Technical Support Specialist

New York, NY 10017

Employment Type: Full Time Industry: IT Job Number: 4832 Salary Level: 65000 -75000

 

High Profile Law Firm seeks Technical Support Specialist to provide phone and desk side support for applications, hardware, tablets, smartphones and telephone equipment.

This is a full time direct hire role with a premiere firm in Manhattan that offers tremendous career growth.

In this role you will:

  • Diagnose individual and Firm-wide problems accurately, distinguishing between software, hardware and/or network issues
  • Apply expert knowledge of applications such as MS Windows 10, Outlook, MS Office, Worksite, Diaries, IE, Citrix, Acrobat, and legal research tools to troubleshoot and resolve problems
  • Educate users and team members on software and support issues
  • Escalate Firm-wide system problems according to department guidelines
  • Create a call tracking ticket for every issue handled, including all relevant information in a concise manner when escalating user problems to 3rd level support
  • Prioritize issues based on urgency and according to Department guidelines
  • Follow up with users to ensure issues have been satisfactorily resolved
  • Document troubleshooting steps to share with User Support and others as appropriate
  • Make suggestions for departmental technical procedures and troubleshooting knowledge base
  • Troubleshoot with vendor support to resolve technical issues
  • Understand all methods of accessing the Firm's systems remotely; effectively troubleshoot user remote access problems, e.g. Citrix, VPN
  • Configure, test, and troubleshoot smartphones and other mobile devices

 

 

  • Completed college degree required, Computer Science or related course of study preferred
  • 2+ years of relevant experience required
  • Working knowledge of Windows 10, iManage, MS Office, document comparison software (i.e. ChangePro), Diaries System, SharePoint, telephone support, smartphones, tablets and laptops
  • Ability to effectively prioritize and plan work to meet deadlines in high pressure environment
  • Strong attention to detail, analytical and problem solving skills
  • Strong customer service skills
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