Computer Support Specialist

new york, New York

A leading global law firm is currently seeking a Computer Support Specialist to join their team in New York, NY.  

Responsibilities

  • Respond to, research and resolve user inquiries for first and second-level support received via telephone, e-mail or walk-in, in a timely and efficient manner
  • Maintain effective communication and follow-up with assigned floors
  • Interface and maintain effective communication with other Support, Training, and Information Systems staff
  • Escalate problems to appropriate individual(s) based on established guidelines and procedures
  • Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to users
  • Attend Computer Support weekly Education Sessions, and provide presentations as needed for specific topics
  • Attend ongoing training programs to keep technical skills sharp
  • Take ownership and follow up on tickets escalated to other groups to ensure resolution and user satisfaction
  • Recommend improved Support methods aimed at increasing Support's efficiency and productivity
  • Participate in software and hardware rollouts/upgrades including planning, testing, scheduling, pilot testing, solicitation of user feedback and compilation of same, training, support, monitoring, etc.
  • Write instructional documentation associated with the firm's technology
  • Provide weekly activity report to Computer Support Manage

Requirements

  • Must have at least a Bachelor’s degree in Computer Science, or related field
  • 3+ years’ Support experience
  • Strong technical skills in Microsoft Office 2010 and Outlook 2010, Windows 7, HEAT, Internet Explorer, Adobe Acrobat, BlackBerry, iOS devices, ChangePro, DocXTools, Citrix Remote Access products, Autonomy’s iManage DeskSite, call center tracking programs, printers and laptops
  • Willing to cover extended hours and overtime on holidays, weekends or after regular business hours when coverage is needed
  • Strong analytic skills, outstanding customer service skills and be detail-oriented
  • Due to the special nature of a non-day shift position, a disciplined self-starter who is resourceful, reliable and trustworthy is needed
  • Understanding of the Firm’s practice, culture and support operations, especially its technology systems, will prove invaluable
  • Ability to manage a varied workload and meet deadlines
  • Ability to work collaboratively with lawyers and staff, demonstrating strong teamwork and a positive attitude
  • Knowledge of Wikis and Unix is a plus
  • Cisco experience is a plus
  • Remote office location support experience is also a plus

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