Applications 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 Dentons 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 prioritise 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.

Dentons