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User Support Specialist

New York City, NY

The User Support Specialist is responsible for providing telephone and in-person support for Firm applications, PCs, laptops, tablets, smartphones and telephone equipment.

  • Diagnose individual and Firm-wide problems accurately, distinguishing between software, hardware and/or network issues
  • Apply expert knowledge of “STB applications”,such as MS Windows 10, Outlook, MS Office, Worksite, Diaries, IE, Citrix, Acrobat, STBWeb and legal research tools to troubleshoot and resolve problems
  • Educate users and team members on software and support issues
  • Communicate clear, concise, step-by-step procedures to users
  • Escalate Firm-wide system problems according to Department guidelines
  • Create a call tracking ticket for every issue handled, including all relevant information in a concise manner when escalating user problems to 3rd level support
  • Prioritize issues based on urgency and according to Department guidelines
  • Follow up with users to ensure issues have been satisfactorily resolved
  • Document troubleshooting steps to share with User Support and others as appropriate
  • Make suggestions for departmental technical procedures and troubleshooting knowledgebase
  • Troubleshoot with vendor support to resolve technical issues
  • Understand all methods of accessing the Firm’s systems remotely; effectively troubleshoot user remote access problems, e.g. Citrix, VPN
  • Configure, test, troubleshoot smartphones and other devices for domestic and international use ensuring that secured and adequate connectivity is available at the traveler’s destination
  • Assist with laptop imaging and configuration, wipe devices according to Department guidelines and restore laptop to original configuration upon return
  • Troubleshoot and resolve basic telephone equipment problems
  • Perform other duties as assigned

Required Skills
  • 2 to 4 years of relevant experience required
  • Ability to present information effectively verbally and in writing
  • Ability to communicate step-by-step procedures to users in a clear and concise manner
  • Basic math skills: addition, subtraction, multiplication, division
  • Working knowledge of Windows 10, iManage, MS Office, document comparison software (i.e. ChangePro), Diaries System, SharePoint, telephone support, smartphones, tablets and laptops
  • Ability to effectively prioritize and plan work to meet deadlines in high pressure environment
  • Strong attention to detail, analytical and problem solving skills
  • Strong customer service skills
  • Ability to master functionality of new Firm applications quickly and effectively

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