Desktop Support - On-site

Responsibilities

• Serve as an effective technical resource to customers who contact them directly for timely assistance and high-quality solutions and support, as well as for escalations requiring software and hardware requests;
  Promote new technologies;
• Facilitate and support meeting technology events and tools including video conferences, presentations, client meetings and special events;
• Collaborate with Firm-wide departments to ensure proper and accurate scheduling and execution of meetings and events;
• Answer incoming first level support calls/emails as well as provide on-site support to firm end users at the local office;
• Install and maintain computer software standards in accordance with departmental requirements and procedures;
• Work across IT teams to achieve timely escalation and closure of software and hardware issues;
• Maintain the operational availability of office computers and printers;
• Maintain asset management system to ensure the accuracy and currency of Firm assets;
• Use Firm call tracking technology, in conjunction with departmental best practices, to create, update, elevate, and close tickets recording the life-cycle of a services request;
• Practice call ownership by acting as a liaison with Firm-side IT groups and customer keeping them apprised of service request status until request is resolved to customer’s satisfaction;
• Participate in IT initiatives, projects, and deployments; promotes effective training and user acceptance of Firm software;
• Support mobile device technologies;
  Promote and support remote access tools and best practices;
• Facilitate the handling of planned service events such as monthly network maintenance, or unplanned network disruptions/critical outages requiring effective coordination and reporting to responsible IT groups (Network Operations, Telecom, etc.);
• Foster data security policies and best practices; adhere to Information Security regulations and guidelines to ensure proper handling and security of Firm data;
• Works beyond scheduled hours as necessary for planned and unplanned work and support; light travel may be required;
• Impeccable work ethic is a must (Punctual, Reliable Attendance and Self- motivated).
• Advanced proficiency in Microsoft Operating Systems, specifically application installation and configuration processes;
• Advanced proficiency in Microsoft Office Suite;
• Advanced proficiency in Service Now;
• Advanced proficiency in MS Teams;
• Advanced to expert proficiency in remote access architectures, applications and technologies (Citrix, VPN);
• Advanced to expert knowledge of mobile technologies (iOS, iPad OS);
• Advanced to expert proficiency in networking technologies, cabling topologies, data communication devices, and related applications;
• Advanced to expert proficiency in Inter/Intra/Extranet technologies;
• Advanced to expert proficiency in Document Management Systems (iManage/Work 10);
• Advanced knowledge of customer service principles and practices;
• Advanced proficiency with data security and security applications;
• Advanced proficiency with project management;
• Advanced proficiency in remote access architectures, applications and technologies (Citrix, VPN).

• Associate’s degree (preferred);
  Bachelor’s degree (preferred); or similar work experience;
• At least 3 years of experience providing direct support to customers in the areas of business solutions, software, hardware and networking technologies;
• At least 3 years of experience in LAN, WAN and network systems support and management;
• At least 3 years of experience configuring, installing and maintaining client PC operating systems and related devices; and
• At least 3 years of professional services or law firm experience (preferred).

Not Applicable

Contract

Information Technology - IT Services and IT Consulting