$55,000 - $65,000

IT Support Specialist   We are currently seeking experienced IT Support Specialists for the Manhattan office of an international law firm  Shifts: Monday - Friday, 1:00 PM - 9:00 PM Monday - Friday, 8:00 PM - 4:00 AM   Overtime is required from time to time.   Responsibilities:

• Provide heavy phone support for 1000+ user environment.
• Manage desktop software images for 1000+ user environment for a variety of desktop PC and laptop models such as Dell, HP and IBM.
• Quality Control (QC) of all applications and hardware presented to employees.  Participate in QC test process.
• Assist with high level Desktop/Help Desk troubleshooting and technical support as assigned.
• Resolve computer problems including viruses, slow performance, errors, e-mail client set-up, software installation and configuration.
• Troubleshoot network connectivity issues.
• Ability to configure and support Blackberry, I-Phone, I-Pad devices.
• Configure, re-image desktops/laptops as needed.
• Complete Active Directory departure process as needed.
• Assist with Asset Management.
• Administer Remote Security Access (RSA) tokens.
• Participate in desktop software deployments, upgrades, patches and service packs in conjunction with Infrastructure & Network group.
• Participate effectively in inventory/asset management and asset recovery.
• Answer calls that come into the Help Desk and document each call with issue and steps taken to resolve issue.
• Responsible for ownership of each call and ensure proper handling and follow-up when necessary.  Important to be alert to trends and have the initiative to investigate the situation.
• Manage Desktop Support ticket queues and acknowledge/resolve issues within the established Service Level Agreement. 
• Creation of documentation for new/existing products as well as documenting troubleshooting issues.
• Some travel is may be required from time to time.
• Backup for training.

Qualifications:

• 2-3 years of legal IT experience highly preferred.
• Familiar with industry standards and best practices for troubleshooting hardware and software together with a solid understanding of a QC process.
• Knowledge of Microsoft 2003 Active Directory.
• Experience with the desktop configuration and support of applications such as FileSite, MS Outlook, MS office Professional Suite, DTE, Elite, InterAction.  Project and Access would be helpful.
• Knowledge of Printer trouble shooting and maintenance.
• In-depth knowledge of desktop management methodology; extensive knowledge of PC and laptop configuration and setup, drivers, lockdown security, group policy objects and profiles.
• Knowledge of Wireless connection and VPN a must. Citrix XP environment a plus.
• Effective customer-service, teambuilding, motivational and organizational skills are required as is the ability to multitask. 
• Ability to work independently and determine priorities is important. 
• Have technical writing and documentation skills.

 

Education:

Bachelor's degree or certificate program completed in computer/technology-related discipline such as:  A+ Certification, MCP, MCDST, Network+,  Help Desk Certification a plus. 

 

Experience:

• 3 years of legal help desk experience in a large environment (500+ users), answering and troubleshooting Level 1, 2 and 3 calls are required.
• 3 years of recent experience with Dell computers, HP computers and printers, IBM/Lenovo Laptops, Blackberry, I-Phone, I-Pad, devices is a strong plus.
• Active Directory experience a plus.
• 3+ years experience in supporting MS Office 2003 in a legal environment is required.
• Experience in troubleshooting complex Microsoft Word documents a strong plus.
• Working knowledge of Adobe Suite a plus.
• Working knowledge of Windows 7 and Office 2010 a plus.

Full Time

New York

NY