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IT Support Specialist
2 months ago
We are seeking a dedicated Desktop Support Technician to join our team. This is a full-time, direct-hire opportunity with a competitive salary range of $95,000 to $105,000 along with excellent benefits.
Position Details:
Location: New York City
Salary Range: $95,000 - $105,000
Overtime Eligibility: Yes
Work Environment: 100% onsite
Daily Hours: 9:30 AM - 5:30 PM
Preferred Education: Bachelor’s Degree
Key Responsibilities:
- Flexibility in working hours and overtime as required.
- Accurately document problem descriptions and resolutions in the incident management system for all incoming requests.
- Address escalated support tickets from the Level 1 phone support team.
- Conduct on-site visits to resolve user issues as necessary.
- Perform scheduled system tests and manage change control testing.
- Troubleshoot email delivery issues utilizing the ProofPoint console.
- Administer mobile devices and MiFi issues as needed.
- Participate in offsite litigation setups and partner home visits when required.
- Engage in assigned training programs to enhance skills.
- Demonstrate strong technical writing abilities, including drafting documentation, SOPs, and scripts.
- Provide coverage for other shifts, including potential overnight and weekend work.
- Be prepared for daily overtime as necessary.
Qualifications:
- Experience in a helpdesk role, preferably within a legal environment.
- Exceptional verbal and written communication skills, coupled with strong customer service capabilities.
- In-depth knowledge of Windows OS 10/11 and Microsoft Office O365.
- Familiarity with document management systems, ideally NetDocs.
- Ability to troubleshoot remote access issues, including RSA Administration, VPN, and Citrix.
- Experience with Active Directory and Entra Administration.
- Support for mobile devices, including firm-issued iPhones and BlackBerry Work for Enterprise.
- Basic networking troubleshooting skills, including knowledge of IP and server administration.
- Ability to diagnose hardware and cabling issues.
- Capacity to thrive in a high-pressure environment.
- Strong prioritization skills and ability to multitask effectively.
- Some background in network operations is preferred.
- Experience in an automated call distribution (ACD) environment is a plus.
