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Reference # : 18-03574 Title : End-User Support Specialist
Location : NY, NY
Experience Level : 5 Years Start Date : 07/12/2018  
Description
Job Objective: A leading international law firm, seeks an experienced IT Support Specialist. This position will be based in our New York office. Overtime is required from time to time. Responsibilities: Provide helpdesk support and resolve problems to the end user's satisfaction Monitor and respond quickly and effectively to requests received through the IT helpdesk via phone, email, or in person Utilize and maintain the helpdesk tracking software; log all help desk interactions Manage Help Desk ticket queues and acknowledge/resolve issues within the established Service Level Agreement. Responsible for ownership of each call and ensure proper handling and follow-up when necessary. Important to be alert to trends and have the initiative to investigate the situation. Diagnose and resolve technical hardware and software issues Escalate issues to the correct resource and inform management of recurring problems Assign users and computers to proper groups in Active Directory Research questions by utilizing Knowledge Base Library and/or other available information resources Ability to configure and support Blackberry, iPhone/iPad and Android mobile devices. Administer Remote Security Access (RSA) tokens Punctuality is essential for start time as well as attending to scheduled tasks. Teamwork is important. Qualifications: Familiar with industry standards and best practices for troubleshooting hardware and software together with a solid understanding of a QC process. Experience with the desktop configuration and support of applications such as iManage Desksite, MS Outlook, MS Office Suite, Microsoft Active Directory, Appsense, Xenapp Director, RSA Console, Exchange Console, DTE, InterAction. Project and Access is a plus. Knowledge of Printer trouble shooting and maintenance. In-depth knowledge of desktop management methodology; knowledge of PC and laptop configuration and setup, drivers, lockdown security, group policy objects and profiles. Knowledge of Wireless connections -- VPN and Citrix environments. Effective problem analysis, problem-solving, customer-service, attention to detail, team interaction, motivational and organizational skills are required as is the ability to multitask. Ability to work independently and determine priorities is important. Have technical writing and documentation skills. Training experience a plus. Education Bachelor's degree or certificate program completed in Information Systems, Business, Communications or related field. Help Desk Certification a plus. Experience 3+ years' experience working a Help Desk answering and troubleshooting Levels 1, 2 and 3 calls. Law firm experience is preferred.