The Senior IT Analyst is a senior-level support role responsible for providing advanced-level technology
solutions and support to customers; coordinating and delivering assigned office(s) daily IT operational
work list; coordinating, facilitating and supporting meeting technology events and tools; and, coordinating
IT projects and initiatives. The Senior IT Analyst also participates in advancing continuous organizational
effectiveness and exceptional service delivery.
In this capacity, the Senior IT Analyst will:
 Serves as an effective, advanced-level technical resource to customers who contact them directly
for assistance and for escalations requiring software and hardware requests;
 Serves as customer service advocate to facilitate timely and high quality solutions and support;
Promote new technologies;
 Plans, facilitates and supports meeting technology events and tools including video conferences,
presentations, client meetings and special events; collaborates with Firm-wide departments to
ensure proper and accurate scheduling and execution of meetings and events;
 Installs and maintains computer software standards in accordance with departmental
requirements and procedures;
 Maintains the operational availability of office computers and printers; maintains asset
management system to ensure the accuracy and currency of Firm assets;
 Uses Firm call tracking technology, in conjunction with departmental best practices, to create,
update, escalate, and close tickets recording the life-cycle of a services request; Practices call
ownership by acting as a liaison with Firm-side IT groups and customer keeping them apprised of
service request status until request is resolved to customer’s satisfaction;
 Coordinates IT initiatives, projects, and deployments; promotes effective training and user
acceptance of Firm software;
 Proposes solutions to technology processes and challenges to improve efficiencies;
 Supports mobile device technologies; promotes and supports remote access tools and best
practices;
 Works across IT teams to achieve timely escalation and closure of software and hardware issues;
Facilitates the handling of planned service events such as monthly network maintenance, or
unplanned network disruptions/critical outages requiring effective coordination and reporting to
responsible IT groups (Network Operations, Telecom, etc.);
 Fosters data security policies and best practices; adhere to Information Security regulations and
guidelines to ensure proper handling and security of Firm data; and
 Works beyond scheduled hours as necessary for planned and unplanned work and support; light
travel may be required.
Proficiencies:
 Expert to expert proficiency in Microsoft Operating Systems;
 Expert proficiency in Microsoft Office Suite;
 Advanced to expert proficiency in Microsoft Operating System application installation and
configuration processes;
 Advanced to expert proficiency in remote access architectures, applications and technologies
(Citrix, VPN);
 Advanced to expert knowledge of mobile technologies (iOS, iPad OS);

 Advanced to expert proficiency in networking technologies, cabling topologies and related
applications;
 Advanced to expert proficiency in installation and configuration of modem, data communication
devices, networking devices and cabling;
 Advanced to expert proficiency in practice support/litigation support applications;
 Advanced proficiency of Inter/Intra/Extranet technologies;
 Advanced proficiency in Document Management System (WorkSite); and
 Advanced knowledge of customer service principles and practices.
Qualifications:
 Bachelor’s Degree (preferred) or equivalent experience; Advanced degree (preferred);
 Microsoft Office Specialist (MOS) Certification preferred;
 At least 6 years of experience providing direct support to customers in the areas of software and
hardware;
 At least 6 years of experience in LAN, WAN and network systems support and management;
 At least 6 years of experience configuring, installing and maintaining client PC operating systems
and related devices; and
 At least 3 years of professional services or law firm experience (preferred).