Desktop Support Technician

New York, NY 

Job Description

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

Responsibilities include but not limited to:

• Day-to-day support of MS Office products (2013 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

• Law Firm Help Desk environment.
• Outlook Email Client operating in Microsoft Exchange environment.
• Microsoft Operating Systems (Windows 10) and Office products.
• iManage (FileSite) or other centralized document management experience.
• Hands-on experience with smart-phones such as iPhones and android devices.
• 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 10 & Citrix).
• Desktop integration working with various software packages.
• Must be available for overtime and off-hour work including evenings and weekends. 

Other Duties

• Fundamental knowledge of networking concepts.
• Remote access technologies such as; Citrix Remote Access Desktop. 

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. 

Education Requirements

• Bachelor’s degree in Information Systems, Information Technology, or related field, and/or MCSE is strongly preferred.

Abilities and Skills

• This position is full time Monday through Friday.  Candidates should have flexibility to work additional hours as needed including evenings and weekends.
• 2-3 years’ experience with Help Desk and Applications support (MS Office Suite, iManage/Filesite); maintaining and replacing workstations (Desktops, Laptops, Peripherals) as well as network /infrastructure support and network administration. One (1) year in law firm information services environment required.
• Excellent customer services skills and highly motivated.
• Strong ability to troubleshoot a wide-variety of IT-related issues and end user knowledge transfer experience required.
• Must be able to handle multiple demands simultaneously and change course rapidly as priorities change.

*The Firm is free, in its sole discretion, to change or amend the above description and hours of the position, at any time with or without notice.