User Support Analyst in New York, NY at Open Systems Technologies

Date Posted: 1/8/2020

Job Snapshot

Job Description

A law firm is seeking a User Support Analyst to join their team in New York, NY.


  • Respond to requests from IT staff, courteously assist and resolve issues as quickly as possible
  • Create a Heat system ticket for all issues that require tracking and recordkeeping
  • Work with Desktop Analysts to troubleshoot desktop issues, help to resolve the problem at once, and escalate unresolved issues to appropriate IT staff immediately
  • Becomes familiar with troubleshooting procedures for Windows applications, DM5, Citrix, Innova, and other applications
  • Familiar with troubleshooting printer problems
  • Work on special projects as required by IT management
  • Help Senior Telecom Analyst as necessary to install and troubleshoot phones and wireless devices
  • Communicate in a professional manner with all levels of attorneys and staff


  • A strong customer service mindset with attention to detail
  • Must learn on the job all details necessary to address all desktop support issues and develop knowledge of the firm’s software applications and Support Desk support software such as the tracking system and remote access software
  • Able to communicate clearly and succinctly and be effective in relating technical subject matter to all levels of staff and end users
  • Able to effectively take ownership of IT projects as directed
  • Able to interact constructively with technical staff, managers, legal, secretarial and administrative staff in the firm
  • Desired skills include Active Directory, Outlook, Exchange 2010, eDocs, Windows 7, Windows 10, Tracking Systems, MS Office 2013, RSA SecurID, MobileIron, BlackBerry BesServer, iPhone, iPad, Droids Remote Access Software, Innova, Nuance, Citrix and Mac applications/ OS
  • Able to act with a high degree of professionalism, be a self – starter, and demonstrate above average communication skills
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