Senior IT Support Analyst

Our Mission

Provide internal IT support functions to support Filevine’s end users and business goals,

enabling users and teams to perform their job functions efficiently and securely. These goals

include taking reasonable measures to avoid a significant regulatory failure, compliance

violation or a material data breach.

Job Summary

We are looking for a Senior IT professional to join our team in the SLC office to manage our Help Desk, assist in training new employees, and help improve our support systems. You will report to our IT Manager and help support the SLC office and our remote workforce while working closely with the broader IT team on all global initiatives.

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.

Responsibilities

• Provide excellent customer service and timely support for our global workforce via our ticketing system, Slack channel/DM requests, and/or in-person support

• Manage the IT-related aspects of employee onboarding and off-boarding processes. This includes:

• Provisioning system access

• Setting up and configuring user workstations

• Managing hardware inventory and asset shipping logistics

• Assisting with first-day IT onboarding sessions

• Handling access termination

• Coordinating all related IT communications throughout these processes

• Maintain and manage all endpoints with our Intune and Kandji MDM systems, while performing 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

• Provide AV support for company-wide meetings/events and after-hours emergency on call support

Qualifications

• 3-4 years of experience in a fast-paced, corporate IT environment

• Advanced knowledge of the macOS ecosystem and Windows

• Advanced proficiency in MDM solutions (bonus points for certifications)

• Advanced proficiency working with core IT systems and other IT management tools

• Experienced working with ticketing or helpdesk systems

• Experienced with troubleshooting AV and conferencing equipment

• Ability to think critically, communicate well, and take initiatives

• Clear understanding of networking infrastructures, terminology, and hardware

• Clear understanding of standard corporate security practices (bonus points for security certifications).

Preferred Qualifications:

• Certifications including networking are preferred : A+, Network+

• Associates in Computer Science