Please send resume in WORD format should you be interested in the following Desktop Support Technician position in NYC. This is a full-time, direct-hire position with a salary between 95-105K plus awesome benefits. If you’re not interested, please pass along to your colleagues as we do pay referral fees.
Job Title: Desktop Support Technician
Location: NYC
Salary: 95-105K
OT Eligible: YES
Work Environment: 100% onsite
Daily hours: 9:30 – 5:30
Bachelor degree: PREFERRED
Essential Duties and Responsibilities include the below:
- This position requires ongoing flexibility with regard to working overtime and work hours
- Manage workflow by inputting accurate problem description and resolution data in incident management system for all calls received.
- Field escalated tickets from phone support Level 1 team.
- Visit user offices to troubleshoot issues directly as required.
- Run scheduled system tests and performs requested change control testing.
- Assess and troubleshoot email delivery issues using ProofPoint console.
- Manage mobile phone and MiFi issues and administration as needed.
- Some offsite litigation-on-location setups and partner home visits may be required.
- Participate in assigned training programs.
- Strong technical writing skills and experience with drafting documentation SOP and scripts.
- Coverage of other shifts required (overtime and/or shift change) including overnight and/or weekends.
- Daily overtime may be required.
Required:
- Helpdesk experience, preferably in a law firm environment.
- Excellent communication (verbal and written) and customer service skills.
- Extensive knowledge of the Windows OS 10/11 system and Microsoft Office O365.
- Experience with document management systems (preferably NetDocs).
- Troubleshooting remote access problems (RSA Administration, VPN, Citrix).
- Experience with Active Directory Administration and Entra Administration.
- Mobile device support (Firm iPhones, BlackBerry Work for Enterprise, InTune)
- Troubleshoot basic networking issues, knowledge of IP, basic server administration.
- Troubleshoot basic hardware and cabling issues.
- Ability to handle a high-pressure environment.
- Ability to prioritize urgent requests and multitask.
- Some experience in Network operations. (Preferred)
- Experience in an ACD (automated call distribution) environment. (Preferred)
