Phelps Dunbar is an AmLaw 200 full-service law firm dedicated to putting our employees first through benefits, office celebrations, professional development, and giving back to our community. Competitive compensation packages, 401(k), profit sharing, bonuses, and other employee benefits. The Office Services Communications 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 the Office Services and Information Technology Departments.
Essential Duties and Responsibilities:
Responsible for the operations, maintenance, and troubleshooting of the VOIP phone and voicemail messaging systems. Handle move, add, and change requests. 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.
Responsible for the operations, maintenance, and troubleshooting of the video/audio conferencing including the bridge and endpoints. Handle the setup, supervision, coordination, and monitoring of video/audio calls. Must perform upgrades, maintenance, and install patches to the system as necessary to ensure reliable calling.
Responsible for the operations, maintenance, and troubleshooting of all Firm cost recovery systems. 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.
As directed by the Manager of Office Services, implement and maintain cost tracking and recovery systems such as telephone, copy, audio/video calls, print, fax, postage, and delivery services. Monitor daily jobs associated with these costs, and work with appropriate internal staff or external vendors if a job fails to run successfully. Responsibility for assuring that all soft costs are posted timely to the time and billing system.
Responsible for operations, maintenance, and troubleshooting of such systems as: digital dictation, electronic faxing, postage, and desktop video applications.
Assist with research and implementation of systems that will benefit our Office Services & Facilities department from an operational standpoint. As directed, assist with the implementation of systems that will benefit the Firm and our users.
Responsible for operations, maintenance, and troubleshooting of Office Services systems; Office Services Intranet site, contracts database, conference room scheduling system, and share point sites for specific OS&F projects.
Responsible for maintaining and troubleshooting all current and future IT and cost recovery related systems implemented within the Office Services & Facilities area.
Responsible for documenting all voice / video / IT/ and cost recovery systems within Office Services including, but not limited to, administrative manuals, work flow diagrams, user training guides, and troubleshooting guides.
Responsible for creating and generating reports from the VOIP system, video/audio bridge, 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. The Office Services Communications 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 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, Lifesize and Zoom video conferencing, or Avaya audio/video bridges, and Avaya VOIP telephone systems preferred. Ability to write efficient batch and/or visual basic scripts a plus. This individual shall have strong written and oral communication skills. This individual shall have a proven track record of excellent customer service.
The Office Services Communications 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 assist in the research and proposal of new services and systems in addition to Office Services & Facilities operational systems.
Maintain awareness of new technological systems available for cost tracking and recovery 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.
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.