Technical Support Specialist

2 days ago

New York, New York, United States Gunder Full time
Job Title: Technical Support Specialist Job Summary: Gunderson Dettmer is seeking an experienced Technical Support Specialist to join our team in New York. As a Technical Support Specialist, you will be responsible for providing high-quality technical assistance to end-users in the organization. This role requires efficient and effective customer service skills to troubleshoot hardware and software issues, as well as providing limited training on the use of various types of hardware and software programs in support of business objectives. Key Responsibilities: * Provide first and second-level technical support and guidance to users of the Firm's computers, communications, and collaboration systems, and other technical systems. * Prepare and provide equipment to Firm staff as necessary. * Open, close, and keep current all help desk tickets in the tracking system. * Provide mobile device support. * Follow up with users, IT Admin, and outside vendors to ensure the prompt resolution of operating problems. * Evaluate and report trends in system errors, software/hardware malfunctions, and end-user feedback on solutions. * Research and resolve hardware/software problems with other IT staff or outside vendors. * Maintain and continuously expand strong working knowledge of current firm-supported and future technologies and software to provide technically accurate solutions to end-users. * Install, test, and configure new workstations, peripheral equipment, and software. * Maintain equipment inventories. * Assign users and computers to proper groups in Active Directory. * Perform timely workstation hardware and software upgrades as required. * Manage local moves/adds/changes to user set-ups for both computers and phones. * Manage networked business machines. * Set up conference rooms for business meetings, including establishing network connectivity, audio conferencing, and video conferencing as needed. * Communicate software problems and issues to system administrators as needed in the escalation process. * Provide on-call support as part of a regular, rotating schedule. * Assist with onboarding of new users. * Stay up-to-date with developments in both commercial and custom-built software products used in the organization. Requirements: * At least 2 years of relevant experience, preferably in a law firm. * In-depth, hands-on knowledge of enterprise and desktop hardware and systems. * In-depth, hands-on knowledge of enterprise and desktop applications, including Windows 10 and Microsoft Office Suite. * Knowledge of basic networking principles required. * Experience with individual and group-based training. * Experience with iManage/Filesite, Aderant (CMSOpen), MDYFilesurf, and other law firm programs preferred. * Knowledge of trends in computer technology relating to hardware and software. * Ability to travel to other offices. * Ability to work overtime. * Exceptional verbal and written communication skills. * Superb customer service skills. Education: * B.S./B.A. degree in Information Systems (or equivalent relevant experience). Schedule: * Monday - Friday, 8:00 am to 4:30 pm. Status: * Non-Exempt, Full time. Gunderson Dettmer is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

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