(Mon. – Fri.) specific work hours to be determined.
Manning Gross + Massenburg LLP ("MG+M") is seeking an experience IT Service Delivery Support Analyst to join the Information Technology, Service Delivery / Service Desk team. The role is a hybrid position incorporating remote and onsite (in-office) end user support spanning MG+M’s national presence. The anticipated work hours will be from 12:00pm – 8:00pm Central Standard Time (CST).
The SDSA reports directly to the Sr. Manager of IT Services. As part of an elite service driven team, with a commitment in providing service excellence to attorneys and staff, the successful candidate will be primarily responsible for day-to-day level 1-2 activities associated with incidents, service requests and project assistance.
RESPONSIBILITIES: • Responsible for first-contact receipt, acknowledgement, routing and tracking for the effective resolution of end-user issues and inquiries. • Monitors and utilizes the organizations central Service Management platform and associated tools including the Incident and Service Request tracking system, and ACD / IVR systems. • Works in partnership with internal Level 2-3 engineers for escalation of issues requiring advanced levels of systems administration in line with security and compliance standards per policies and procedures. • Assigns tickets and handles over flow and after-hours incident and requests. • Documents incident trends which become apparent in order to remedy repetitive issues. Performs remote, pro-active in-session training when possible. • Assist with training of new Service Desk staff, on-boarded clients (attorneys) and colleagues as required. • Serve as the main IT point of contact for end user support requests and ensure they are handled appropriately and in a timely manner, or escalated to other members of IT as necessary utilizing the firms service management tracking platform, ServiceNow • Participate in rotating after hours on-call support schedule (approx. one week per month) • Participate in regular IT projects as required
PROFILE: • Bachelor’s Degree preferred; equivalent experience will be considered • Minimum of 2-4 years’ experience in a fast-paced, demanding IT support environment. Prior law firm experience strongly preferred. • Candidate should have experience in a Service Desk/Technical Assistance Support position • Experience in ITIL Foundations methods • Ability to provide support to end-users on a variety of technologies including Windows, MS Office, printers, mobile devices, email, document management • Experienced, positive, self-motivated, directed, and highly proactive professional with solid written and verbal communication skills. Attention to detail, ability to multi-task, strong problem solving, analytical and troubleshooting skills are a must. • Must be willing to be flexible with work schedule, travel to MG+M offices as necessary for coverage
TECHNICAL SKILLS and REQUIREMENTS: • iManage – Desksite / FileSite, Document Management System • Windows 10, Microsoft Office 2010/16, Office 365 Suite (Word, Excel, Outlook, PowerPoint) • Mimecast email security platform (basic understanding) • Legal Services Practice Management applications • Remote Access technologies; Citrix and VPN and Remote Connectivity Tools • Service Management Platforms, preferably ServiceNow • Hand-Held Mobility - iPhone, Android, Tablets etc.
Our firm is an equal opportunity employer. As such, it adheres to an employment policy which prohibits discriminatory practices or harassment against applicants or employees based on race, color, religion, sex, national origin, age, citizenship, marital status, sexual orientation, gender identity or expression, genetic information, pregnancy or pregnancy-related medical conditions, disability (where the applicant or employee is qualified to perform the essential functions of the job with or without reasonable accommodations) or qualified Vietnam-era, disabled, recently separated or other protected veteran status.