We are a premier law firm in the AM LAW top 10, have been in business for over 100 years, and are still growing. The firm is seeking an indefinite consultant with no end date to be a Senior Technology Support Services Specialist for our NYC office based in Hudson Yards,
The Senior Technology Support Specialist for NYC is a direct hands-on role, based in the corporate HQ of our company in Hudson Yards. The position requires a strong and flexible work ethic as well as excellent service delivery in supporting the Office Manager and responding to attorney and client needs. The Senior Technology Support Specialist will provide primary coverage onsite Monday through Friday during business hours; and must also be available outside business hours and on weekends either onsite or remotely. Occasional travel is required to support litigation matters.
Core competencies
· Desk-side end-user support experience and an understanding of professional IT operational work practices
· Proficiency in Windows Desktop OS, MS Office Suite (particularly MS Word and MS Outlook 365) , iManage, Change-Pro, mobile device support
·Supporting Mobile Devices is a big plus (Apple and Android)
· Must be a customer and client-focused individual
RESPONSIBILITES include but are not limited to:
• General Support
Provide first-line how-to and troubleshooting for Citrix/VDI desktop and standard applications including Outlook, Word, Excel PowerPoint, iManage, etc.
o Prioritize requests and follow up with users; Escalate calls to second/third level support
o Track user requests via the Helpdesk ticketing application
o Maintain office hardware including PCs, laptops, printers, and AV equipment
• Mobile Support
o Provide provisioning, support and maintenance for iPhone, iPad, and Android devices
o Produce supporting documentation and conduct mobile device / remote access training
• PC/Laptop Support
o Maintain the firm’s standard PC and laptop images and reimage as needed o Coordinate with litigation support on installation/image of “trial laptops”
o Coordinate with local repair center (shipping laptops or parts for repair)
o Assist with portable encrypted media
Communications Facilities and Wi-Fi
o Follow strict maintenance schedules for rotating and rebooting network equipment
PREFERRED QUALIFICATIONS: Previous Law Firm Experience is a Requirement