October 24, 2007

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​User Support Specialist

Location: New York City, NY
Date Posted: 01-10-2019

A major Wall Street law firm, has an opening for a User Support Specialist, in our IT department. The ideal candidate will act as second level support as well as the customer service liaison for problems that require the involvement of engineering and development teams. The User Support Specialist will also provide technical and customer service support, both desk-side and phone, as well as remotely via phone and remote control systems.

You are the initial point of contact for issues and must have very strong technical skills in:
  • Windows 7/10, Mac OS, Office 2010/2016 and Office 365
  • iManage WorkSite, Workshare, Innova, Microsystems, Adobe Acrobat, Nuance PDF and Citrix XenApp
  • Duo Mobile, Mobile Device Management, Windows Intune/Azure
  • Service-Now, Active Directory, Cisco Finesse ACD system, Cisco Call Manager, Cisco WebEx, Cisco Jabber,Cisco Teams
  • PC desktop and laptop hardware, A/V hardware/software technologies, Video Conferencing (Cisco & Polycom) and more
  • Day-to-day responsibilities and characteristics:
  • Perform hardware and software troubleshooting following industry best practices and utilizing knowledge base articles for guidelines around configurations that may be unique
  • Monitor ticket queues and work independently to complete requests and ensure customer satisfaction while meeting SLAs; regularly monitor and update tickets to ensure the customer is kept updated with the latest information
  • Identify and escalate urgent or difficult problems to the appropriate engineering or development teams after gathering all key information surrounding the incident and/or problem
  • Install, replace and remove hardware/equipment as directed by the Office Technology Supervisor
  • Track incidents and problems from open to resolution and when necessary update the knowledgebase and/or communicate findings with relevant business units
  • Program, manage and troubleshoot Cisco VoIP phones
  • Assist A/V team with conference room requests where technology setups and assistance are needed
  • Maintain the equipment inventory and database(s)
  • Setup and maintain firm-supported mobile devices and laptops
  • Assist with the relocation of users as directed by the Office Technology Supervisor
  • Assist in other IT functions, projects and other duties as require

Other requirements:
  • 2 years of related work experience in a law firm or professional services industry
  • 2 or 4 year college degree preferably in Computer Science or similar field of study
  • Outstanding ability to follow-up and provide "white glove" service while under pressure
  • Ability to work independently and effectively communicate with staff at all levels
  • Strong team player with a positive, helpful attitude and supportive telephone manner who can juggle tasks simultaneously and effectively
  • Organized and detail-oriented while using good judgment in responding to people and different situations

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