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Senior Desktop Support

2 months ago

New York, United States DBI Staffing Full time

Under the direction of the Technical Services Director, the Partner & Senior Executive Desktop Specialist will deliver “white glove”/genius bar, concierge level support for all partners, covering hardware, applications and home support as well as for documentation, knowledge base updates, proactive communication and collaboration.


This will include providing concierge level office and home hardware and applications support for all issues, requests, and technical information for Partners, consistently ensuring that the assistance provided meets or exceeds partner expectations in terms of both quality and timeliness. Excellent communication, solutions, and time management skills are required to ensure no service gaps and all Partners receive continuity of service at all times by working cohesively and collaboratively with the other Sr. Executive Technology Support Specialist. Throughout the day, this individual will maintain high levels of communication with the partners during the resolution process so they know the problem is being worked on. It is imperative this person be able to autonomously display good judgment and discernment communicating updates and only vetted, confirmed and relevant information to the Partner.



Requirements

Must demonstrate proficiency and competency in:

  • Bachelor’s degree required, preferably in Computer Science, and/or a minimum of ten years’ experience in desktop and AV/VC support.
  • Executive level support within a professional services environment where collaboration and cooperation with peers was emphasized. Legal domain experience is a plus.
  • Advanced troubleshooting in Windows Operating Systems and Applications including but not limited to current versions of Windows 10, Office 2016, O365, DeskSite/iManage, Adobe, Zoom, Teams, WebEx.
  • Troubleshooting Citrix Remote Access, VPN and Wireless Networking issues.
  • Advanced proficiency setting up and troubleshooting local and network printers.
  • Knowledge of the support of MAC operating systems and common applications.
  • Effectively completing designated job assignments under significant time and supervisory pressure while meeting strict deadlines with professionalism and calm.
  • Providing superior customer service including being highly responsive to our customers’ requests at all times.
  • Being available and on-call outside of regular business hours.