Systems Analyst

Systems Analyst

Under general supervision and in accordance with established policies and procedures, the Systems Analyst position plays a critical role in supporting the Firm's user and technology infrastructure. This position involves extensive interaction with attorneys and support staff while maintaining strict confidentiality of personnel and Firm matters. The ideal candidate must demonstrate strong problem-solving skills, the ability to diagnose, resolve or escalate application, hardware and workflow issues, use soft skills with users and collaborate with the IT team members to implement fixes, enhancements, work on projects and help identify larger problems.

Shift: Monday - Friday 12:00 a.m. - 8:00 a.m.

Essential Duties and 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

Ability to manage high-volume workloads in a fast-paced environment while performing essential duties while maintaining focus and resilience

Leveraging 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

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

Knowledge, Skills, and Abilities Required

Experience providing telephone based technical support and/or desk side technical support

Ability to communicate technical subjects to non-technical staff

Proven track record of being detail-oriented, with outstanding follow-through

Strong knowledge of PC systems and MAC systems (desktop and laptop), and wireless devices and printer hardware

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

Understanding the basic use of CMD and PowerShell

Ability to troubleshoot wireless handheld devices (Android, iPhone, iPad, etc)

Ability to troubleshoot remote technologies (RDP, VPN, F5, Global Protect, etc.)

Strong adherence to IT compliance procedures and documentation standards

Knowledge of Audio/Visual systems a plus

Education and Experience

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

Experience supporting Windows 10 and Windows 11, Office 2016 and Office 365, iManage, iWorks, Payne, Litera, and other legal specific applications

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+ preferred. HDI HelpDesk Analyst Certification preferred

Working Conditions

Normal office environment with little exposure to excessive noise, dust, temperature, etc.

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.