Application Support Engineer

Company: Careerbuilder-US
Location: New York
Posted on: November 23, 2021

Job Description:

Opportunity for Application Support Engineer! W2 only! Direct Hire! Legal Experience! Position Summary Applications Support Engineer is responsible for the operational support of company's business applications. Reporting Structure: Applications Support Engineer will report directly to the Desktop, Application and Mobile Support Manager. Principal Duties and Responsibilities 1. Provide Level II applications support for the applications that include: o MS Office, Outlook, Acrobat, Litera Desktop,other legal desktop applications o iManage DMS o HR, Office Services, Library and Legal Departments platforms and applications such as viDesktop/Aderant Compulaw/EMS/Research Monitor 2. Provide basic user administration for the following: o Security Policy Manager/WorkSpace Management o Collaboration Platforms - Sharepoint/HighQ/MS Teams/Mobile collaboration/ Internet/Intranet o Marketing Tools - MS Dynamics CRM, IntApp Relations, Gwabbit o New Business Intake/Conflicts/Records 3. Responsible for working with User Support, Desktop Support and Training departments to give first level responders the ability to resolve issues and increase first call resolution ability. 4. Effectively communicate and support the end users. Provide stellar application support services that adhere to standard operational procedures. Provide subject matter expertise on related business processes and functionality. 5. Responsible for problem identification, analysis and remediation while ensuring minimal impact to the end users. 6. Respond to incidents in timely manner. Effectively communicate on status, provide ETAs for solutions. 7. Resolve and escalate issue. Provide workaround or solutions to critical issues. 8. Adhere to existing ITIL processes as documented and participate in the development of new processes that adhere to best practices or ITIL methodology. 9. Actively participate in the development and maintenance of the Knowledgebase. Maintain technical knowledge of all supported products through training and hands on experience. Assist in the training of newly hired Help Desk Analysts when requested by management. 10. Responsible for working with vendors as appropriate to ensure successful applications issues resolution. 11. Assist with miscellaneous software updates. Coordinate with outside vendors on application upgrades, additions and enhancements. 12. Participate in on-call rotation schedule. Job Requirements:Position Specific Skills and Requirements 1. Experience with the substantial subset of the following applications: a. MS Office 365; Adobe; Workshare; DocXtools, Litera, Drafting Assistant, DocXTools, Research Monitor b. iManage; SPM; Milan c. Elite Enterprise; Chrome River; NQ BillBack; iTimeKeep d. Aderant Compulaw; Microsoft Dynamics CRM; IntApp Relationships e. Legalkey Records and Conflicts; Intapp New Matter Intake & Integration Builder f. HighQ Collaborate; Sharepoint; Handshake; g. viDesktop; ServiceNow 2. Familiarity with: a. Microsoft platforms including, and remote control tools. b. Application Management in virtual environments such as XenDesktop & XenApp c. Mobile Device Management (MDM) platforms such as Intune d. Desktop and application monitoring tools such as Systrack e. Windows 10 OS and its servicing strategy f. Office 365 customizations software g. User profile customization and management tools such as Ivanti (Appsense) h. Citrix VDI i. Anti-Virus Client and policy management j. Active Directory environment k. Group Policy objects and Group Policy Preferences

Keywords: Careerbuilder-US, New York , Application Support Engineer, Engineering , New York, New York