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About the Role
This position provides technical support primarily to the client's New York office, with the ability to assist other Firm offices. The role requires broad knowledge of all equipment and desktop software used by end users, focusing approximately 20% on Help Desk tasks and 80% on Deskside Support.
Responsibilities
- Provide telephone and deskside support for all desktop and laptop systems.
- Troubleshoot and research problems using internal knowledgebase, ServiceNow, online databases, or software help files.
- Create, escalate, and close tickets on ServiceNow, maintaining records of all end-user equipment.
- Assist with installation, configuration, and usability of laptops, peripherals, software, and mobile/desk phones.
- Manage hardware, software, and mobile device setup and removal for employee onboarding and off-boarding, including first login assistance and VIP support.
- Coordinate the distribution of peripherals with internal teams and Practice Groups.
- Ensure seamless interconnection of laptop computers with all relevant systems.
- Provide off-hours and on-call support, including overnights and weekends, on a rotating basis.
- Assist in ensuring system and equipment security, including reporting and remediating phishing and malware attacks.
- Collaborate with the AV Team to set up conference room technology and support offsite AV events.
- Provide occasional printer support and maintenance.
- Lead or assist with special IT projects such as conversions, moves, software setups, or offsite events.
- Deliver white-glove support, prioritizing VIPs and offering offsite assistance including home visits.
- Train Legal Staff during onboarding on equipment usage and firm applications.
- Serve as a Subject Matter Expert (SME) on firm applications and train other staff.
- Act as the primary IT support person for an assigned floor in the New York office, with backup responsibilities for other floors.
- Handle additional out-of-scope responsibilities in a dynamic IT environment to ensure user satisfaction.
Requirements
- A High School Diploma required.
- Must have basic knowledge and experience in MS Word, MS Outlook, NetDocuments, Litera Innova, and Windows.
- Experience with Apple iOS is a plus.
- Excellent client service skills with a strong emphasis on user satisfaction.
- Experience using a document management system (ideally NetDocuments).
- Basic understanding of Microsoft Office suite, Microsoft Windows 10 operating system, Adobe Acrobat, document comparison (Litera Change Pro) or similar, and financial applications such as IntApp Time.
- Intermittent physical activity including reaching, prolonged periods of sitting, bending, or lifting (up to 50lbs).
- Ability to perform all assigned tasks.
- Good organizational skills.
- Documenting work processes.
Skills
- MS Word
- MS Outlook
- NetDocuments
- Litera Innova
- Windows
- Apple iOS
- Client service
- User satisfaction
- Document management system
- Microsoft Office suite
- Microsoft Windows 10
- Adobe Acrobat
- Document comparison
- Litera Change Pro
- IntApp Time
- Help Desk support
- Deskside Support
- Ticketing system (ServiceNow)
- AV equipment support
- Printer support
- Security awareness
- Phishing and malware remediation
- Training delivery
Location
- New York
Work Type
- Full-time
- Onsite
Experience Level
- Seniority may influence on-call rotation
Education Level
- College degree and technical training certifications preferred
- High School Diploma required
Benefits
- Medical/Dental/Vision/401K with a competitive company match
- Employee discounts on Canon products
- Vendor discount programs
About the Company
- An established team within a successful and proven global organization.