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Computer Support Specialist

New York, NY

The Computer Support Specialist provides technology support to all users in the firm.

  • Respond to, research and resolve user inquiries for first and second-level support received via telephone, e-mail or walk-in, in a timely and efficient manner
  • Maintain effective communication and follow-up with assigned floors
  • Interface and maintain effective communication with other Support, Training, and Information Systems staff
  • Escalate problems to appropriate individual(s) based on established guidelines and procedures
  • Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to users
  • Attend Computer Support weekly Education Sessions, and provide presentations as needed for specific topics
  • Attend ongoing training programs to keep technical skills sharp
  • Take ownership and follow up on tickets escalated to other groups to ensure resolution and user satisfaction
  • Recommend improved Support methods aimed at increasing Support's efficiency and productivity
  • Participate in software and hardware rollouts/upgrades including planning, testing, scheduling, pilot testing, solicitation of user feedback and compilation of same, training, support, monitoring, etc.
  • Demonstrate willingness to cover extended hours and  overtime on holidays, weekends or after regular business hours when coverage is needed
  • Write instructional documentation associated with the firm's technology
  • Provide weekly activity report to Computer Support Manager

  • Strong technical skills in Microsoft Office 2010 and Outlook 2010, Windows 7, HEAT, Internet Explorer, Adobe Acrobat, BlackBerry, iOS devices, ChangePro, DocXTools, Citrix Remote Access products, Autonomy’s iManage DeskSite, call center tracking programs, printers and laptops
  • Knowledge of Wikis and Unix is a plus
  • Cisco experience is a plus
  • Remote office location support experience is also a plus
  • Receptive and willing to cover extended hours and overtime on holidays, weekends or after regular business hours when coverage is needed
  • Strong analytic skills, outstanding customer service skills and be detail-oriented
  • Ability to manage a varied workload and meet deadlines
  • Must be able to work collaboratively with lawyers and staff, demonstrating strong teamwork and a positive attitude
  • Excellent written and verbal communication skills

Education and/or Experience
  • One to 3 years’ Support experience
  • Bachelor’s degree required, Technology degree preferred

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