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Job Description
- Req#: 25-19450
- 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
- High School diploma or GED equivalent required
- Technical skill coursework preferred
- 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
Help Desk/Law Firm/O365
Required Location: Remote in Tristate
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