Strong communication and interpersonal skills, high energy, creativity and initiative imperative.
The ability to work independently and make good independent judgments.
Strong knowledge and experience with Microsoft OS, e.g., Windows 10 and technologies, including, Active Directory & Group Policy Objects, Office 2016 suite.
General experience with Windows servers.
Good working knowledge and experience with law office core software, including document management products, e.g., NetDocuments.
iScrub, iCreate , Access, Citrix, VPN, Software Distribution products, Ricoh copiers and general desktop troubleshooting) .
General knowledge of IP Phones.
Acts first tier as a subject matter expert with respect to local workstation application installation, configuration and troubleshooting
Works independently to learn how to install, troubleshoot, document and support new applications
Possess excellent problem solving skills.
Ability to work well under pressure.
Ability to work professionally and in an environment with minimal or no supervision.
Exceptional customer service and telephone skills essential.
Must be flexible for overtime and available to work weekend/holiday coverage periodically. Participates in after-hours support as needed.
Must continually maintain and expand working knowledge of current Firm-supported and future technologies to provide technically accurate solutions to end-users.
RESPONSIBILITIES
Interface with attorneys and legal support staff to ensure business requirements are understood and needs are met
Foster collaborative relationships with peers, vendors and internal customers to ensure users are receiving excellent service, training and assistance.
Provide implementation support and services for IT desktop technology initiatives as it relates to support and training.
Follows instructions and procedures.
Enter all helpdesk calls.
Utilize firm IT solutions and support knowledgebase and work order tracking for user support metrics.
Participate in the creation and maintenance of end-user documentation and training programs as it relates to the responsible region or office.
Manage software quality assurance, reporting and testing and provide effective feedback and communications to firm IT when requiring assistance in resolving and issues.
Apply technical and professional expertise to manage the daily activities of the user and systems functions. Understand appropriate levels of escalation and priorities in relation to these escalations.
Act as main point of contact for major escalation issues, including coordination of Level 2 & 3 escalation to firm level IT senior management.
Tasks and Projects as assigned by management.
Must be a team player.
3-5 years of helpdesk experience in a law firm preferred.
Excellent customer service skills.
Ability to work independently.
Sets and achieves goals.
Excellent research skills.
Computer hardware and software experience.
Good spelling and grammar skills.
Takes responsibility for the tasks of the position.
