Senior Network & Desktop Technician

New York, NY

Reports to: Information Technology Manager

Information Technology Services

The Network & Desktop Technician is responsible for the day to day activities of supporting network and desktop hardware and software functions for the end user community of Firm.  This is a position that is primarily customer and communications focused requiring excellent customer service and communication skills; sound technical knowledge of PC/Laptop, network, servers, VTC, audio conferencing, BlackBerry, remote access, and telephone services; and a demonstrated ability to help and resolve issues.

Duties & Responsibilities

• Diagnoses and resolves, in a timely manner, desktop hardware and software problems reported by end-users or forwarded by the HelpDesk.
• Maintains network and desktop hardware and software directly or through equipment manufacturer warranty.
• Configures and deploys desktop hardware and software including but not limited to PCs, laptops, printers, BlackBerrys, iPhone, remote access, and telephone equipment.
• Installs VPN and Citrix clients and troubleshoots remote access issues.
• Configures and troubleshoots laptop wireless connectivity.
• Configures and trains users on RSA remote access key fob.
• Configures and runs audio conference calls.
• Configures and runs VTC conference calls.
• Performs basic network, switch, router, firewall, and server maintenance and troubleshooting.
• Performs basic network administration of Exchange/Outlook/Active Directory/File Server/Print Server.
• Create Accounts/Groups in Active Directory/Exchange.
• Performs telephone add/moves/changes.
• Performs miscellaneous technical support tasks and special technical projects as assigned by Information Technology Services management.
• Works well as part of a team on technical projects.
• Recognizes the importance of effective client service and presents the firm in a positive light.
• Successfully sets priorities, performs tasks in an orderly fashion, and meets time deadlines.
• Keeps scheduled appointments, reports for work on time and maintains good attendance with valid reasons for absences.
• Maintains personal appearance and conduct appropriate for a professional services environment at all times.
• Demonstrates good written and oral communications skills and communicates effectively.
• Stays current with changing priorities, willing and able to take on new tasks and responsibilities and learn new technology.
• Generally remains calm and focused in pressure situations.
• Maintains departmental records in accordance with policies and procedures.
• Submits all required paperwork and reports accurately and on time.
• Operates well without specific direction and close supervision, given general guidelines for the position.
• Performs limited Network Administration tasks, including but not limited to Backups and Active Directory cleanup.
• Ability to support the daily operational processes for telecommunications systems.
• Support current voice technologies, troubleshoot problems, and perform moves/adds/and changes.

Requirements

• Minimum of four years’ experience in a desktop PC maintenance position, preferably in a client-service organization (legal background preferred, not required).
• Experience in troubleshooting and repairing DELL PCs/IBM Laptops and HP Laser printers in a network environment.
• Thorough understanding of current PC operating systems, hardware configurations, memory configuration techniques, and peripheral hardware and software.
• Knowledge of software applications and installation.
• Thorough understanding of BlackBerry installation, configuration, operation and troubleshooting.
• Ability to work in confined spaces, lift up to 80 pounds, and use various hand tools.
• Position requires access to equipment, software, or technology that is subject to U.S. export controls.  To be granted access pursuant to US Export Control laws, candidate must be either (a) a United States citizen or national; (b) a person lawfully admitted for permanent residence of the United States (i.e., “Green Card” holder); or (c) an INS-approved refugee or asylum holder who has applied for naturalization within six months of the date the individual first became eligible; and if not yet naturalized, is still actively pursuing naturalization if 2 years have passed since the date of application to be granted access pursuant to US Export Control laws.  Candidates will be required to submit appropriate documentation to determine whether access can be granted before proceeding further through the application process.

Education

• College Degree in computer related field or equivalent work experience.
• Familiarity with the Firm Standard Desktop Operating System and software (including but not limited to Win 7 Workstation, Office 2010, Exchange/Outlook 2010, iManage, Workshare, Citrix, etc.)
• Microsoft Certified Professional and Microsoft Certified Systems Administrator Certifications (MCSA) preferred.

Note:  As with all positions the Network & Desktop Technician will be required to perform other duties as deemed necessary and assigned by the Information Technology Manager or Firm Management.