Systems Analyst Help Desk Supervisor

Profile

Law Firm Experience Required
Global Law Firm
Location
New York City, NY - Midtown Manhattan
Salary
Base salary to $120,000, Well Paid OT,
bonus, benefits including Medical, Dental and Vision Coverage; Paid Time
Off; 401K; Life and AD&D Insurance; Savings Accounts; Corporate Gym
Memberships; Travel Reimbursement; Private Car & Driver for OT; All
Firm Amenities, Stability, and Security.
Responsibilities
Summary
: Top-ranked multinational
law firm is seeking a Systems Supervisor to serve as an integral member
of the Firmwide IT Department to ensure the efficiency and success of the
legal and administrative staff within the Firm.
Days & Hours
: Monday -
Friday | 12PM to 8PM
Key Responsibilities
Establish schedules, set priorities and provide
guidance and support to help desk staff
Provide coaching to team members on performance,
operational procedures and techniques for troubleshooting various technologies
Complete employee performance evaluations
and recommend various salary actions
Ensure that IT Help Desk services are being
operated in an efficient manner across the Firm
Manage help desk ticket requests using Service
Now and make sure that each is responded to promptly
Act as a representative of the IT Help desk
when responding to assistance requests
Troubleshoot, identify, and research IT issues
and interface with staff via telephone or in person
Monitor active and resolved IT support issues/tickets
and check for whether they need to be escalated to a higher level support
staff and create or update articles through Knowledge Base to act as a
resource for other IT staff members
Install updates on software throughout the
Firm when needed
Manage hardware/software inventory
Provide back up Help Desk support to administrative
and legal staff whenever needed
Required
Bachelor's Degree required
5 years experience providing telephone-based
IT support and/or desk-side technical support
Supervisory experience is a must as well as
experience working in a Law Firm
Microsoft Office application suite exposure,
as well as iManage, Payne, Workshare, DocXtools, SMS, Micorsystems, Litera
Strong knowledge of PC systems and MAC systems
(desktop and laptop), as well as wireless devices and printer hardware
Previous experience supporting mobile devices
or with Mobile
Device Management platforms (Airwatch)
Previous experience with entering and tracking
tickets in an incident management system (Service Now)
Knowledge of VOIP technology telephone system
Previous experience with Active Directory
Wireless device support (Blackberry, Droid,
iPhone, iPad, etc)
Remote help desk support experience (RDP,
VPN, Citrix, etc.)
Knowledge of Video Conferencing systems
Any of the following certifications
would be a plus
MCITP: Enterprise Desktop Support Technician
on Windows
MCITP: Enterprise Desktop Administrator
on Windows 7
MOS: Microsoft Office Specialist; Certification
in Word, Excel and Outlook (version 2016) PowerPoint or Access, Network
preferred.
ACMT: Apple Certified Macintosh Technician
HDI Help Desk Analyst Certification

Company info

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