Senior IT Analyst

Finnegan•Washington, DC

1d•$110,000 - $120,000•Onsite

About The Position

The Senior IT Analyst is a senior member of the Washington, DC Help Desk team responsible for providing on-site and remote end user support to attorneys and staff for all issues involving firm provided hardware (desktop, laptop, and mobile) and software in a timely and efficient manner. As a senior member of the DC Level 2 support team, this position serves as an escalation resource and mentor to other support staff, supports firm-wide device lifecycle and refresh initiatives, and manages firm-wide cell phone procurement and payments. This position contributes to the firm’s service excellence initiative and displays professionalism, quality service, and a “can do” attitude to internal members/departments of the firm as well as external clients and vendors.

Requirements

High school diploma or equivalent required; Bachelor’s degree preferred
Minimum of 7 years of experience in Windows workstation implementation, management, and support preferably in a legal or professional services environment
Demonstrated knowledge using and supporting Windows; MS365; SharePoint, OneDrive, PowerShell, Citrix, VPN, Teams, Zoom, Webex and document management systems such as NetDocuments required
Advanced experience with laptop and printer repairs and ability to replace basic components of a PC, Laptop, and Printer required
Basic knowledge of networking in an MS Server 2019 environment required
Ability to provide technical guidance and explain advanced concepts to others in the work area via strong written and oral communications
Ability to deal courteously and efficiently with attorneys, administrative and support staff, and outside vendors and professional peers
Excellent oral and written communication (including spelling and grammar) and interpersonal skills; high-touch customer service skills with a professional demeanor
Ability to work under pressure, meet frequent deadlines, and prioritize multiple tasks
Ability to manage multiple projects while providing outstanding support to end users and IT teams.
Strong leadership skills.
Willingness to be a team player.

Nice To Haves

Experience with ServiceNow or a similar IT service management platform preferred
Experience supporting iOS/iPadOS devices and mobile device management preferred
Current certifications in relevant technologies such as CompTIA A+, Network+, or Microsoft MD-102 (Endpoint Administrator) preferred
Experience using and supporting video conferencing equipment preferred
Experience with Carpe Diem, Aderant and Relativity is a plus

Responsibilities

Provide on-site and remote end-user support to DC office attorneys and staff for firm-provided hardware (desktops, laptops, mobile devices) and software, ensuring efficient issue resolution.
Troubleshoot and resolve workstation issues to maximize productivity and minimize system downtime.
Serve as a senior-level escalation point for the DC Level 2 support team on complex hardware and software issues, providing technical guidance and mentorship to other support staff.
Respond to telephone, email, and in-person requests for technical support, including monitoring and responding to questions directed to the WAS-IT e-mail alias.
Provide comprehensive incident support for customers at varied locations, including in-person, remote, and home office (as needed), with rapid problem resolution followed by root cause analysis and knowledge transfer based on problem documentation and escalation procedures.
Perform diagnostic tests to isolate system problems and recommend appropriate solutions.
Track, document, and manage all issues in ServiceNow to ensure timely and effective resolution, escalating to others in IT Support and overall IT as necessary.
Educate staff and attorneys on technology tools to minimize recurring issues and enhance productivity.
Partner with the DC AV Support team to support interoffice and client video meetings, court hearings, depositions, and other audiovisual services, including Crestron panels, Neat Bars, Cisco Room Bars, screens, cameras, and other AV systems.
Ensure equipment and associated technology is properly configured and functioning for new hires, office moves, and visiting attorneys and staff in the DC office; complete in-person follow-up with end users to confirm prompt resolution.
Support firm-wide device refresh and rollout projects, including imaging, deployment, data migration, user orientation, and retrieval and proper disposal of retired equipment.
Order and track all PC hardware, related equipment, and software purchases for the firm.
Install, maintain, and upgrade hardware infrastructure, responding to equipment setup requests and performing necessary repairs.
Manage software administration and develop procedures for software installation and configuration.
Provide basic PowerShell scripting assistance for key custom applications.
Develop and maintain knowledge base articles, procedure guides, and other resources to assist employees with common issues and enable knowledge sharing across the department.
Maintain inventories and interact with vendors to procure technology supplies and services.
Assist with monitoring and managing the DC Help Desk storerooms, ensuring inventory is stocked, stored appropriately, and kept clean, safe, and organized.
Liaise with the Networking team to maintain the onsite server room and associated equipment.
Coordinate with internal IT teams to streamline processes and improve overall efficiency.
Assist in testing new software and hardware, providing feedback to enhance systems.
Stay current on firm software and hardware through continuous training and development.
Perform daytime, evening, after-hours, weekend, holiday, and/or emergency closure support as necessary, which may require short notice travel to the DC office; participate in rotating on-call coverage with other team members.
Occasionally visit regional offices to provide onsite assistance and conduct inventory tasks as needed with short notice.
Mentor junior IT team members, contribute to positive working relationships, and participate in the interviewing, onboarding, and training of new Help Desk staff as needed.
Ensure all support complies with department policies, procedures, and standards, and promptly notify Help Desk management of any hardware, software, or practices that are non-compliant with firm or department policy.
Contribute to the firm’s Service Excellence initiative to consistently improve its image internally and externally.