Overview:
This award-winning, mid-sized, Am Law 200 firm is headquartered in New York City and has 200+ attorneys. The firm spans across three offices in addition to their headquarters in NYC, they also have offices in both Miami and Los Angeles. The three locations serve a diverse client base around the globe. No matter the office or location, they are known for getting the job done right, and doing it with integrity, efficiency, and style. They offer an informal, friendly atmosphere that encourages hard work, growth, and balance.
They are seeking a full-time Help Desk/Desktop Support Specialist & Trainer to deliver outstanding technical support to their team. The perfect candidate will possess a robust IT support background, exceptional problem-solving abilities, and a strong commitment to customer service. Please note that this role offers professional development and growth opportunities
Responsibilities:
- Provide excellent customer service while conveying confidence, knowledge, and professionalism over the phone, email correspondence, and during office visits.
- Serve as first and second-level support for telephone and e-mail inquiries on the firm's software applications, hardware, mobile devices, Phones and remote technologies directed to the Information Technology department.
- Interact with users to identify, research, diagnose reported issues and engage engineers to assist as needed.
- Work with the third-party trainer to design and develop training programs, including course materials, manuals, and other instructional resources tailored to the firm's needs.
- Coordinate New Hire training and weekly Skill-up sessions.
- Work with the third-party vendor to develop training materials for new applications or updates.
- Log all call activity in the Service Desk application.
- Assist with managing all hardware and software inventory.
- Provide guidance on the use of software applications and equipment.
- Set up and deploy new thin clients, PCs, laptops, printers, and other peripherals.
- Install, configure, and maintain operating systems updates, software applications, and hardware components through Intune.
- Manage user accounts and permissions in Active Directory.
- Assist with basic network troubleshooting, including connectivity issues and printer setup.
• Work with network engineers to resolve complex network problems. - Escalate issues to senior IT staff or external vendors as needed.
- Follow up with users to ensure issues are resolved to their satisfaction.
- Assist with Setting up conference rooms.
- Assess the effectiveness of training programs through evaluations, feedback, and performance assessments, making adjustments as needed.
- Conduct training sessions, workshops, and seminars, both in-person and online, to educate employees on various IT systems, software, and tools.
- Test new applications prior to rollout.
- Provide on-call after-hours and weekend support.
- Other duties as assigned by the Manager.
Responsibilities:
- 3 to 5 years of relevant experience at a law firm.
- Strong technical background in computer hardware, software, and troubleshooting required.
- Proficient in Microsoft products (including Windows 10, Windows 11, and Office 365), iManage, Adobe Acrobat, and Litera, with the ability to quickly learn and incorporate new releases and updates.
- Proficient in Zoom and MS Teams.
- Excellent written and verbal communication skills, including the ability to communicate technical concepts to technical and non-technical users.
- Ability to multi-task in a fast-paced environment, prioritize among competing needs and respond quickly to requests for information.
- Ability to effectively organize and manage multiple training initiatives simultaneously.
• Strong understanding of business goals and standards for customer service. - Ability to work on own initiative.
- Ability to lift and carry computer and printer equipment.
Compensation & Benefits:
- $75,000 to $90,000 - The salary offered to a successful candidate will depend upon many factors that may include but are not limited to years of experience within the job, years of experience within the required industry, education, etc.
- This firm offers a comprehensive benefits package including, but not limited to, medical, dental, vision, supplemental insurance, HSA Account, Retirement Plan, and more.
- This firm also offers a hybrid work schedule.
Please note that the description above is intended to reflect general duties and responsibilities and is not to be interpreted as all-encompassing. Nothing in this job description restricts the Firm's right to assign or reassign duties and responsibilities to this job at any time.