Apex Systems
## Job Description# Application Support Analyst* Serve as subject matter expert on desktop applications, with primary focus on the Microsoft Office Suite and related integrated applications.* Support end user applications.* Perform and/or coordinate UAT for new or upgraded applications.* Research new applications or alternatives when required.* Actively monitor escalated tickets and follow proper incident, problem and request management processes.* Assume ownership of level 2 support and troubleshoot to analyze, resolve and document all reported incidents.* Utilize IT best practices for root cause analysis.* Proactively identify issues and undertake appropriate action to avoid/resolve service interruptions once issues are identified.* Assist in defining business needs and evaluating the business relevance and requirements of applications and upgrades under consideration.* Serve as a resource for application-specific development requests and address special application requests from various legal practice areas.* Collaborate with other team members and groups within IT.* Create and maintain comprehensive documentation for defined applications.* Create and maintain knowledge base articles.* Conduct training for knowledge transfer to peers.* Recommend changes in procedures and processes to leadership team when appropriate.* Relay end-user feedback on issues and initiatives that impact customers and ensure that the "voice of the customer" is heard.* Follow the global law firms imaging procedures as well as inventory, resource and asset management in the assigned office.* Assist with and organize local office projects that require IT assistance, supervising firm-wide IT directed projects locally* Work closely with the local Office Management to assist in Client meetings and Audio-Visual setups in the assigned office* Act as an escalation point for any problems in their designated office to resolve and work with firm-wide IT staff and Client Services management to resolve* Act as point of contact for all Hawaii office related IT needs and communicate with firm-wide IT staff, IT Client Services management, and local Office Management as necessary.* Work with Local Office Management on-boarding/Off-boarding procedures (initial laptop/mobile device setup, retrieval of equipment upon departure, etc.).* Other duties as assigned to fully meet the requirements of the position.* 5+ years of industry experience in application support of Microsoft Office Suite, iManage DeskSite, BigHand Create, Workshare or similar software programs.* 5+ years of general IT experience.* In-depth technical knowledge of Microsoft Windows operating systems.* In-depth technical knowledge of Mac OSX.* Familiarity with Microsoft AVD.* Excellent written and verbal communication skills with an ability to effectively communicate with individuals at all levels.* Ability to interact positively at all levels within the firm and be a good team player.* Ability to work effectively with minimal supervision and to contribute within a highly collaborative, virtual team environment.* Ability to demonstrate excellent client/customer facing skills.* Strong problem solving and analytical skills; can clearly explain and present problems and issues to others and contribute to their resolution.* High level of critical and logical thinking, analysis, and/or reasoning to identify underlying principles, reasons, or facts.* Ability to exercise tact and diplomacy in an organizational setting.* Methodical approach to work, with a strong focus on organization, accuracy and quality.* Understands the need for documentation and well-defined procedures.* Ability to work under pressure to tight project deadlines and can adapt to differing demands, with the ability to multi-task and prioritize assigned workload to meet deadlines.* Demonstrate confidence and resilience to overcome obstacles to deliver what is required.* Ability to adapt to and absorb new ideas and concepts.* Demonstrate initiative and the ability to be proactive, while also being able to follow instructions and provide support to IT Management.* Prior law firm experience preferred.* Professional in outlook, attitude and appearance.
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