Technology Support Analyst

Technology Support Analyst This position will be based in our Wilmington office (onsite). The shift is 8:00 am – 4:00 pm EST. The Technology Support Analyst provides technology support to the local office for areas including software, hardware, infrastructure, network services, mobile and remote services, audio visual, telephone and security systems. They provide a high level of customer service, accurate reporting and teamwork with local technology professionals as well as the Firm's central resources in White Plains. Additionally, they work under the direction of senior technology support analyst, technology support supervisor, technology manager, and regional technology support manager. Responsibilities Responds to local and central telephone helpline, supports tickets and e-mail, assesses problems and offers assistance, logs all calls into the Firm's call logging systems and resolves or escalates as appropriate. Provides application support for both local installations and Citrix-based applications. Assembles, installs, configures, tests, images, troubleshoots and repairs hardware and peripherals, including but not exclusive to computers, printers, scanners, mobile phones and Wi‑Fi capable devices, audio visual equipment and software, reprographic and cost recovery network interfaces, security network interfaces and other equipment and applications as required. Provides assistance and advice on technology allowance purchases for attorneys. Provides support, troubleshooting and repairs for laptops and desktops. Assists with remote site access. Assists with Firm's audio visual setup requirements. Assists with off‑site technology set‑ups as required. Maintains data room components, data closets and troubleshoots networking issues in conjunction with the Technology Manager/Supervisor. Supports all personnel adds, moves and changes. Services, documents and provides loaner equipment in accordance with Firm policies. Maintains accurate inventory records. Establishes and maintains effective working relationships with clients, attorneys and business services professionals. Ensures the security of the Firm’s systems by understanding the risks and ensuring best practices are followed. Helps to maintain Firm policies and procedures in relation to computer technology. Provides basic induction training on technology systems, mobile device usage and basic software usage. Provides software training based upon modules created by the global training department. Regular and reliable physical presence to manage others, meet with clients, use on‑site equipment, troubleshoot hardware and software. Provides a consistent and high level of customer service. Demonstrates effective interpersonal, written and verbal communication skills to facilitate effective work relationships with others. Performs frequent physical exertion including walking, pushing, pulling, repetitive use of both hands, lifting or carrying up to 10 pounds frequently and up to 50 pounds on an occasional basis. Manages Firm resources responsibly. Complies with and understands Firm operation, policies and procedures. Performs other related duties as assigned. Qualifications Thorough working knowledge of Microsoft Office Suite, Citrix, Windows and Mac Environments, NetDocuments, iPhone and other mobile devices, DTE, Litera ChangePro, General Desktop Environments, Operating Systems- Windows and Mac Ability to apply logic, reasoning, analysis and interpretation skills to resolve problems Ability to maintain continuous concentration, alertness and attention to detail Basic understanding of hardware and software used for building security systems Strong customer service skills Knowledge of relevant Firm computer software programs (e.g., Outlook, Excel, PowerPoint), with the ability to learn new software and operating systems Demonstrates effective interpersonal and communication skills, both verbally and in writing Ability to handle multiple projects and shifting priorities Ability to handle sensitive matters and maintain confidentiality Ability to organize and prioritize work Ability to work well in a demanding and fast‑paced environment Ability to work well independently as well as effectively within a team Flexibility to travel Flexibility to adjust hours and work the hours necessary to meet operating and business needs Education and Experience High School diploma or equivalent Minimum of three years of related work experience, inclusive of two years of specialized technical training or an equivalent combination of education and experience; and knowledge of current technology applications, hardware, and software Benefits Competitive salaries and year‑end discretionary bonuses Comprehensive health care (medical, dental, vision), savings plan/401(k) and voluntary benefits Generous paid time off Paid leave options, including parental In‑classroom, remote, and on‑demand learning and professional development opportunities Robust well‑being classes and programs Opportunities to give back and make an impact in local communities Salary Details $80,000 – $90,000 EEO Statement Skadden is an Equal Opportunity Employer. It does not discriminate against applicants or employees based on any legally impermissible factor including, but not limited to, race, color, religion, creed, sex, national origin, ancestry, age, alienage or citizenship status, marital or familial status, domestic partnership status, caregiver status, sexual orientation, gender, gender identity or expression, change of sex or transgender status, genetic information, medical condition, pregnancy, childbirth or related medical conditions, sexual and reproductive health decisions, disability, any protected military or veteran status, or status as a victim of domestic or dating violence, sexual assault or offense, or stalking. Applicants who require an accommodation during the application process should contact Alex Taylor at (212) 735‑2176. Skadden Equal Employment Opportunity Policy. Applicants Have Rights Under Federal Employment Law. In accordance with the Transparency in Coverage Rule. #J-18808-Ljbffr