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Information Technology Help Desk

4 months ago

New York, United States Addition Management Full time

Position: Helpdesk Specialist

Location: Downtown NYC (4 Days In)

Salary: $65k – $85k


Stable Downtown Law Firm seeks a Helpdesk Specialist to join their Team


Responsibilities:

  • General IT Support:
  • Act as the primary contact for all IT-related issues, providing both in-person and remote support for virtual desktops, laptops, desktops, and mobile devices.
  • Support critical applications such as Microsoft Office Suite, Microsoft Teams, Zoom, various document management systems, and specialized litigation support software.
  • Advanced Request Management:
  • Prioritize and manage user requests efficiently, ensuring timely responses and systematic follow-ups.
  • Escalate complex issues to appropriate higher-level technical teams as necessary.
  • Maintain detailed records of issues and resolutions to improve future troubleshooting and service delivery.
  • Hardware Maintenance and Configuration:
  • Conduct routine maintenance and upgrades of office hardware, including PCs, laptops, printers, scanners, and AV equipment.
  • Manage asset inventory and perform hardware audits to ensure all equipment is accounted for and functioning optimally.
  • Implement proactive hardware diagnostics and replacement programs to minimize downtime.
  • Software Installation and Updates:
  • Install, configure, and update software applications, ensuring all systems are equipped with the latest security patches and updates.
  • Manage user access control and security configurations to safeguard firm data.
  • Mobile Device Management:
  • Oversee provisioning, support, and lifecycle management for iOS and Android devices.
  • Ensure mobile device compliance with the firm’s security policies and client data protection requirements.
  • User Training and Support:
  • Develop and lead educational sessions focused on improving IT literacy across the firm.
  • Create user guides and FAQ resources for common issues and training materials on new software or IT policies.
  • Network Administration:
  • Monitor network performance to ensure high availability and performance.
  • Assist with network configurations, additions, and adjustments to maintain optimal service levels.
  • Data Management and Security:
  • Manage permissions and access to SharePoint and ensure secure file sharing practices.
  • Oversee data backup processes and disaster recovery operations to prevent data loss and ensure quick recovery in case of incidents.

Qualifications:

  • Minimum of 2 years of experience as an IT Helpdesk Specialist, preferably within a legal or professional services environment.
  • In-depth understanding of computer systems, network technologies, and mobile devices.
  • Proficiency in troubleshooting and resolving a wide range of technical issues.
  • Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.