Senior Desktop Support

4 weeks ago

New York, United States AMS Staffing Inc. Full time

Our client, an AM Law 100 firm, is looking to hire a Senior Desktop Analyst at their offices in New York City. The position is onsite 5 days a week with work hours of 10AM to 6PM. This is a full time, direct hire paying an annual base salary of $90K to $110K plus a performance based bonus. This role is also eligible for overtime pay.

Job Title: Senior Desktop Analyst

Location: New York, NY 10019

Work Environment: Onsite 5 days a week - 10AM to 6PM

Salary: $90K to $110K plus a performance based bonus, Overtime Eligible

Term: Full-time

3rd Party C2C/Transfer: No

Referral Fee: $500 - Refer qualified colleague, friends, or family.

Candidates must possess previous experience with supporting high level executives or experience providing white glove support.

Our client is looking to hire an experienced Senior Desktop Analyst to join the Desktop & Mobility Services Department. The Senior Desktop Analyst is responsible for providing second level support for all hardware and applications. This individual will act as a team lead on small and large scale projects, in some instances oversee junior staff and\or consultants.

DUTIES AND RESPONSIBILITIES:

  • Manage and respond to all support requests (incidents or service) submitted in ServiceNow.
  • Perform desk side visits and/or remote troubleshooting support as needed.
  • Deploys and provides direct support of firm issued hardware to end users, this includes desktops, laptops, printers, MFDs, monitors, telephones, mobile devices, hotspots and other peripherals.
  • Provide second level support and troubleshooting for the following;
  • Windows 10
  • Remote access (Citrix and VPN),
  • Applications - Microsoft 365 suite of apps, iManage/DeskSite, including non-standard installations.
  • Work closely with the engineering team to troubleshoot and resolve complex issues in the environment.
  • Responsible for documenting and sharing any special end-user notes/requirements as well as creating knowledgebase articles.
  • Participate in the creation, implementation and continual improvement of standards, processes and procedures required to deliver high quality service.
  • Install and support the firm's remote access technologies (Citrix and VPN)
  • Perform virus remediation in conjunction with directives from the IS Security team
  • On large and small scale projects, act as a team lead, providing guidance and overseeing junior staff and/or consultants
  • Work with the team in evaluating new offerings and defining and communicating best practices.
  • Deploy and maintain the firm's BYOD initiative
  • Coordinates with IS Inventory Specialist to maintain the inventory of the firm's (general and loaner) equipment; laptops, desktops, printers, smartphones, tablets, wireless access cards in the asset tracking tool.
  • Performs computer builds, office setup and mobile devices in preparation for the Summer and Fall associates as well as new hires.
  • Follows equipment reclamation process for departing employees.
  • Install, administer and maintain software on the MFDs.
  • Coordinate issues with or redirect issues to appropriate departments.
  • Generate documentation for new processes/update existing processes (ex. new install procedures, software usage instructions, mobile app installation).
  • Facilitate and support high profile VIP internal and external AV/VC live events.
  • Setup equipment in conference rooms, attorney offices and perform quality control checks
  • Experience with the following platforms, but not limited to, Zoom, WebEx, MS Teams, Skype, GoToMeeting
  • Provides assistance during any IS technology implementation within the firm

SKILLS AND QUALIFICATIONS:

  • Bachelor's degree, preferably in Computer Science, and/or a minimum of 10 years' experience in desktop, AV/VC support and remote access support.
  • Advanced Troubleshooting skills in Windows Operating Systems and Applications including but not limited to current versions of:
  • Windows 10, Office 365, iManage/Desksite.
  • Citrix Remote Access, VPN, Wireless Networking.
  • Basic knowledge of the support of MAC operating systems and common applications.
  • Knowledge of network topology, wireless networking and SCCM.
  • Ability to meet strict deadlines and effectively complete designated job assignments under significant time and supervisory pressure.
  • Must have excellent customer service skills and be highly responsive to our customers' requests.
  • Must have strong technical skills with the ability to troubleshoot and resolve complex issues in a Windows environment.
  • Must have strong interpersonal, analytical and organizational skills with exceptional attention to details.
  • Highly flexible communication skills.
  • Ability to rapidly translate between the technical and non-technical sides of a situation in a way that ensures understanding and customer satisfaction.
  • Ability to work effectively and efficiently as part of a team and independently as necessary.
  • Lifting and moving of computer equipment is required.

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