert proficiency in Microsoft Operating System application installation and configuration processes;
  • 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 and related applications;
  • Advanced to expert proficiency in installation and configuration of modem, data communication devices, networking devices and cabling;
  • Advanced to expert proficiency in practice support/litigation support applications;
  • Advanced proficiency of Inter/Intra/Extranet technologies;
  • Advanced proficiency in Document Management System (WorkSite); and
  • Advanced knowledge of customer service principles and practices.

 

Required Skills

  • Bachelor’s Degree (preferred) or equivalent experience; Advanced degree (preferred)
  • Microsoft Office Specialist (MOS) Certification preferred
  • At least 6 years of experience providing direct support to customers in the areas of software and hardware
  • At least 6 years of experience in LAN, WAN and network systems support and management
  • At least 6 years of experience configuring, installing and maintaining client PC operating systems and related devices
  • At least 3 years of professional services or law firm experience (preferred)

 

 

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