Technical Support Specialist

New York, NY

Summary

Premier, global law firm has an exciting opportunity for a technology professional to join their fast-paced IT team in the New York office.

Essential Duties

• Manage and respond to all support requests submitted in ServiceNow.
• Facilitate and support high profile VIP internal and external AV/VC live events.
• Perform desk side visits and/or remote troubleshooting support as needed.
• Setup equipment in conference rooms, attorney offices and perform quality control checks.
• Troubleshoot, repair, install and maintain PC related hardware.
• Responsible for the daily support and management of the VC platforms, meetings, and webinars.
• Liaison between Information Security and Network Engineering to confirm each VC platform operates within the firm’s VPN network.
• Ability to understand various audio and video conferencing protocols.
• Experience with the following platforms, but not limited to, Zoom, WebEx, MS Teams, Skype, GoToMeeting, ON24, Intrado.
• Experience with LifeSize VC equipment.

Skills Needed to be Successful

• 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 with the 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.
• A commitment to first-rate customer service, well-balanced with an understanding of policies and procedures.
• Must be able to write clear and concise technical, procedural and policy documentation.
• Bachelor’s degree, preferably in Computer Science, and/or a minimum of 5 years’ experience in desktop and AV/VC support, with at least 7 years of professional      services experience.
• Advanced Troubleshooting skills in Windows Operating Systems and Applications including but not limited to current versions of Windows 10, Microsoft Office 2016 and O365, Microsoft Outlook 2016, DeskSite/iManage, Citrix Remote Access, VPN, Wireless Networking.
• Basic knowledge of the support of MAC operating systems and common applications.
• Ability to meet strict deadlines and effectively complete designated job assignments under significant time and supervisory pressure.
• Lifting and moving of computer equipment is required.