Technical Support Specialist

3 weeks ago

New York, New York, United States SourcePro Search, LLC Full time
Job Title: Technical Support Analyst

The Technical Support Analyst plays a vital role in ensuring the smooth operation of our IT systems and applications. As a key member of our team, you will be responsible for providing top-notch support to our users, troubleshooting hardware and software issues, and implementing solutions to meet their needs.

Key Responsibilities:
  • Provide hands-on support to users experiencing desktop operating system, connectivity, and applications issues.
  • Perform hardware diagnostics and execute or coordinate repairs to ensure customer satisfaction.
  • Offer 2nd-level support for various law firm applications, including iManage, Carpe Diem, Aderant, and the Microsoft Office Suite.
  • Assess software compatibility with current operating systems and execute on the installation and maintenance of practice-specific applications.
  • Plan, schedule, and execute computer equipment installations, imaging, upgrades, and replacement projects.
  • Maintain hardware inventory for PC, printer, and mobile devices.
  • Effectively translate user requests, business needs, and technical specifications into formal written documentation.
  • Maintain vendor relationships for contact/troubleshooting purposes, serving as a liaison with third-party support and PC equipment vendors.
Requirements:
  • Bachelor's Degree in Computer Science, Information Systems, or a related field, or equivalent work experience.
  • Typically 4+ years of relevant work experience.
  • Previous technical lead role a plus.
  • Ability to work independently or as part of a team under general supervision.
  • Excellent verbal and written communication skills.
  • Familiarity with Microsoft Windows latest Operating System and desktop applications.
  • Familiarity with remote access platforms and troubleshooting of each.
  • Familiarity with PC imaging software, Ghost, and SCCM.
  • Familiarity with LAN/WAN technologies and cabling.
  • Familiarity with smartphones, specifically iPhones, Androids, and Blackberrys.
  • Experience supporting AV and videoconferencing equipment.
Preferred Qualifications:
  • CompTIA A+
  • Microsoft Certified Technology Specialist
  • MCITP: Enterprise Desktop Support Technician

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