IT Training and Support Analyst

Profile

Information Technology

1 Opening

Denver

Job Number: 1856

The Information Technology Department of Arnold & Porter has an opening for an Information Technology (IT) Training and Support Analyst in the Denver office. The IT Training and Support Analyst provides quality and consistent front-line, technical end user support services in a professional and responsive manner; including troubleshooting assistance, problem resolution via telephone, remote desktop connection and/or visits to user locations as well as develops training programs and a variety of training materials including manuals, QRGs and online documentation for the computer system, phone system, and applications used or developed within the firm. The IT Training and Support Analyst must take ownership and provide timely resolution of all incident tickets and change orders. This position interacts directly with other IT groups to determine the proper solution to an issue, set up for quality assurance testing of new hardware and software for existing and new users and performs other related duties. The hours are 9:00am to 5:30pm Monday - Friday.

Responsibilities include but are not limited to:

Performing installs, moves and changes to office layout for PC's, software, printers, phones and network components.

Communicating effectively, providing guidance and technical support for workstations, applications, procedures and break fix items; working with users, remote team members and peer groups across the organization to complete assigned work.

Helping with equipment installations, hardware racking, cable management and vendor support/oversight.

Interacting directly, when needed, with the network engineers, enterprise application administrators and engineers, other office support teams, litigation support, application developers, information security, application support and training, and procurement and inventory tracking to determine the proper remediation for an issue.

Setting up and quality assurance tests new hardware and software for existing and new end-users in the firm.

Providing exceptional client service and support to the firm and the firm’s clients.

Maintaining expert knowledge level in the areas:

All firm applications; including, but not limited to, electronic messaging, document management, financial systems, human resource systems, and practice support applications.

Microsoft Office Suite, including, Word, Excel, PowerPoint and Access.

The firm’s remote access and mobile computing environment, including, but not limited to: internet access, VPN access, Mobile Device messaging systems, wireless, cable and DSL connectivity, and Citrix.

Firm’s phone, voice conferencing and video conferencing systems; Microsoft PC OS operation and configuration and desktop, laptop, and peripheral hardware set-up, configuration and trouble shooting.

Utilizing trouble-shooting skills to resolve issues with software, hardware, printers, network connectivity, remote access and other peripherals.

Providing desk side support on escalated issues when unable to remote control into computer.

Providing immediate expert level support for the configuration of workstations, laptops, and standard and non-standard software applications used by the firm.

Installing and configuring software applications as required. Liaison with hardware and software manufacturers to resolve issues.

Preparing new and replacement PCs and laptops for the end-users.

Escalating to and partners with Network Operations, Enterprise Systems, and Applications Development staff to resolve network and/or application issues.

Documenting the resolutions to issues in the Help Desk Knowledge base in detail.

Participating in floor support for major system changes, rollouts of new software, hardware, and system enhancements.

Coordinating with other IT groups to research, test, deploy, document, and upgrade new and existing hardware and software

Coordinating with audio-video group to ensure effective and timely set-up of AV equipment and related AV services.

Participating in setting up, testing, and supporting Trial Sites for the Firm.

Supporting, monitoring, implementing and complying with firm policies and procedures as pertains to the Information Technology Department.

Meeting deadlines for deliverables.

Qualifications:

Two-year college degree preferred; equivalent experience will be considered.

Minimum of four years of experience in providing end-user support.

Minimum of two years of experience developing and executing IT training programs.

Participates in user groups relating to the computer system and applications used within the firm.

Knowledge and experience with law firm specific applications is preferred. Previous employment in legal information technology is preferred.

Experience in providing workstation support in a Microsoft environment and implementing, maintaining, and supporting Windows operating systems and MS Office application suites.

Technical experience configuring and supporting workstations, laptops, printers, and related equipment required.

Proficiency in Windows operating systems and Microsoft Office Suite and/or related software.

Strong project management and problem solving skills.

Must be self-motivated and able to successfully perform tasks independently with a minimum of supervision.

Ability to work effectively with all levels of the firm with tact and diplomacy.

Ability to work with tight deadlines in a fast-paced environment while exhibiting a strong attention to detail.

Ability to effectively present information and respond to questions from groups of managers, clients, and the general public.

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Ability to maintain a high level of confidentiality.

Ability to prioritize and manage time effectively.

Excellent organization and communications skills, both oral and written.

Exceptional client service, both internal and external.

Flexibility to work alternate shifts and overtime as determined by the Manager.

For benefits information, please click here. https://www.arnoldporter.com/en/careers/professional-staff/benefits

The salary range for this position is $59,000 to $73,000 commensurate with experience.

The firm may provide a discretionary bonus annually.

Arnold & Porter Kaye Scholer LLP is an equal opportunity and affirmative action employer that does not discriminate on the basis of race, color, creed, religion, national origin, sex (which includes pregnancy, childbirth, breastfeeding and related medical conditions), age, marital or partnership status, familial status, sexual orientation, gender, gender identity, gender expression, transgender, physical or mental disability, medical condition, family leave status, citizenship status, immigration status, ancestry, genetic information, military or veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. All qualified applicants will receive consideration for employment without regard to any characteristic protected by local, state, or federal laws, rules, or regulations.

Arnold & Porter Kaye Scholer LLP endeavors to make www.arnoldporter.com

accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Director of Support Staff Stephanie Denmark

at 1 202.942.6068. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

For our EEO Policy Statement, please click here

. If you would like more information about your EEO rights as an applicant under the law, please click EEO is the LAW

and the Supplement poster.

Arnold & Porter is an EO Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity.

Arnold & Porter Kaye Scholer LLP uses E-Verify, which is a web-based system, to confirm the eligibility of our employees to work in the United States. As an E-Verify employer, we verify the identity and employment eligibility of newly hired employees by electronically matching information provided by employees on the Form I-9, Employment Eligibility Verification, against records available to the Social Security Administration (SSA) and the Department of Homeland Security (DHS). We use E-Verify because we are a federal contractor containing the Federal Acquisition Regulation (FAR) E-Verify clause. Please see the posters for details regarding E-Verify or contact Arnold & Porter’s Human Resources Department for more information. E-Verify Participation Poster

and Right-to-work Poster

Company info

Arnold & Porter Kaye Scholer LLP
Website : https://www.arnoldporter.com