Sr. IT Support Analyst

Filevine is forging the future of legal work with cloud-based workflow tools. We have a reputation for intuitive, streamlined technology that helps professionals manage their organization and serve their clients better. We’re also known for our team of extraordinary and passionate professionals who love working together to help organizations thrive. Our success has catapulted Filevine to the forefront of our field—we are ranked as one of the most innovative and fastest-growing technology companies in the country by both Deloitte and Inc.

Our Mission

Filevine is building the seamless intersection between legal and business by creating a world- class platform to help professionals scale.

Our Mission: Provide internal IT support functions to support Filevine’s end users and business goals. These goals include taking reasonable measures to avoid a significant regulatory failure, compliance violation or a material data breach.

Department Statement: The IT team is looking for an IT professional to join our team in the SLC office as a Sr IT Support Analyst. You will report to our IT Director and help support the SLC office and our remote workforce while working closely with the broader IT team on all global initiatives.

Job Summary: We pride ourselves on providing excellent IT service to our end-users, so having customer service at the forefront of everything you do is important. You'll be dedicated to seeking out and learning new technologies and solutions that can add new value to the corporation and the team. There will also be project management aspects to this role, so your ability to organize and prioritize without daily oversight is vital. Travel: Up to 15%

Responsibilities

• Provide excellent customer service and timely support for our global workforce via our ticketing system, DM requests, and/or in-person support.
• Manage the employee onboarding and offboarding processes. This includes: provisioning access and laptops, managing procurement and shipping logistics, running first day onboarding sessions, access termination, and all communications in between.
• Collaborate with other departments, such as People (HR, Recruiting) and Finance to insure a first class experience for new employee onboarding, offboarding, and role changes.
• Maintain and manage all endpoints with our MDM system. Running regular audits to ensure accuracy and compliance with company policies.
• Contribute to larger IT projects that will add value to our organization increasing business efficiency and employee productivity.
• Train IT Analysts and Helpdesk Admins on proper processes and procedures, including the use, maintenance, and administration of the ticketing system, service catalog, and various inventories.
• Provide leadership for the Analyst and Helpdesk groups, communicating the goals and assignments passed down from the management and executive teams. Report up to the IT Director on project and task progress, completion, and blockers.
• Collaborate with System Administrator group to assist and support projects and tasks as needed and required.
• Cross-train with System Administrator group to cover gaps and absences as needed.
• Provide AV support for company-wide meetings/events and after-hours emergency support.
• Provide tier 2+ support to lower level Help Desk admins with escalations.

Qualifications

• 3-5 years of experience in a fast-paced, corporate IT environment
• Expert knowledge of the macOS ecosystem and Windows required
• Advanced proficiency in MDM solutions (bonus points for certifications)
• Advanced proficiency working with core IT systems and other IT management tools
• Expert knowledge with ticketing or helpdesk systems
• Advanced experience with troubleshooting AV and conferencing equipment
• Ability to think critically, communicate well, and take initiatives
• Advanced understanding of networking infrastructures, terminology, and hardware
• Advanced understanding of standard corporate security practices (bonus points for security certifications).

Preferred Qualifications

• Bachelor of Computer Science
• Certifications including networking are preferred: A+, CCNA, COMPTIA

Filevine is an Equal Opportunity Employer. Qualifications for employment, promotion and other terms and conditions of employment are based upon the ability to perform the job. Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, veteran status, or other legally protected class. Filevine is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation due to disability, or if you have concerns related to Filevine’s equal employment opportunities, you may contact us at [email protected]

Cool Company Benefits:

- A dynamic, rapidly growing company, focused on helping organizations thrive 

- Medical, Dental, & Vision Insurance (for full-time employees)

- Competitive & Fair Pay

- Maternity & paternity leave (for full-time employees)

- Short & long-term disability

- Opportunity to learn from a dedicated leadership team

- Centrally located open office building in Sugar House

- Top-of-the-line company swag

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