HELP DESK ANALYST – Mutiple Positions Available (Law Firm Experience Preferred)
COMPANY: Large Law Firm with a Global Presence
LOCATION: New York, NY – Midtown Manhattan
HOURS:
Monday – Friday 4:00pm-midnight (with daily car and driver home)
OR Saturday & Sunday11:30am – 12am & Friday11am – 12am (with daily car service and driver home)
OR Monday – Friday 11am – 7pm
OR Tuesday12am -9am & Wednesday – Friday 12pm – 10am
Compensation: Base salary to $90,000, plus paid overtime, bonus and comprehensive benefits (including, medical, dental, vision and 401K). Exceptional work environment ideal to all transportation in one of New York's most recognized addresses.
RESPONSIBILITIES:
- Serve as the initial point of contact for telephone and e-mail inquiries on the Firm’s software applications, hardware, printers and remote technologies directed to the Information Technology department
- Follow up on calls escalated to other departments
- Provide onsite desktop support to users on a regular basis and occasional after-hours/emergency requests
- Responsible for installing and maintaining all end user IT equipment, including personal computers, laptops, printers, electronic devices and software
- Maintain accurate records of all maintenance, inventory and security measures associated with the Firm’s inventory
REQUIREMENTS:
- Bachelor's Degree required
- Experience providing telephone-based technical support and/or desk-side technical support
- Microsoft Office application suite exposure, as well as iManage, Payne, Workshare, DocXtools, SMS, Micorsystems, Litera
- Strong knowledge of PC systems and MAC systems (desktop and laptop), as well as wireless devices and printer hardware
- Previous experience supporting mobile devices or with Mobile Device Management platforms (Airwatch)
- Previous experience with entering and tracking tickets in an incident management system (Service Now)
- Knowledge of VOIP technology telephone system a plus
- Previous experience with Active Directory is desired
- Ability to troubleshoot wireless handheld devices (Blackberry, Droid, iPhone, iPad, etc)
- Ability to troubleshoot remote technologies (RDP, VPN, Citrix, etc.)
- Excellent ability to follow procedures and processes to ensure we remain IT Compliant
- Knowledge of Video Conferencing systems a plus
One or more of the following certifications is a plus:
- MCITP: Enterprise Desktop Support Technician on Windows
- MCITP: Enterprise Desktop Administrator on Windows 7
- MOS: Microsoft Office Specialist; Certification in Word, Excel and Outlook (version 2016) PowerPoint or Access, Network+ preferred.
- ACMT: Apple Certified Macintosh Technician
- HDI Help Desk Analyst Certification
