Technology Support Analyst

Wilmington

Job Summary

Skadden is seeking a Technology Support Analyst to join our Network Services Department in the Wilmington, Delaware office.  As a member of Skadden's professional staff, the Technology Support Analyst will play an integral role in helping the Firm provide high-quality service to clients.  The team of knowledgeable and talented staff at Skadden are dedicated to supporting our lawyers in their goal to provide excellent in legal and client services. 

This position provides technology support to the local office for areas including software, hardware, infrastructure, network services, mobile and remote services, audio visual, telephone and security systems. The position requires a high level of customer service, accurate reporting and team work with other local technology staff as well as the Firm's central resources in White Plains. 

 ESSENTIAL FUNCTIONS:

  • Provides a consistent and high level of customer service.

  • Responds to local telephone helpline, support tickets and e-mails (provides information, assesses problems and offers assistance).

  • Logs all calls in the Firm's call logging systems and resolves or escalates as appropriate.

  • Performs root cause analysis, escalate findings as well as identifies and escalates network/application problems to the appropriate engineering group.

  • Provides application support for both local installations and Citrix based applications.

  • Assembles, installs, configures, tests, images, troubleshoots and repairs hardware and peripherals, including but not exclusive to computers, printers, scanners and fax machines.

  • Provides assistance and advice on technology allowance purchases for attorneys.

  • Provides support troubleshooting and repair for Windows and Mac laptops and desktops.

  • Troubleshoots desktop applications and pc hardware.

  • Assist with the Firm's audio visual needs for set ups and breakdowns and both physical and software installation, activation and troubleshooting.

  • Maintains and documents data closets and troubleshoots networking issues in conjunction with the Technology Supervisor.

  • Day-to-day phone system support (Moves, Adds and Changes ).

  • Provides mobile device support, set up, configuration, support and end user training.

  • Services, documents and provides loaner equipment within Firm policies.

  • Helps to maintain Firm policies and procedures in relation to computer technology.

  • Works under the supervision of Technology Support Supervisor.

  • Basic understanding of hardware and software used for building security systems.

  • Provides basic induction training on technology systems, mobile device usage and basic software usage.

  • Provides software training based upon modules created by the global training department.

  • Performs other related duties as assigned.

     

Qualifications

  • Duties are diverse and require logic, reasoning skills, analysis and interpretation to resolve problems.  Many of the duties are different than standard practices

  • The position requires continuous concentration, alertness and attention to detail

  • Demonstrates effective interpersonal and communication skills, both verbally and in writing

  • Demonstrates close attention to detail

  • Ability to handle multiple projects and shifting priorities

  • Ability to handle sensitive matters and maintain confidentiality

  • Ability to organize and prioritize work

  • Ability to work well in a demanding and fast-paced environment

  • Ability to work well independently as well as effectively within a team

  • Flexibility to adjust hours and work the hours necessary to meet operating and business needs

Experience/Education

  • High school diploma or equivalent

  • 2 to 4 years of specialized technical training

  • 3 to 5 years of previous related work experience and knowledge of current technology applications, hardware and software such as the following:

  • Microsoft Office Suites

  • Citrix, PC and Mac Environments

  • eDocs DM

  • Blackberry and other mobile devices

  • DTE

  • Litera ChangePro

  • General Desktop Environments

  • Operating Systems – Windows and Mac

 

Apply Now

EEO Statement

Skadden is an Equal Opportunity Employer. It adheres to an employment policy that prohibits discriminatory practices or harassment against applicants or employees based on any legally impermissible factor including, but not necessarily limited to, race, color, religion, creed, sex, national origin, ancestry, age, alienage or citizenship status, marital or familial status, domestic partnership status, caregiver status, sexual orientation, gender, gender identity or expression, change of sex or transgender status, genetic information, medical condition, pregnancy, childbirth or related medical conditions, physical or mental disability (where the applicant or employee is qualified to perform the essential functions of the job with or without reasonable accommodation), any protected military or veteran status, or status as a victim of domestic or dating violence, sexual assault or offense, or stalking.

If you are having technical issues applying for a position, please contact your local internet service provider. Applicants who are interested in applying for a position and require special assistance or an accommodation during the process due to a disability should contact Jennifer Lee at (212) 735-2073.

Skadden EEO and Affirmative Action Policy

Applicants Have Rights Under Federal Employment Law

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