Desktop Support Technician

This position is full time, Monday-Friday.  Candidates should have flexibility to work additional hours as needed.

Job Description

A prestigious midtown law firm, is currently seeking a full-time Desktop Support Technician in its New York office.

General Summary

Under the direction of the Information Technology Manager, the Desktop Support Technician will provide desk side support (Level-1 & Level-2) and subject matter expert skills on a wide array of systems and applications.  The DSE regularly serves as the on-site responder to the firm’s end-user requests and is an integral part of an expanding Information Technology Services team. Ideal candidate must have 2-3 years’ experience with the following: Help Desk and Applications support (MS Office Suite, iManage/Filesite-MC); maintaining and replacing workstations (Desktops, Laptops, Peripherals) as well as network /infrastructure support (PDA’s, Citrix) and network administration.

Individual should possess law firm help desk experience, excellent customer services skills, be highly motivated, have strong ability to troubleshoot a wide-variety of IT-related issues, and end user knowledge transfer experience required. 2-3 years of experience in an information services environment and in a professional services environment preferred.  Previous law firm experience highly desired. A college level degree in Information Systems, Information Technology, or related field, and/or MCSE is strongly preferred.

Responsibilities include but not limited to:

• Day-to-day support of MS Office products (2007 or higher)
• Install and support smart-phones and HP printers
• Support of document management system
• Help Desk ticketing entry; monitoring and resolution
• Troubleshoot desktop-issues in coordination with users
• Participate in ongoing development of workstation images
• Support, document and deploy desktop images as well as applications packages
• Monitor and administer various desktop management tools
• Recommend methods of improving the desktop architecture
• Other duties as deemed appropriate 

Required Experience

• Outlook Email Client operating in Microsoft Exchange environment
• Microsoft Operating Systems (Windows 7 or higher) and Office products
• iManage (FileSite) Matter Centric Document Management or other centralized document management experience
• Hands-on experience with smart-phones such as iPhones, android devices and blackberries
• Hands-on experience with HP printers and various scanning devices
• Hands-on experience with desktop and application support
• Must have excellent knowledge of workstation Operating Systems and how applications should be installed on them (currently Windows 7 & Citrix)
• Working knowledge of Windows 7 including how to properly install applications diagnoses and troubleshoots same
• Desktop integration working with various software packages
• Must be highly available for overtime and off-hour work including evenings and weekends
• Must be able to handle multiple demands simultaneously and change course rapidly as priorities change

Other Duties

• Fundamental knowledge of networking concepts
• Remote access technologies such as; Citrix Remote Access Desktop and Published Applications-Xen Desktop and Xen App preferred

Quality Management

• Continually improve client service through diligent, thoughtful and timely execution of support requests
• Keep end users informed of status of problem resolution and project progress
• Continually evaluate and improve existing and new procedures and services
• Make recommendations to management on ways to increase quality and efficiency of services provided
• Ability to participate in the planning, policy and decision making discussions involving productivity, system availability, workflow and problems which may negatively impact system performance
• Establishes or adjusts work procedures to meet production schedules