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IT Analyst

A&O Shearman
Washington, USA
Full-time
Junior · 2+ years experience
Onsite
Discovered 1 weeks ago

Full Job Posting

Key Responsibilities

  • Ticketing System
  • Respond to support requests through the Firm’s ITSM tool or via management requests.
  • Log tickets in the ITSM tool for all direct requests for support
  • Action, monitor and maintain ticket resolution within the Firm’s defined SLA’s
  • Technology Support
  • Move, configure, install and set up computer equipment and peripherals in line with Firm standards, processes and procedures
  • Evaluate and diagnose hardware failures and collaborate with engineering resources or vendors to resolution as required
  • Provide user support for mobile devices such as iPhones or iPads using the Firms management tools in line with Firm processes and procedures
  • Track and maintain accurate equipment inventory of technology equipment
  • Carry out agreed operational and specified maintenance procedures of a routine nature
  • Provide software support for all Firm Core Applications as well as regionally specific applications
  • Provide on the ground support for global and regional projects in conjunction with the PMO and the local requirements
  • Provide Audio Visual support in the client space and meeting rooms as required
  • Provide onsite support for physical installations and patching of networking equipment in the IDF/MDF closets
  • Maintain UpToDate knowledge on technologies and software
  • Customer Relationship Management
  • Engage frequently with customers to educate and advise on their technological requirements
  • Offer solutions to technical and non-technical problems
  • Appropriate escalation of incidents and requests to the Senior IT Analyst/Senior IT Manager in line with A&O Shearman’s processes

Qualifications

  • Comptia A+ certification or similar
  • 2 years of experience delivering technology support in a corporate environment
  • Prior experience in a customer service environment
  • Experience installing, configuring and troubleshooting technology software and hardware
  • Experience troubleshooting, fixing and/or using core technology applications including but not limited to Operating systems, Active Directory, Intune, Microsoft Suite, DMS, Ticketing systems
  • Experience supporting Audio Visual systems and Video conferencing
  • Key Competencies
  • Adaptability – able to learn new technologies in an ever-changing landscape.
  • Collaboration – works effectively with other IT colleagues, business stakeholders and departments.
  • Patience – willingness to explain things.
  • Customer service – passion for helping others.
  • Organization – able to manage multiple training initiatives simultaneously.
  • Working Conditions
  • Onsite role with 5 days a week presence in the local office
  • Occasional travel may be required for project support within the Americas.
  • Equal Employment Opportunity, including Veterans and Disability
  • A&O Shearman is an equal opportunity employer, including Veterans and Disability. Every individual has the right to work in a professional environment that promotes equal opportunity and prohibits discrimination and harassment. This policy applies to all aspects of an individual’s relationship with A&O Shearman, including, without limitation, recruitment, hiring, training and development, promotion, compensation, discipline, termination, and all other terms and conditions of employment.

Skills

  • Experience installing, configuring and troubleshooting technology software and hardware
  • Experience troubleshooting, fixing and/or using core technology applications including but not limited to Operating systems, Active Directory, Intune, Microsoft Suite, DMS, Ticketing systems
  • Experience supporting Audio Visual systems and Video conferencing
  • Key Competencies
  • Adaptability – able to learn new technologies in an ever-changing landscape.
  • Collaboration – works effectively with other IT colleagues, business stakeholders and departments.
  • Patience – willingness to explain things.
  • Customer service – passion for helping others.
  • Organization – able to manage multiple training initiatives simultaneously.
  • Working Conditions
  • Onsite role with 5 days a week presence in the local office
  • Occasional travel may be required for project support within the Americas.
  • Equal Employment Opportunity, including Veterans and Disability
  • A&O Shearman is an equal opportunity employer, including Veterans and Disability. Every individual has the right to work in a professional environment that promotes equal opportunity and prohibits discrimination and harassment. This policy applies to all aspects of an individual’s relationship with A&O Shearman, including, without limitation, recruitment, hiring, training and development, promotion, compensation, discipline, termination, and all other terms and conditions of employment.
  • If you are vision-impaired or have another disability under the Americans with Disabilities Act or similar law and wish to discuss accommodations related to applying for employment at A&O Shearman, please contact US HR Transactions at [email protected] or call +1 212 610 6300 and ask for HR Transactions. This role is open to our Washington, DC office. For individuals assigned to or hired for this opportunity in Washington, DC, the estimated annualized base salary range for this position is $79,000-$93,000. The actual base salary offered will depend on the overall qualifications of the individual applicant for the position and other job-related factors permitted by law. We offer a competitive compensation and benefits package which includes a discretionary bonus, paid leave, life, health, accident, and disability insurance; and a 401(k) plan.

Preferred Qualifications

  • If you are vision-impaired or have another disability under the Americans with Disabilities Act or similar law and wish to discuss accommodations related to applying for employment at A&O Shearman, please contact US HR Transactions at [email protected] or call +1 212 610 6300 and ask for HR Transactions. This role is open to our Washington, DC office. For individuals assigned to or hired for this opportunity in Washington, DC, the estimated annualized base salary range for this position is $79,000-$93,000. The actual base salary offered will depend on the overall qualifications of the individual applicant for the position and other job-related factors permitted by law. We offer a competitive compensation and benefits package which includes a discretionary bonus, paid leave, life, health, accident, and disability insurance; and a 401(k) plan.

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