Legal Staff Information Technology in New York City, NY

Law Firm

New York City, NY

Legal Staff Information Technology in New York City, NY

Legal Staff

1-2 yrs required

No

Job Title: Senior Regional Technical Support Specialist

Job Responsibilities:
- Serve as the on-site point of contact for various departments including TSC, PC Maintenance, Lan/Wan, Telecom and Network Services, and A/V departments.
- Provide Level I and II technical support for desktop operating systems (Windows 10), computer hardware, printers, and related peripherals.
- Offer Level I and II technical support for Microsoft O365, NetDocuments, and other standard law firm applications.
- Handle the movement, configuration, installation, and testing of hardware to ensure the functionality of desktop computers, check-out laptops, printers, scanners, and other peripherals.
- Perform basic Network Tech duties, including backup duties, installation, verification, and removal of jack-to-hub connections; troubleshoot computer ID, DNS, WINS, IP, and proxy server settings; and troubleshoot and replace physical network components such as cables, network interface cards, switches, and routers.
- Assist in administering regional print servers, including printer-related setup and configuration.
- Configure, deploy, reimage, and troubleshoot a variety of software using Ghost and MECM.
- Configure, deploy, and troubleshoot mobile devices including iPhones, iPads, and Android devices, install and configure MobileIron MDM client and RSA tokens, enroll devices in InTune, and install and troubleshoot Microsoft Authenticator.
- Install, configure, and provide Level I and II troubleshooting on remote connection devices and services including Cisco VPN, Global Protect VPN, and Exchange Web Services.
- Organize and maintain the server room, ensuring clear access inventory, proper cabling, and adherence to the firm's wiring protocol.
- Install Cisco IP Phones and provide first-level support and configuration.
- Understand and apply firm-wide escalation rules, procedures, and staffing for support incidents.
- Maintain accurate inventory/asset control for all equipment and accessories.
- Log support incidents and user requests in the HEAT tracking system, track unresolved issues, and ensure final resolution.
- Adapt standard operating system and software configurations to changing hardware specifications, research and test new operating system drivers and patches, and create automated installation routines.
- Perform periodic hardware and operating system maintenance checks and repairs, including reimaging of machines.
- Handle the movement, packing, and shipping of computers, printers, and peripherals to local, regional, remote, and client locations, and dispose of equipment in a timely, efficient, and cost-effective manner, consistent with department practice and firm policy.
- Collaborate with peers and supervisors to develop recommendations for streamlining procedures, standardizing hardware and software configurations, improving training and user communications, and reducing the volume and difficulty of support incidents.
- Assist in implementing software and hardware projects, pilot tests, and roll-outs.
- Maintain department standards for attendance, coverage, customer service attitude, and the volume and effectiveness of problem resolution.
- Keep current technical skills by taking assigned training courses and obtaining certifications when requested.
- Set up fixed room video and audio conferencing equipment, facilitate client visits, and troubleshoot desktop video conferencing.
- May be requested to perform other duties, including travel to other offices.

Education and Experience Information:
- High School diploma or . equivalent and at least 1 year of advanced coursework or vocational training in computer systems or other technical discipline, or two years of experience as a computer "power user."
- At least 1 year of experience supporting Windows 10 and Microsoft Office Suite or be an MCSE with strong knowledge of both hardware and software setups. A+ hardware and software is desirable.
- Preferred: At least 2 years of experience supporting Windows 10 operating system, Intel-based computers, familiarity with Mac OS, Android and iOS, Microsoft Office Suite 2016 and O365, or be an MCSE with strong knowledge of both hardware and software setups. A+ hardware and software is desirable.
- Experience supporting Lenovo laptops and desktops, and planning, setup, and troubleshooting of fixed room video conference meetings using Cisco Tanberg endpoints.
- At least 2 years of experience in a law firm or other professional service organization.

Salary Information:
- The pay range for this position in New York City is to per hour.
- This range represents the firm's good faith estimate of likely compensation at the time of posting. Actual pay will be dependent upon factors including the candidate’s experience, qualifications, skills, and location, and may fall outside of the range indicated.

Additional Information:
- The firm offers opportunities for advancement within a collaborative and dynamic environment, with competitive pay and excellent benefits.
- Benefits include comprehensive medical insurance, dental and vision insurance, 401(k) retirement savings plan with firm contribution, life insurance, disability insurance, paid time off, parental leave, bonuses, adoption assistance, education and college advising program, wellbeing programs, and more.
- The firm values a friendly, cooperative culture and has received external recognition for its welcoming workplace.
- Reasonable accommodations are available for disabilities, religious beliefs, menopause, pregnancy, or lactation-related needs.