Senior Information Technology Specialist

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Senior Information Technology Specialist
The candidate serves as second level escalation for the Help Desk. Provide training and information to Information Technology Specialists in order to meet or exceed the level of responsiveness required by the Firm. Monitor Help Desk activity to ensure issues are being resolved or escalated in a timely and proper fashion. Assist with creation and maintenance of both internal team and end-user documentation. Provide training for new employees as well as designated training for existing attorneys and staff. Monitor and update curriculum as appropriate. As required and directed, work with senior staff and consultants to successfully test and deploy software or updates. Maintain specified updates to Firm’s Intranet and assist other departments as needed with making changes to their sections of the Intranet. Fulfill the duties and responsibilities of the Information Technology Specialist: Utilize firm’s Help Desk ticketing software to maintain and track user issues from inception through problem resolution per guidelines, adhering to response and resolution timelines. Provide primary response and support for user informational, technical, and troubleshooting issues; to include to: Physical and virtual desktops. Application support for physical and virtual desktop environments. Local and remote hardware and software connectivity to Firm resources. Mobile device connectivity to Firm resources. Preparing and assisting with document/data transfer via hard/flash drive, burning CDs/DVDs, FTP, or cloud-based media. Preparing and initiating teleconference, videoconference, or presentation sessions. Guest WiFi or printer connectivity. Approved non-standard desktop software installation. Deployment of client-side desktop images and software. Administration, maintenance, and inventory control of end user related items such as loaner equipment, desktops, monitors, printers, mobile devices, and other peripherals. Coordinate timely repair of computer hardware with outside vendors, including tracking repair call logs, monitoring inventory levels, verifying bills/invoices. Provide support as directed for any outage or implementation, including working non-business hours as necessary. Assistance with any other IT related task as required by the firm. Responds to requests in a professional manner. Identifies and responds to issues/problems in a timely manner, and seeks feedback/follow-up as appropriate. Builds effective working relationships as appropriate. Demonstrates knowledge of the firm’s culture, practices, business and structure. Demonstrates knowledge and adherence to firm policies, procedures and processes Interacts effectively and courteously, in person, by telephone, and in writing with attorneys, supervisors, co-workers and other business professionals. Proactively communicates the status of work. Understands the need to ask questions and seek guidance. Expresses thoughts clearly, accurately, and concisely, both verbally and in writing. Should have 5+ years of experience in providing direct support for a Windows based environment in a Help Desk or higher position. 3+ years of recent experience in a law firm is required. Must have demonstrated understanding of general networking and computer hardware. Should have demonstrated proficiency in supporting Windows and Mac OS, Citrix, Microsoft Office Suite, iManage, MacPac, and Acrobat.

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