Desktop Support Contract Role- On-site

Responsibilities

• Serve as an effective technical resource to customers who contact them directly for timely assistance and high-quality solutions and support, as well as for escalations requiring software and hardware requests; Promote new technologies;


• Facilitate and support meeting technology events and tools including video conferences, presentations, client meetings and special events;


• Collaborate with Firm-wide departments to ensure proper and accurate scheduling and execution of meetings and events;


• Answer incoming first level support calls/emails as well as provide on-site support to firm end users at the local office;


• Install and maintain computer software standards in accordance with departmental requirements and procedures;


• Work across IT teams to achieve timely escalation and closure of software and hardware issues;


• Maintain the operational availability of office computers and printers;


• Maintain asset management system to ensure the accuracy and currency of Firm assets;


• Use Firm call tracking technology, in conjunction with departmental best practices, to create, update, elevate, and close tickets recording the life-cycle of a services request;


• Practice call ownership by acting as a liaison with Firm-side IT groups and customer keeping them apprised of service request status until request is resolved to customer’s satisfaction;


• Participate in IT initiatives, projects, and deployments; promotes effective training and user acceptance of Firm software;


• Support mobile device technologies; Promote and support remote access tools and best practices;


• Facilitate the handling of planned service events such as monthly network maintenance, or unplanned network disruptions/critical outages requiring effective coordination and reporting to responsible IT groups (Network Operations, Telecom, etc.);


• Foster data security policies and best practices; adhere to Information Security regulations and guidelines to ensure proper handling and security of Firm data;


• Works beyond scheduled hours as necessary for planned and unplanned work and support; light travel may be required;


• Impeccable work ethic is a must (Punctual, Reliable Attendance and Self- motivated).


• Advanced proficiency in Microsoft Operating Systems, specifically application installation and configuration processes;


• Advanced proficiency in Microsoft Office Suite;


• Advanced proficiency in Service Now;


• Advanced proficiency in MS Teams;


• Advanced to expert proficiency in remote access architectures, applications and technologies (Citrix, VPN);


• Advanced to expert knowledge of mobile technologies (iOS, iPad OS);


• Advanced to expert proficiency in networking technologies, cabling topologies, data communication devices, and related applications;


• Advanced to expert proficiency in Inter/Intra/Extranet technologies;


• Advanced to expert proficiency in Document Management Systems (iManage/Work 10);


• Advanced knowledge of customer service principles and practices;


• Advanced proficiency with data security and security applications;


• Advanced proficiency with project management;


• Advanced proficiency in remote access architectures, applications and technologies (Citrix, VPN).

Qualifications

• Associate’s degree (preferred); Bachelor’s degree (preferred); or similar work experience;


• At least 3 years of experience providing direct support to customers in the areas of business solutions, software, hardware and networking technologies;


• At least 3 years of experience in LAN, WAN and network systems support and management;


• At least 3 years of experience configuring, installing and maintaining client PC operating systems and related devices; and


• At least 3 years of professional services or law firm experience (preferred).

Seniority level

Not Applicable

Employment type

Contract

Job function

Information Technology - IT Services and IT Consulting