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Desktop Support level II

New York, New York
JOB DESCRIPTION
Summary/Objective
Desktop Support Level II will act as the first point of contact for end users seeking problem resolution. The position requires a basic level of familiarity with Windows technologies and virtual desktops with a willingness to learn rapidly. A professional, personable demeanor is essential as is a relentless dedication to customer service. The successful candidate will be self-motivated, flexible and willing to go the extra mile to solve problems. Advanced people and communications skills are critical to success.
Essential Functions
  • Primary responsibility is user support and customer service. Providing technical assistance via e-mail, phone, helpdesk ticketing system and in-person;
  • Basic administration of E-Mail, Distribution lists, Active Directory - new hire set ups;
  • Troubleshoot remote user connection issues;
  • Create, update and maintain documentation for all staff and firm assets;
  • Advise and assist clients with specialized projects;
  • Utilize ticketing system to input, gather and analyze information;
  • Perform installation and configuration for mobile devices;
  • Movement and set up of all IT equipment for scheduled office and employee move,add,changes;
  • Manage, support, troubleshoot and repair hardware including printers, Macs, PC’s;
  • Work with 3rd party vendors;
  • Flexibility and adaptability to changing situations;
  • Position may require weekend flexibility or working other shifts;
  • Required to follow proper escalation procedures.
Competencies
  • Experience with several software programs (in particular Windows 10, Office 2016, Office 365, iManage);
  • Strong problem-solving skills;
  • Strong organizational and interpersonal skills
  • iManage
  • Law firm experience


 
  • Strong oral and written communication skills;
  • Ability to quickly learn new technology and develop computer skills as required to meet user demand;
  • Ability to work independently while contributing to the team;
  • Ability to travel periodically to other offices as needed.

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