Applications Support Specialist

At Fried Frank, we’re a community of 800 lawyers and 500 business services professionals across New York, Washington, DC, London, Frankfurt, and Brussels. We advise leading corporations, investment funds, and financial institutions on high-stakes M&A, securities, regulatory matters, real estate, and litigation. Our culture is grounded in our core values — excellence, integrity and collaboration — and is designed to foster continuous learning, meaningful mentorship, and lasting professional growth. We are firmly committed to pro bono service and social justice, building on a proud legacy in civil rights. Our inclusive talent strategy is a core part of our broader talent management efforts and we remain steadfast in fostering a workplace where everyone has the opportunity to grow, thrive, and become their best professional and personal selves. Our business services professionals are integral to the firm’s success, driving innovation, operational excellence and exceptional client service across all areas of the firm. We offer competitive compensation and a comprehensive benefits package, including comprehensive medical coverage, retirement plans and health and wellness initiatives designed to support your personal and professional wellbeing. We welcome passionate, driven individuals to join us, and be part of a team where you’ll be supported, inspired and empowered to build an exceptional career.

Position Summary:

As a member of the Applications group, the Applications Support Specialist contributes to the support, expansion and maintenance of the Firm’s IT desktop and end user software application environments to ensure its successful and stable operation.  The Application Support Specialist works with practice groups and administrative departments configuring, integrating, supporting and maintaining third party applications.  The Application Systems Specialist works closely with attorneys, legal and administrative staff, system administrators, and the IT department.  The position serves as second level support to the Information Systems Help Desk, Deskside Support and IT Operations.

Reports directly to the Senior Manager of Applications and Desktop Engineering.  The Applications Support Specialist must interface effectively with all levels of the user community including attorneys, paralegals, administrative professionals and secretaries.  Contact with the user community includes instruction, troubleshooting and individualized support.  Additionally, the Applications Support Specialist may coordinate different aspects of projects with other members of the Information Systems Department, and maintain close and continuing contact with vendors and technical experts. Applications Support Specialist provides expert assistance to end users in all offices both domestically and internationally.

Duties & Responsibilities:

• Evaluate, install and maintain third-party software applications specific to a particular practice area or department. Communication with and training for end users may be involved.
• Implement solutions in a timely manner, adhering to deadlines and communicating impediments to meeting them.
• Support for Firm’s laptops, including software installations when required and high level troubleshooting.
• Participate in specific Firm-wide software rollouts and upgrades, including testing, piloting, troubleshooting and supporting during and after rollout. Communication with and training for end users will be involved.  Monitoring feedback and resolutions with the engineers will be essential.
• Help maintain the IT Knowledge Base SharePoint site with known resolutions to problems.
• As needed, perform upgrades, as well as implement solutions and apply fixes during off hours, so as to minimize impact to users.
• Configure, support and troubleshoot home computers and personal laptops for Firm’s attorneys.
• Assist in the development and maintenance of documentation for end-users, Help Desk and IT Operations.
• Serve as second-level support to Deskside Support, Help Desk, IS Operations, and other groups and departments as required. This includes consulting with the helpdesk on steps to take while troubleshooting issues and/or working directly with attorneys and staff.
• Train the IT Technical Trainer and Deskside Support in new applications that are specific to certain departments, and all remote access.

Qualifications:

• Foundation and iManage experience: A solid understanding of Foundation and the iManage Document Management System is strongly preferred.
• Litera Foundation and iManage certifications are strongly preferred.
• Security: A good grasp of key security concepts.
• Problem-Solving Skills: Exceptional analytical, troubleshooting, and decision-making skills.

Education / Experience:

• Education: Bachelor's degree in Computer Science or comparable experience.
• Experience: Minimum of three years of experience with application systems.

Skills & Abilities:

• The individual must have excellent systems analysis skills; a clear understanding of the client/server concept and relational database design; and an understanding of the interdependence of programs. They must possess excellent communication skills, both oral and written, and the ability to research, visualize, describe, and develop solutions for both management and end-users.  The individual must be able to work effectively with minimal supervision on multiple projects, reprioritizing as necessary.