Office Services Application Analyst

Company: Phelps Dunbar LLP
Location: New Orleans
Posted on: November 15, 2024

Job Description:

Phelps Dunbar LLP is an AmLaw 200 full-service law firm. The Office Services Application Analyst is responsible for assisting the Manager of Office Services and the Director of Office Services & Facilities in the implementation, operations, and maintenance of Office Services and Facilities related communications, audio and video network, IT and cost recovery systems for the Firm. This position will be a liaison between Office Services and our Technology Partner.

While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.

Essential Duties and Responsibilities:

Responsible for the operations, maintenance, and troubleshooting of the video/audio conferencing systems. Handle the setup, supervision, coordination, and monitoring of video/audio calls. Must maintain updates and upgrades to software and hardware to ensure reliable calling.
Research and implement Office Services & Facilities technology systems (i.e., AV, cost recovery, smartboard, e-fax) that will benefit the Firm and our users. Integrate various systems and software to accommodate services such as: data transfer, authentication, and communication.
Responsible for operations, maintenance, and troubleshooting of such systems as: AV, digital dictation, electronic faxing, postage, and desktop video applications.
Lead, train, and support Office Services & Facilities staff that help support the technology we implement within the various offices.
Responsible for the operations, maintenance, and troubleshooting of the VOIP phone and voicemail messaging systems. Train and assist users with phone questions and assist users with tools integrated with the phone system. Must coordinate and work closely with the Firm's technology vendor, and appropriate vendors to implement upgrades, install patches, and resolve issues with the system to ensure up-time goals are met. Handle move, add, and change requests.
Responsible for the operations, maintenance, and troubleshooting of all Firm cost recovery systems. Ensure all daily jobs are monitored and handle any related issues so that soft costs are posted timely to the time and billing system. Handle the setup of new users in the systems, and assist users with questions regarding administration, and exceptions. Work with vendor on upgrades and resolve issues as necessary. Ensure that the chargeback data stream is maintained with accuracy.
Responsible for documenting all voice / video / IT/ and cost recovery systems within Office Services including, but not limited to, administrative manuals, workflow diagrams, and troubleshooting guides.
Development and preparation of training guides and training videos for users.
Responsible for creating and generating reports from the VOIP system, AV, cost recovery system, and other Office Services' systems as needed.
Assist with other tasks, and/or projects as assigned by the Manager of Office Services as needed.
Ability to work after normal operating hours is required periodically. In addition, occasional travel to regional offices.

Education and Experience Required:

A high school diploma or equivalency is required, a 2- or 4-year degree is preferred. The Office Services Application Analyst shall have prior experience with VOIP phone systems, voice messaging, and video systems with a broad range of hands-on technology and telecommunications experience in both hardware and software.
Prior technology experience must include a minimum of 3 - 5 years working with phone, video, and Microsoft / Linux Operating System server products and applications. Prior experience in Facilities Management or a law firm environment helpful.

Qualifications and Skills Required:

Individual must possess a basic knowledge of networking and have an overall understanding of how Exchange and Active Directory integrate with other products. Experience with cost recovery systems, MS Teams and Zoom video conferencing, Teams Phone, and VOIP telephone systems preferred. Must have experience writing basic SQL queries and commands, and experience with some programming and/or scripting languages such as VBScript and/or Python is preferred. This individual shall have strong written and oral communication skills. This individual shall have a proven track record of excellent customer service.

Performance Measures:

The Office Services Application Analyst shall be evaluated by the Manager of Office Services based on the following performance criteria, which are subject to change with notice:

Ability to effectively implement and assist the Manager of Office Services with technology related systems.
Ability to take ownership of projects and follow through to successful completion in addition to fostering communication and teamwork.
Ability to research and propose new services and systems for our users in addition to Office Services & Facilities operational systems.
Maintain awareness of new technological systems available that would be beneficial to users in the law firm industry.
Ability to understand the overall workflow, and how it affects other technology systems when implementing Office Services applications. Ability to foresee potential problems during implementation and product rollout. Ability to suggest and carryout solutions to circumvent potential problems.
Ability to communicate effectively with technology staff and vendors. Adherence to the Firm's IT policies and procedures during the planning and implementation of Office Services projects.
Adherence to change management procedures. Must obtain proper approvals and direction before proceeding with system maintenance, upgrades or performing a function that could potentially affect users.
Ability to meet tasks and project deadlines.
Effective response and follow-up of problems.
Ability to work effectively in a team environment.
Professionalism in dealing with attorneys and support staff.
Ability to write professional, clear and concise documentation.
Ability to handle tasks and projects assigned by the Manager of Office Services.

Keywords: Phelps Dunbar LLP, New Orleans , Office Services Application Analyst, Administration, Clerical , New Orleans, Louisiana