Senior Application Architect and Support Analyst

Requirements 

• A minimum five years of experience in software integration, implementation, support and troubleshooting desktop applications in a Citrix VDI environment.
• Proven analytical and problem-solving abilities with strong attention to detail.
• Possesses and demonstrates exemplary customer service skills, and excellent communication skills.
• Demonstrated leadership, team building, project management and interpersonal skills.
• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
• Strong documentation and procedural skills.
• Must be self-motivated and work independently with minimal supervision.
• Experience working in a team-oriented, collaborative environment.
• Ability to work occasional flexible hours including occasional weekend work.
• Prior experience working in a law firm or professional services industry.

Responsibilities 

• Daily oversight internal and outsourced help desk staff.
• Day-to-day management and administration of desktop activities/applications and external consultants.
• Administration of the firm’s iManage Work 10 Document Management System (DMS)
• Interaction with all levels of the firm and external consultants for requirements gathering and defining project scope.
• Take ownership of the desktop environment.
• Can serve as a back up and leader to the help desk.
• Second and third level support on an on-going basis including telephone/desk side support and resolution of IT tickets.
• Occasional fill-in for help desk.
• Work with Help Desk staff to identify and resolve recurring issues relating to desktop environment (Problem Management).
• Assist in developing and maintaining operations manuals, documentation and procedures relating to desktop and applications.
• Build, update and maintain standard images for desktop, laptops and Citrix environment.
• Design Windows 10 desktop/laptop builds and perform roll outs.
• Keep current on latest technology trends.

Technical Expertise

• Advanced knowledge of Microsoft 365 Applications, Windows Operating Systems, Visual Basic, and Windows Registry.
• Well versed in centralized desktop management applications (SCCM), desktop imaging software.
• Experience with document management systems, iManage Work 10 preferred.
• Knowledge of centralized user profile management systems.
• Knowledge of application customization and integration.
• Knowledge of how Citrix VDI endpoints operate.
• Understanding of hardware platforms and chipsets.