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Technical Support Specialist

New York, NY

  • 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
  • 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: 
  • 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

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