IT Analyst

PHILLIPS LYTLE LLP•Buffalo, NY

3d•$23 - $27•Onsite

About The Position

The IT Analyst is responsible for providing first and second level support to the firm’s users, including troubleshooting assistance, problem resolution via telephone, remote desktop connection, and/or visits to user locations. The IT Analyst must take ownership and provide timely resolution of all incident tickets. This position interacts directly with other members of the IT group to determine the proper solution to an issue, sets up for quality assurance testing of new hardware and software for existing and new users, and performs other related duties.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field.
2+ years of experience in IT analysis or a related role.
Strong knowledge of IT systems, networks, and databases.
Proficiency in data analysis tools and methodologies.
Excellent problem-solving and critical-thinking skills.
Strong communication and interpersonal skills, with the ability to work collaboratively.
Detail-oriented with a strong focus on accuracy and quality.
Excellent time management skills with a proven ability to meet deadlines.
Ability to act with integrity and professionalism, and to maintain confidentiality.
Willingness to take initiative, be flexible, demonstrate resiliency, and adapt to change

Nice To Haves

Relevant certifications (e.g., ITIL, CompTIA) are advantageous.
Familiarity with project management methodologies is a plus.

Responsibilities

Provide technical support via in-person, email, and phone, serving as the initial point of contact for technical support requests.
Take ownership of user support requests and provide comprehensive troubleshooting and resolution for computer systems, hardware, software, mobile devices, peripherals, and network issues to ensure .
Develop and modify computer systems for new and replacement PCs and laptops for the end-users; including configuration of the operating system, peripherals, off-the-shelf applications, and integrated additional specialty applications.
Analyze and modify computer systems and programs, up to and including making administrative-level changes to operating system and application configurations in accordance to user and system design specifications.
Acting as a system administrator, establish and maintain user network access rights with timely response to changes of status; including new hires, terminations, promotions, and department transitions.
Set up and quality assurance testing of new hardware and software for existing and new end-users in the firm.
Assist with equipment installations, hardware racking, cable management, and vendor support/oversight.
Identify and escalate patterns of issues impacting multiple users to appropriate team members or third-party support.
Inform management of recurring problems or trends.
Participate in Information Technology Department meetings and assist with Department projects as needed.
Provide on-call support after hours, responding to requests according to the Service Level Agreement.
Uphold the firm’s reputation as the premier source for sophisticated legal counsel by delivering superior outcomes, service, and value to every client and matter.
Performs other duties as assigned.