RAWLE & HENDERSON LLP seeks a Senior User Support Analyst with a minimum of five (5) years experience. The Senior User Support Analyst is responsible for supporting Windows 11, the Microsoft Office Suite and all firm applications including document management, the financial platform and the remote access systems in a networked environment. This role requires working on site five (5) days in the firm’s Philadelphia headquarters.

Primary responsibilities include:

• Responsible for end-user support, including ticket escalation from junior support analysts,for all Firm applications and peripheral hardware including cloud platforms during normal business hours and regularly scheduled assigned on-call hours.
• Research to identify, diagnose and resolve IT issues and resolutions of end user support requests.
• Continue to develop skills, knowledge and an ability to improve processes and procedures by keeping up with current IT trends and developments.
• Ensure all end user support requests are entered in the Help Desk call tracking system.
• Responsible for developing training material and user documentation.
• Provide support for Teams and Zoom AV conferences and meeting platforms.
• Assist in managing and maintaining hardware asset inventories of desktops, laptops and printers and other devices.
• Responsible for moving, setting up and implementing changes to firm issued hardware, including printers, computers, monitors (ability to move 25-50lbs).
• Manage network printer/copier setup and changes.
• Provide support for firm approved and issued mobile devices, including, Apple iPhone and Android devices.

Knowledge, Skills and Abilities

• Excellent customer service and the ability to communicate effectively with attorneys, staff and clients; able to work well as part of a team.
• Knowledge of all current versions of the MS Office Suite, Windows Operating Systems, Exchange online environment and Active Directory/Azure.
• Understanding of LAN/WAN configurations, Windows networking and remote access technologies including VPN.
• Knowledge and understanding of network protocols (i.e. TCP/IP, printers and peripherals) and Cloud SaaS, PaaS and IaaS solutions.
• General Knowledge of Cybersecurity, Disaster Recovery and Security Awareness issues.
• Solid knowledge of other mobile devices, iPhone, Android devices and experience with troubleshooting.
• Advanced experience supporting iManage document management platform and integrated applications.
• Familiarity with help desk ticketing systems such as Fresh Service is also a plus.
• Knowledge of cloud based VOIP phone systems is also a plus.
• Some travel to other offices in the US may be required.

Education and/or Experience

• Bachelor’s degree in Information Technology is preferred or equivalent training, education and experience demonstrating the ability to perform the required duties of this position
• Experience with hardware and software troubleshooting procedures and best practices.
• Microsoft certifications preferred.
• A minimum of five (5) years of IT experience in a law firm environment strongly preferred.
• Familiarity with legal applications and matter centric platforms are a plus.