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IT Support Services Analyst - Hartford, CT

Position Summary

The IT Support Services Analyst is responsible for supporting for supporting the end users of the Firm with their use of technology.

IT Support Analyst Job Responsibilities

  • Deliver technical support for a variety of software and hardware needs within a Citrix XenDesktop environment:
    • Resolve software-related issues for all firm-deployed applications in-person and remotely.
    • Troubleshoot issues related to client workstations/laptops, as well as related hardware.
    • Convert various forms of document and multimedia including, but not limited to, zip files, unknown extensions, unsupported applications, etc.
    • Removal of harmful desktop viruses, spyware, ad software, etc.
    • Printer management including, but not limited to, resetting and clearing print jobs, installation, and back-end server support
    • Contact third party vendors as needed
    • Test new and/or updated technology to ensure stability prior to firm-wide release.
    • Commit to self-development by learning new technologies as needed.
  • Support firm-issued mobile devices (iPhone and Android)
    • Install and configure mobile device management platform (MDM).
    • Troubleshoot issues related to mobile devices and MDM.
    • Provide end user instruction.
    • Follow department standards for inventory tracking and communication.
  • Support desk phones and voicemail system
    • Troubleshoot and resolve technical issues.
    • Provide end user instruction.
  • Provide outstanding service to end users by:
    • Adhering to department standards for ticket workflow and service level practices.
    • Regularly checking voice/e-mails and responding in a timely manner.
    • Following up with clients to ensure a satisfactory resolution to reported problems and requests.
    • Assisting with development and updates of technical and support documentation.
    • Communicating with end users regarding system outages and resolutions.
    • Updating internal training resources such as, but not limited to, Footprints Knowledge Base.
  • Advise and assist with specialized projects as asked for by Management.

Work Environment

  • Fast-paced
  • Heavy inbound/outbound call center
  • Teamwork–driven and collaborative
  • Customer-centric
  • Professional development opportunities
  • Room for advancement for motivated individuals with proven track record

Required Qualifications

  • 3 to 5 years job-related experience in an IT support role.
  • Excellent verbal and written communication, including appropriate telephone etiquette.
  • Excellent organizational skills.
  • Excellent problem-solving and troubleshooting skills required.
  • Exceptional customer service skills.
  • Strong dedication to maintaining professional relationships with users and outside vendors.
  • A working knowledge of Microsoft Office at a proficient level.
  • Ability to work remotely.
  • Ability to work effectively with all organizational levels, both individually and as part of a team.
  • Ability and to communicate effectively with all levels of management and staff.
  • Ability to remain calm under pressure and deal with stress associated with a fast-paced work environment.
  • Ability to work independently and within a team environment.
  • Ability to take the lead on projects and problems when requested or as appropriate, to make sound decisions and take the initiative to anticipate user needs.
  • Flexibility and adaptability to changing situations.
  • Ability to quickly learn new technology and develop computer skills as required to meet user demand.
  • Ability to travel periodically to other offices as needed.
  • Prior law firm experience.

Preferred Qualifications

  • Working knowledge of Citrix XenDesktop
  • Some college preferred