LEGAL TECHNOLOGY HELP DESK ANALYST
LOCATION: New York, NY – Midtown, Manhattan (hybrid)
ORGANIZATION: Top-ranked global law firm
SHIFT: Monday (7:30-5:30), Tuesday (9:30-7:30), Wednesday (9:30-7:30), Thursday (7:30-5:30)
COMPENSATION: Base salary to $88K, 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:
- High school diploma required; bachelor's degree preferred
- 5+ years of help desk IT experience in a professional services environment; law firm experience preferred
- Experience providing telephone-based technical support and/or desk-side technical support
- Exceptional customer service skills and ability to interface with all seniority levels required
- 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 with entering and tracking tickets in an incident management system (Service Now)
- 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
