The Information Technology Department of Arnold & Porter has an opening for an Information Technology (IT) Analyst in the Houston office. The IT 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. The IT 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, sets up for quality assurance testing of new hardware and software for existing and new users, and performs other related duties. This position will work 100% onsite in the physical Houston office.
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.
Owning and providing timely resolution of all incident tickets and change orders.
Assisting with equipment installations, hardware racking, cable management, and vendor support/oversight.
Interacting directly, when needed, with the network engineers, enterprise application administrators, 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 testing new hardware and software for existing and new end-users in the firm.
Providing exceptional customer service and support to the firm and the firm’s clients.
Maintaining an expert knowledge level in the areas:
Firm applications; including, but not limited to, electronic messaging, document management, financial systems, human resource systems, and practice support applications, i.e., Microsoft Office Suite, including, Word, Excel, PowerPoint, and Access.
Firm’s remote access and mobile computing environment, including, but not limited to, internet access, VPN access, Mobile Device Management, wireless, cable and DSL connectivity, and Citrix.
Firm’s phone, voice conferencing and video conferencing systems.
Firm computers; including Windows 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. Acting as a liaison with hardware and software manufacturers to resolve issues.
Preparing new and replacement PCs and laptops for the end-users.
Escalating to and partnering with Network Operations, Enterprise Systems, and Applications Development staff to resolve network and/or application issues.
Documenting in detail the resolutions to issues in the Help Desk ticketing system.
Participating in floor support for major system changes, rollouts of new software, hardware, and system enhancements.
Coordinating with other IT teams to research, test, deploy, document, and upgrade new and existing hardware and software.
Setting up AV equipment and related AV services as needed in the Houston office.
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.
Two-year college degree preferred; equivalent experience will be considered.
Minimum of three years of experience in providing end-user support.
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 as well as proficiency in Windows operating systems and Microsoft Office Suite and/or related software.
Technical experience configuring and supporting workstations, laptops, printers, AV, and related equipment required.
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 solve practical problems and handle 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.
Arnold & Porter is an equal opportunity and affirmative action employer that does not discriminate on the basis of race, color, creed, religion, national origin, sex, pregnancy and childbirth (including 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. Our Firm's equal opportunity policy applies to all employment practices and terms and conditions, including, without limitation, recruitment, employment, assignment, training, compensation, benefits, promotions, disciplinary action and terminations. For purposes of the firm's Anti-discrimination, Anti-harassment and Affirmative Action Policies, the term "race" includes, without limitation, traits historically associated with race, including, but not limited to, hair texture and protective hairstyles, such as braids, locks, and twists.
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Arnold & Porter Kaye Scholer LLP 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 Kaye Scholer LLP’s Human Resources Department for more information. E-Verify Participation Poster and Right-to-work Poster.
Arnold & Porter is a firm of nearly 1,000 lawyers, providing sophisticated litigation and transactional capabilities, renowned regulatory experience and market-leading multidisciplinary practices in the life sciences and financial services industries. Client-driven and industry focused, our lawyers practice across more than 30 practice areas, including bankruptcy, corporate finance, intellectual property, litigation, real estate and tax, to help clients with complex needs stay ahead of the global market, anticipate opportunities and address issues that impact the very value of their businesses. Our global reach, experience and deep knowledge allow us to work across geographic, cultural, technological and ideological borders, to offer clients forward-looking, results-oriented solutions that resolve their US, international and cross-border legal needs.