Technical Support Specialist

New York, NY


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.

Salary: Highly competitive above market compensation
Date Active: January 13th, 2022
Exempt/Not Exempt: Non-Exempt