Summary:
The Systems Analyst (Applications and Endpoint Configuration) Imaging analyst primarily collaborates with the Applications, Information Security, Service and Support teams to build, update, and support the Firm’s software images and applications inventory, but also liaises with all Firm departments depending on the need.
The ideal candidate would have advanced experience creating and automating desktop and application deployments , task sequences, compliance baselines, driver and BIOS updates, and Windows OS updates and deployments using Microsoft Endpoint Configuration Manager (MECM), Intune, and Autopilot. The candidate would also possess a keen attention to detail, excellent documentation skills, strong organization skills, and the ability to maintain focus while managing or contributing to multiple projects and deadlines in support of the Firm's technology.
Primary Responsibilities:
- Contribute to the development, maintenance, support, and continual improvement of the Firm’s PC imaging and application deployment platform, including Microsoft Endpoint Configuration Manager (MECM), Intune, and Autopilot.
- Collaborate with Information Security, Training, Service and Support, and Procurement team members on best practices for delivering new software, software updates, and life cycle administration (SDLC).
- Develop, manage, and maintain PC images to ensure a standardized and efficient deployment process.
- Utilize MECM, Intune, and Autopilot to automate and streamline deployment processes.
- Automate routine tasks using scripting and configuration management tools.
- Manage and deploy desktop updates, patches, and security updates using MECM.
- Plan, test, stage, monitor, and troubleshoot deployments to ensure minimal disruption to end users.
- Ensure compatibility, compliance, and consistency of systems and applications with company policies, baselines, and security standards.
- Maintain detailed documentation of system and application configurations, including modifications to deployments, processes, and procedures.
- Act as liaison between the Service, Support, Information Security, and Infrastructure teams to troubleshoot MECM/Intune/Autopilot system configuration changes/outages.
- Generate reports on deployment statuses, system health, and other relevant metrics.
- Provide exceptional second- and third-level technical support to end-users via in-person support, phone, e-mail, helpdesk ticketing software, etc., for a variety of legal software applications used by the firm.
- Collaborate with legal teams to understand their application needs and identify solutions to enhance efficiency.
- Act as an escalation point for Service and Support tickets to ensure effective, collaborative problem resolution.
- Communicate in a timely and effective manner with internal customers and the entire Service and Support Team as necessary regarding the status of reported issues or high-priority situations.
- Coordinate with other team members across different departments and within the Service and Support team to resolve escalated issues within an established timeframe to ensure optimal customer satisfaction.
- Coordinate with software vendors for issue resolution and updates, including opening, monitoring, and escalating support tickets with vendors.
- Assist with training development and delivery for new software and systems as needed.
- Participate in the IT Change Management process.
- Participate in IT projects specific to the Applications team.
- Contribute to the Firm’s knowledge base, including, information on system enhancements and KB article revisions to benefit all areas of technology support.
- Participate in the evaluation of new hardware and software to stay current on emerging technologies, market trends, and future expectations.
- Build strong relationships within the Firm’s technology department and across the Firm.
- Perform other hardware and software technical support tasks as assigned.
- Provide monthly reporting on major projects and upgrades to IT leadership.
- Stay up-to-date on the latest Microsoft technologies and industry best practices for desktop and application management.
- Participate in routine calls with Firm software and service vendors to address open concerns.
- Maintain current level of knowledge of legal software applications including planned improvements and enhancements.
Qualifications and Education Requirements:
- The Analyst should possess a bachelor’s degree, similar experience, or a combination of education and experience.
- Minimum of two (2) years of prior experience working in an enterprise environment, supporting enterprise applications, and creating and supporting software packages.
- High-level competency with all Microsoft products and software and related processes.
- Skill in planning with the ability to plan over 6 to 12 months.
- Excellent written and verbal communication skills, including understanding complex technology and presenting it to non-technical others.
- Excellent organizational skills, including creating and keeping deadlines and managing appointments and projects.
- Demonstrated ability to work in a fast-paced, collaborative environment.
- Self-motivated achiever who gains satisfaction from providing excellent work product.
- Willingness to “do whatever it takes” with high energy within a collaborative team environment.
- Strong desire to learn and grow within an organization.
- Honest, full of integrity, and dependable - including being available in person or via cell phone.
- Possess a genuine desire to help.
- Takes ownership of all tasks and is committed to high-quality results. Ability to multi-task and adapt to changes quickly.
- Good sense of humor and ability to have fun even in pressure-filled moments.
- Ability to make decisions and think critically and strategically.
Need to have Skills:
- Microsoft Endpoint Configuration Manager application/package creation, task sequences, compliance settings, driver and BIOS updates, and Windows OS updates and deployments.
- Familiar with Microsoft Intune and Autopilot.
- High-level competency with all Microsoft products.
- Excellent written and verbal communication skills.
- Excellent organizational skills.
- Strong desire to learn and grow.
- Ability to perform multiple tasks and meet deadlines.
- Ability to manage application roll-out projects.
- Takes ownership of all tasks and is committed to high-quality results.
- Ability to multi-task and adapt to changes quickly.
Highly desired experience:
- Calendar Rules
- High Q
- BEC Docketing
- MS Office 365 (Desktop)
- Milan Prosperoware
Nice to have experience:
- CPI IP Docketing
- VI Suite of products (VI Desktop, VI Eval)
- Divorce Planner/Divorce Math
- EVP Office EstateVal
- MarginSoft Support 2017
- Adobe Acrobat Pro
- Kofax Power PDF
- Box
- Prognosticator
- Tax Interest
- TValue
- Lackner 6 in 1
- MS Visio
- MS Project
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