Our client, one of Houston's top-tier international law firms, is seeking an Application Support Specialist due to retirement! Work a hybrid schedule with a tight-knit and fun team!
The Specialist will support applications specific to law firms including Litera (Innova, Change-Pro, Workflow) iManage and Adobe Acrobat.
The Application Support Analyst is responsible for working in the firm's IT department to assist with management and support of all firm applications. This includes research, product review, design specifications, configuration and ‘build development'. The Application Support Analyst will serve as the Subject Matter Expert (SME) for assigned products, (primarily M365 and law firm specific software including Litera (consists of Innova, ChangePro, Workshare, Imanage) and Adobe Acrobat. May also lead projects as technical expert. The position will be responsible for providing reports, reviews, status updates, and resolving product issues.
The Application Support Analyst will also serve as Level 2 / Level 3 technical support for other IT members. Develop, lead, and direct the ongoing development and support of assigned applications and products.
- Develop and maintain knowledge of assigned applications to understand configuration options, installation process, patches, and trouble resolution
- Maintain information related to application versions, projects (new installs and upgrades), known issues, etc.
- Test upgrades and integrations with OS and other applications
- Perform application configurations and assist in the development of upgrade packages
- Identify, troubleshoot, and resolve technical and functional software issues for assigned applications.
- Manage relationships with application vendors and service providers to ensure the products continue to meet the needs of the firm.
- Provide desktop support on assigned applications. Assist with deskside, and walkaround support as well as informal and one on one training
- Assist SCCM team in preparing application deployment to firm laptops and desktops.
- Maintain required recordkeeping, including logging issues into the call tracking ticketing system, reporting accurate time, keeping an updated activity log, maintaining equipment database and inventory
- Provide on-call after hours support especially as it relates to application upgrades and troubleshooting
Requirements:
- Bachelor's Degree or equivalent work experience
- 2 years' experience providing support to application users at a law firm
- Strong PC, Windows, and applications knowledge