Position: Helpdesk Specialist
Location: Downtown NYC (4 Days In)
Salary: $65k – $85k
Stable Downtown Law Firm seeks a Helpdesk Specialist to join their Team!
Responsibilities:
- General IT Support:
- Act as the primary contact for all IT-related issues, providing both in-person and remote support for virtual desktops, laptops, desktops, and mobile devices.
- Support critical applications such as Microsoft Office Suite, Microsoft Teams, Zoom, various document management systems, and specialized litigation support software.
- Advanced Request Management:
- Prioritize and manage user requests efficiently, ensuring timely responses and systematic follow-ups.
- Escalate complex issues to appropriate higher-level technical teams as necessary.
- Maintain detailed records of issues and resolutions to improve future troubleshooting and service delivery.
- Hardware Maintenance and Configuration:
- Conduct routine maintenance and upgrades of office hardware, including PCs, laptops, printers, scanners, and AV equipment.
- Manage asset inventory and perform hardware audits to ensure all equipment is accounted for and functioning optimally.
- Implement proactive hardware diagnostics and replacement programs to minimize downtime.
- Software Installation and Updates:
- Install, configure, and update software applications, ensuring all systems are equipped with the latest security patches and updates.
- Manage user access control and security configurations to safeguard firm data.
- Mobile Device Management:
- Oversee provisioning, support, and lifecycle management for iOS and Android devices.
- Ensure mobile device compliance with the firm’s security policies and client data protection requirements.
- User Training and Support:
- Develop and lead educational sessions focused on improving IT literacy across the firm.
- Create user guides and FAQ resources for common issues and training materials on new software or IT policies.
- Network Administration:
- Monitor network performance to ensure high availability and performance.
- Assist with network configurations, additions, and adjustments to maintain optimal service levels.
- Data Management and Security:
- Manage permissions and access to SharePoint and ensure secure file sharing practices.
- Oversee data backup processes and disaster recovery operations to prevent data loss and ensure quick recovery in case of incidents.
Qualifications:
- Minimum of 2 years of experience as an IT Helpdesk Specialist, preferably within a legal or professional services environment.
- In-depth understanding of computer systems, network technologies, and mobile devices.
- Proficiency in troubleshooting and resolving a wide range of technical issues.
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.