Application Support Analyst

Application Support Analyst

A global law firm is currently recruiting for an Application Support Analyst that will reside in the Honolulu office. This is a highly skilled technical position within the Support Services team of a multinational-office law firm, which leads the application support efforts for the US. The Application Support Analyst will be responsible for maintenance and support of these applications across various environments. This position will report directly to the Application Support Lead.

The ideal candidate will have advanced knowledge of Microsoft Windows, Microsoft Office, iManage client, BigHand Create (or comparable template solution), Workshare, DocXtools, Tungsten PowerPDF and familiarity with Active Directory, Exchange, Group Policy and AppSense. The ideal candidate will also possess solid customer service and communication skills and the ability to handle multiple duties and responsibilities in a fast-paced, high stress operations environment and perform occasional off-hours work, including maintenance and on-call rotations.

Responsibilities

• Serve as subject matter expert on desktop applications, with primary focus on the Microsoft Office Suite and related integrated applications.
• Support end user applications.
• Perform and/or coordinate UAT for new or upgraded applications.
• Research new applications or alternatives when required.
• Actively monitor escalated tickets and follow proper incident, problem and request management processes.
• Assume ownership of level 2 support and troubleshoot to analyze, resolve and document all reported incidents.
• Utilize IT best practices for root cause analysis.
• Proactively identify issues and undertake appropriate action to avoid/resolve service interruptions once issues are identified.
• Assist in defining business needs and evaluating the business relevance and requirements of applications and upgrades under consideration.
• Serve as a resource for application-specific development requests and address special application requests from various legal practice areas.
• Collaborate with other team members and groups within IT.
• Create and maintain comprehensive documentation for defined applications.
• Create and maintain knowledge base articles.
• Conduct training for knowledge transfer to peers.
• Recommend changes in procedures and processes to leadership team when appropriate.
• Relay end-user feedback on issues and initiatives that impact customers and ensure that the "voice of the customer" is heard.
• Follow the global law firms imaging procedures as well as inventory, resource and asset management in the assigned office.
• Assist with and organize local office projects that require IT assistance, supervising firm-wide IT directed projects locally
• Work closely with the local Office Management to assist in Client meetings and Audio-Visual setups in the assigned office
• Act as an escalation point for any problems in their designated office to resolve and work with firm-wide IT staff and Client Services management to resolve
• Act as point of contact for all Hawaii office related IT needs and communicate with firm-wide IT staff, IT Client Services management, and local Office Management as necessary.
• Work with Local Office Management on-boarding/Off-boarding procedures (initial laptop/mobile device setup, retrieval of equipment upon departure, etc.).
• Other duties as assigned to fully meet the requirements of the position.

Experience & Qualifications

• 5+ years of industry experience in application support of Microsoft Office Suite, iManage DeskSite, BigHand Create, Workshare or similar software programs.
• 5+ years of general IT experience.
• In-depth technical knowledge of Microsoft Windows operating systems.
• In-depth technical knowledge of Mac OSX.
• Familiarity with Microsoft AVD.
• Excellent written and verbal communication skills with an ability to effectively communicate with individuals at all levels.
• Ability to interact positively at all levels within the firm and be a good team player.
• Ability to work effectively with minimal supervision and to contribute within a highly collaborative, virtual team environment.
• Ability to demonstrate excellent client/customer facing skills.
• Strong problem solving and analytical skills; can clearly explain and present problems and issues to others and contribute to their resolution.
• High level of critical and logical thinking, analysis, and/or reasoning to identify underlying principles, reasons, or facts.
• Ability to exercise tact and diplomacy in an organizational setting.
• Methodical approach to work, with a strong focus on organization, accuracy and quality.
• Understands the need for documentation and well-defined procedures.
• Ability to work under pressure to tight project deadlines and can adapt to differing demands, with the ability to multi-task and prioritize assigned workload to meet deadlines.
• Demonstrate confidence and resilience to overcome obstacles to deliver what is required.
• Ability to adapt to and absorb new ideas and concepts.
• Demonstrate initiative and the ability to be proactive, while also being able to follow instructions and provide support to IT Management.
• Prior law firm experience preferred.
• Professional in outlook, attitude and appearance.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.