Vacancy expired!
- Provide general problem solving, support and assistance on diverse software applications and hardware systems while onsite. Occasional remote work is required.
- Provide technical assistance and mentoring to first-level Help Desk Technicians by responding to escalated issues regarding errors, problems, or questions about applications.
- Provide onsite deskside technical support for a variety of client/server applications: MS Windows 10, MS Office 2016, Citrix/XEN, VMWare VDI, Exchange/Outlook 2016, SCCM Remote Tool, RSA SecurID Administration, iManage, InterAction, Cisco Jabber, Adobe Acrobat, legal departmental applications, Cisco IPT, anti-virus software, Airwatch, mobile smart-phones, tablets, and other mobile devices.
- Recognize, troubleshoot, and diagnose computer, Cisco IP phone, printer, software, and network connectivity problems.
- Install and maintain desktops, laptops, smart phones, tablets, printers, and all other peripherals.
- Maintain a high level of courteous customer service and patience at all times with ability to anticipate end-users’ needs.
- Communicate professionally with end-users the status of problem resolution ensuring satisfactory outcome.
- Maintain existing desktop images utilizing internal deployment procedures.
- Provide technical assistance for remote end-users on Cisco VPN, VMWare VDI, XEN/Citrix, and Web applications.
- Knowledge of basic information security protocols; enforces and adheres to Firm security guidelines and procedures.
- Answer Help Desk calls and manage e-mails as needed.
- Track and document support activities and assets using the Help Desk call tracking system.
- Contribute to and maintain the IT Help Desk Knowledge Base. Ability to compose written documentation for team and end-users.
- Perform workstation setups/QCs for new end-users, computer reimages, setup of loaner laptops, complete workstation relocations for existing end-users as needed, as well as, setting up/checking on Visiting Attorney offices, as needed.
- With specialized attention to detail and extreme patience, setup and support Firm meetings, and audio/video conferencing, which may be held remotely or onsite.
- Support audio/video equipment in Firm conference rooms working closely with the A/V Analyst to resolve issues in a timely manner.
- Provide technical support in Firm web meeting platforms, Zoom and WebEx, with working knowledge of MS Teams, and other web meeting platforms, as needed.
- Working knowledge of functions of the Firm’s video bridge, including Cisco Telepresence Management Suite (TMS)
- Contact vendors as necessary to troubleshoot issues.
- After-hours support and on-call rotation is required.
- Work frequently requires more than 37.5 hours per week to perform the essential duties of the position. Occasionally work extended hours to cover staff shortage or increased work volume.
- High school diploma or equivalent and three or more years related experience in the technology field; or equivalent combination of education and experience. MTA, MCSA Windows 10, or A+ Certification highly desirable. Prior experience in a large legal or professional services environment highly desirable.
- Proficiency working with MS Office 2016, ServiceNow, XEN/Citrix, VMWare VDI, Cisco VPN, RSA SecurID Administrative tools, iManage/Interwoven, SCCM and Bomgar Remote Control, efax, administrative/support tools, Active Directory, audio/video equipment, smart phones, tablets and other mobile devices. “Hands on” experience with system support, troubleshooting, repair, and maintenance of desktop/laptop software/hardware. Basic knowledge of LAN/WAN/WLAN, TCP/IP, DHCP, DNS preferred.
- Proactive with the ability to identify, define, and analyze detailed support issues and problems and to recommend and implement solutions. Ability to interpret technical instructions or diagram.
- Excellent analytical and technical skills requiring an aptitude for detail, precision, and logic with comprehensive knowledge of desktop support in a Windows 10 - Office 2016 networked environment in order to provide technical assistance and problem resolution to the various Firm applications and systems.
- Exhibit high degree of initiative with demonstrated troubleshooting, problem resolution, and follow-through skills in order to manage multiple priorities in a fast-paced, detail-oriented, and consistently changing work environment with the ability to make decisions based upon results of research.
- Excellent interpersonal, verbal, and written communication skills with the ability to communicate with courtesy and diplomacy and efficiently follow written and verbal instructions.
- Ability to provide technical support and training to a diverse group of users having different levels of computer expertise including attorneys, support staff, and clients. In addition, maintain effective relationships with vendors and consultants.
- Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment. Puts the success of the team ahead of one’s own ambition. Ability to use good judgement and act independently to make decisions within scope of the position’s responsibilities.
- Excellent organizational skills including record-keeping, data collection, and system information. Ability to compile and analyze data and furnish information in report format, written correspondence, email, or verbally.
- Ability to operate standard office equipment, including computer, printers, telephone, photocopier, scanner, calculator, facsimile, etc.
- Ability to occasionally retrieve and distribute technology-system-related items, written documentation, or office supplies weighing up to 20 pounds.
Vacancy expired!