IS Support Technician
Principal Duties and Responsibilities Provide 1st level phone when available or when requested by the Service Delivery Coordinator. Provided 2nd level support for all Firm related mobile and desktop hardware and software. Escalate incidents and problems you are unable to resolve to the appropriate 3rd level supportengineering teams. Adhere to all Firm defined operation level agreements, procedures and policies. Contribute to Help Desk ITSM Knowledgebase. Track all incidents and service requests in Help Desk ITSM system. Maintain detailed and accurate notes on all incidents, this includes but is not limited to symptoms, error message and troubleshooting steps taken. Maintain ownership of all incidents through resolution including regular follow-up with escalation groups and customer. Use of the tools and knowledge available to effectively troubleshoot and resolve issues. Facilitate project related tasks to completion. This role will be part of the team responsible for quality control related testing of desktop and mobile environments. Actively engage in testing software and hardware updates, patches, and new applications etc to ensure that stable, useable high quality product is delivered to the end user. Document and report testing results in accordance with the Department procedures. Develop and maintain expert knowledge in the Firm supported end user applications and hardware. Develop and maintain superior customer service and incident management skills. Assume additional responsibilities as requested. Position Specific Skills and Requirements Working knowledge of computer technologies and software including but not limited to Windows, Apple OSX, Apple iOS, Microsoft Office, Adobe Acrobat, Bomgar, RSA, Citrix VDI, Citrix VPN, Printer Management, Wireless Networking. Experience supporting Legal Industry specific applications is preferred examples of applications include but not limited to DMS System (Autonomy-Interwoven FileSiteDeskSite), Innova,, Workshare Compare. Preference will be given to candidates with any or all of the following certifications Help Desk Certification, Microsoft MOUS Certification, MTA or MCSA. 2 - 3 years of experience in an Information Systems (IS) Help Desk Technician role. Experience using, incident management systems in a heavy call volume environment. Solid knowledge of other products including desktop hardware and peripherals, phones, AV equipment (PCs, laptops, printers, scanners, smartphones and tablets). IT Service Management Methodology knowledge. Education and General Requirements Ability to meet deadlines and effectively complete operational and project based assignments. Ability to communicate effectively, in person and in writing, with Firm personnel at all levels and outside parties as necessary. Preference will be given to candidates with a Bachelorrsquos degree with a strong academic record. Attributes expected of all candidates include responsibility, honesty, reliability, initiative, patience, attention to detail, determination, taking pride in onersquos work, and a desire to learn. Interpersonal skills necessary to interact and work productively as part of the Information Systems team, delivering high quality services to the Firm and our clients. Ability to work independently. Attendance Requirements On site during normal working hours and available as necessary before or after normal working hours to work at the Firm, over the telephone, or at off-site meetings, in order to meet the demands of the job and the needs of the Firm. Flexible work hours in the case of an emergency andor last minute coverage needs including some holiday coverage. Expected to carry a wireless email device and respond when necessary.