Systems Analyst

About the role

The Systems Analyst position plays a critical role in supporting the Firm’s user and technology infrastructure. This role involves extensive interaction with attorneys and support staff while maintaining strict confidentiality of personnel and Firm matters.

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
• Deliver exceptional customer service with patience, professionalism, and a collaborative team-oriented approach
• Able to manage high-volume workloads in a fast-paced environment while performing essential duties while maintaining focus and resilience
• Leverage 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

Requirements

• Experience providing telephone based technical support and/or desk side technical support
• Ability to communicate technical subjects to non-technical staff
• 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+
• Knowledge of VOIP technology telephone system a plus
• Experience with entering and tracking tickets in an incident management system (ServiceNow)
• Knowledge of Active Directory and MS Exchange
• Experience supporting Windows 10 and Windows 11, Office 2016 and Office 365, iManage, iWorks, Payne, Litera, and other legal specific applications
• Strong adherence to IT compliance procedures and documentation standards
• Knowledge of Audio/Visual systems a plus

Qualifications

• 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

Skills

• 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
• Experience with entering and tracking tickets in an incident management system (ServiceNow)
• Knowledge of Active Directory and MS Exchange
• Experience supporting Windows 10 and Windows 11, Office 2016 and Office 365, iManage, iWorks, Payne, Litera, and other legal specific applications
• Strong adherence to IT compliance procedures and documentation standards
• Knowledge of Audio/Visual systems a plus

Benefits

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.