Senior Executive IT Support Specialist

The Senior Executive Technology Support Specialist is responsible for providing concierge level support for all partners, covering hardware, applications and home support as well as for documentation, knowledge base updates, proactive communication and collaboration.

Concierge Level Partner Support

• Provide 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.
• Ensure that there are no service gaps and that Partners receive continuity of service at all times by working cohesively and collaboratively with the other Sr. Executive Technology Support Specialist.
• Maintain high level communication with the partners during the resolution process so they know the problem is being worked on. Use good judgment and discernment communicating updates and only vetted, confirmed and relevant information to the Partner.
• Provide onsite support during the partners business hours, after-hours and on-call support when needed.
• Provide onsite and remote support; travelling to provide home support to the partners as needed or requested.

Equipment / System Troubleshooting, Repair and Maintenance:

• Undergo a thorough vetting process when issues arise.
• Identify, document and communicate repetitive, repeatable issues as well as how individual issues have been resolved each time with a focus on increasing efficiencies and effectiveness in troubleshooting and resolving all issues that arise.
• Thoroughly vet issues, gathering all relevant information, details and data before talking with other IS Departments so they can quickly and efficiently assess and resolve the issue when it involves them.
• When issues, that cannot be readily fixed, appear to have the potential to involve other IS departments such as Network, Engineering, Security, Help Desk, proactively communicate and collaborate with them before making or communicating a specific diagnosis. Use this proactive communication and collaboration to ensure that no similar issues have occurred or are in the process of being resolved as well as to ensure that the right fix occurs and the problem is actually solved.
• Ensure optimal performance and compliance of all equipment at all times.
• Resolve problems using problem resolution and escalation procedures as well as leveraging diagnostic and incident tracking tool
• See problems through resolution while ensuring comprehensive diagnosis, documentation and communication with the rest of the team to ensure continuity of service excellence for the partners
• Provide support and troubleshooting for the following:
• Windows 10
• Remote access (Citrix and VPN),
• Applications (Microsoft Office, Outlook, DeskSite), including non-standard installations.
• Mobile Devices (IOS & Android)
• Any new or other devices the firm chooses to support
• Facilitate and support high profile internal and external AV/VC live events, supporting the following platforms, but not limited to, Zoom, WebEx, MS Teams and any additional platforms that are adopted.
• Provide assistance during any IS technology implementation within the firm.

Communication and Collaboration:

• Coordinate with the Problem Manager to identify trends and evaluate potential resolutions to accurately manage crisis escalation in the pursuit of resolving complex issues and to proactively reduce future occurrences.
• Communicate all problems and issues to upper management immediately.
• Maintain the highest level of professionalism with excellent communication, responsiveness, collaboration and customer service with Partners and all other team members in the firm.
• Make concrete recommendations to upper management that consider broader firm as well as individual Partner needs and issues.
• Work collaboratively with the Desktop team and other IS groups to ensure departmental practices and procedures are followed.
• Ensures team success by working respectfully and effectively with other team members.
• Effectively collaborate and coordinate with the appropriate teams within Information Systems to fulfill requirements with the utmost urgency, professionalism and respect
• Work well with others, both within the group and across other teams, as well independently, effectively discerning when each is the appropriate approach

Documentation and Tracking:

• Thoroughly document all trouble tickets and all Partner related issues, incidences, and fixes in Service Now so the firm can see trends across the firm and identify resolutions on a broader level before they become reactive, or disabling problems.
• Thoroughly document in Service Now all Partner equipment and applications being used as well as special requirements and how each assigned Partner works both in the office and at home.
• Document and update knowledge base articles on a regular basis.
• Develop and maintain relevant and requisite executive support processes and procedures in compliance with Information Systems and the firm’s policies and guidelines.
• Other tasks are needed or assigned.

Job Specifications

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.
• Strong technical skills including effectively and efficiently troubleshooting and resolving complex issues in a Windows environment.
• Consistently working respectfully, effectively and collaboratively with others on the team, across teams and across the firm, to solve problems, meet department expectations and deliver exceptional customer service.
• Consistently high level analytical and organizational abilities which also include an exceptional and consistent attention to details
• Highly flexible communication skills:
• Rapidly translate between the technical and non-technical sides of a situation in a way that ensures understanding and customer satisfaction
• Communicate effectively and appropriately with others in the firm at all levels. Solid judgment and discernment to work effectively and efficiently as part of a team and independently as necessary
• Ability to lift and move computer equipment is required

Work requirements

• Attendance Requirements: On site during normal working hours and available as necessary before or after normal working hours to work at the firm, remotely, at off-site meetings, in order to meet the demands of the job and the needs of the firm.
• Travel Requirements: Ability to engage in off-site travel as required from time to time, in order to meet the demands of the job, and the needs of the firm