Technology Support Analyst

Skadden, Arps, Slate, Meagher & Flom LLP has forged a reputation as one of the most prestigious law firms in the world. Relying on innovation, intellect, teamwork and tenacity, our lawyers deliver the highest quality advice and novel solutions to our clients’ legal issues. We are known for handling the most complex transactions, litigation/controversy issues, and regulatory matters, as well as for the strong partnerships we build with clients and each other. Our attorneys reflect a broad range of experiences and perspectives and work together seamlessly across 50-plus practices and 21 offices in the world’s major financial centers.

About the role

We are seeking a Technology Support Analyst to join our Boston office (onsite). This position provides technology support for areas including software, hardware, infrastructure, network services, mobile and remote services, audio visual, telephone, and security systems. The role involves delivering a high level of customer service, accurate reporting, and collaboration with local technology professionals as well as the Firm's central resources in White Plains. The Technology Support Analyst works under the direction of the Senior Technology Support Analyst, Technology Support Supervisor, Technology Manager, and Regional Technology Support Manager.

Responsibilities

• Respond to local and central telephone helpline, support tickets, and email; assess problems, log calls into the Firm’s call logging systems, and resolve or escalate as appropriate.
• Provide application support for both local installations and Citrix-based applications.
• Assemble, install, configure, test, image, troubleshoot, and repair hardware and peripherals, including computers, printers, scanners, mobile phones, Wi-Fi capable devices, audio visual equipment, reprographic and cost recovery network interfaces, security network interfaces, and other equipment.
• Provide assistance and advice on technology allowance purchases for attorneys.
• Support, troubleshoot, and repair laptops and desktops.
• Assist with remote site access and off-site technology setups.
• Support the Firm’s audio visual setup requirements.
• Maintain data room components, data closets, and troubleshoot networking issues in conjunction with the Technology Manager/Supervisor.
• Support all personnel adds, moves, and changes; service, document, and provide loaner equipment in accordance with Firm policies.
• Maintain accurate inventory records.
• Establish and maintain effective working relationships with clients, attorneys, and business services professionals.
• Ensure the security of the Firm’s systems by understanding risks and following best practices.
• Help maintain Firm policies and procedures related to computer technology.
• Provide basic induction training on technology systems, mobile device usage, and basic software usage.
• Deliver software training based on modules created by the global training department.
• Provide a consistent and high level of customer service.
• Demonstrate effective interpersonal, written, and verbal communication skills to facilitate work relationships.
• Perform frequent physical exertion, including walking, pushing, pulling, repetitive hand use, and lifting or carrying up to 10 pounds frequently and up to 50 pounds occasionally.
• Manage Firm resources responsibly and comply with Firm operations, policies, and procedures.
• Perform other related duties as assigned.

Requirements

• Thorough working knowledge of Microsoft Office Suite, Citrix, Windows and Mac environments, NetDocuments, iPhone and other mobile devices, DTE, Litera ChangePro, and general desktop environments.
• Ability to apply logic, reasoning, analysis, and interpretation skills to resolve problems.
• Maintain continuous concentration, alertness, and attention to detail.
• Basic understanding of hardware and software used for building security systems.
• Strong customer service skills.
• Knowledge of relevant Firm computer software programs (e.g., Outlook, Excel, PowerPoint) with the ability to learn new software and operating systems.
• Effective interpersonal and communication skills, both verbally and in writing.
• Ability to handle multiple projects and shifting priorities.
• Ability to handle sensitive matters and maintain confidentiality.
• Strong organizational and prioritization skills.
• Ability to work well in a demanding and fast-paced environment.
• Ability to work independently as well as effectively within a team.
• Flexibility to travel and adjust hours to meet operating and business needs.

Qualifications

• High school diploma or equivalent.
• Minimum of three years of related work experience, inclusive of two years of specialized technical training or an equivalent combination of education and experience.
• Knowledge of current technology applications, hardware, and software.

Benefits

• Competitive salaries and year-end discretionary bonuses.
• Comprehensive health care (medical, dental, vision), savings plan/401(k), and voluntary benefits.
• Generous paid time off.
• Paid leave options, including parental leave.
• In-classroom, remote, and on-demand learning and professional development opportunities.
• Robust well-being classes and programs.
• Opportunities to give back and make an impact in local communities.

Pay

The starting base salary for this position is expected to be within the range of $80,000 - $90,000. Actual salary will be determined based on skills, experience, and other job-related factors.

Schedule

This is an onsite position, Monday - Friday, 8:00 AM – 4:00 PM.