Application Support Analyst

A client of Insight Global is currently recruiting for an Application Support Analyst that will work in our Honolulu office. This is a highly skilled technical position within the Support Services team of a multinational-office law firm, which leads the application support efforts for the US. The Application Support Analyst will be responsible for maintenance and support of these applications across various environments. This position will report directly to the Application Support Lead.
The ideal candidate will have advanced knowledge of Microsoft Windows, Microsoft Office, iManage client, BigHand Create (or comparable template solution), Workshare, DocXtools, Tungsten PowerPDF and familiarity with Active Directory, Exchange, Group Policy and AppSense. The ideal candidate will also possess solid customer service and communication skills and the ability to handle multiple duties and responsibilities in a fast-paced, high stress operations environment and perform occasional off-hours work, including maintenance and on-call rotations.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• 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.
• Able to interact positively at all levels within the firm and be a good team player.
• Able to work effectively with minimal supervision and to contribute within a highly collaborative, virtual team environment
• Able 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.
• Able 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.
• Able 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.
• Can demonstrate confidence and resilience to overcome obstacles to deliver what is required.
• Able to adapt to and absorb new ideas and concepts.
• Can 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.

• 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.
• Responsible for following 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.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.