Specialist, Computer Support

Davis Polk & Wardwell LLP•New York, NY

21h•Onsite

About The Position

Davis Polk & Wardwell LLP is an elite global law firm with world-class practices across the board, with more than 1,000 lawyers in key financial centers and political capitals. The firm is known for delivering exceptional service, sophisticated advice, and creative, practical solutions for challenging legal and business matters. The Specialist, Computer Support provides technological support to all users within the firm. This role is part of a unique community of highly motivated individuals who work creatively and collaboratively to solve problems, shape strategy, and deliver high-quality results. As a business professional, the individual will collaborate with colleagues across Business Services and with lawyers to achieve high-impact results for the firm and its clients.

Requirements

Strong technical skills in Microsoft Office 365 Windows 10, Adobe Acrobat, Mobile Iron, iOS devices, ChangePro, Citrix, Duo Mobile, iManage, Lenovo laptops, HP desktops and printers.
Receptive and willing to cover extended hours and overtime on holidays, weekends or after regular business hours when coverage is needed.
Strong analytic skills, outstanding customer service skills and be detail-oriented.
A disciplined self-starter who is resourceful, reliable and trustworthy is needed.
Ability to manage a varied workload and meet deadlines.
Must be able to work collaboratively with lawyers and staff, demonstrating strong teamwork and a positive attitude.
Strong team player a must.
Excellent written and verbal communication skills.
Bachelor’s degree required.
2-3 years Support experience in a large law firm or professional services environment.

Nice To Haves

Remote office location support experience a plus.

Responsibilities

Respond to, research, and resolve user inquiries for first- and second-level support received via telephone, e-mail, or walk-in, in a timely and efficient manner.
Maintain effective communication.
Interface and maintain effective communication with other Support, Training, and Information Systems staff.
Champion users’ problems to appropriate individual(s) based on established guidelines and procedures.
Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to users.
Attend Computer Support Weekly Education and Technical Sessions to stay apprised of all technical changes.
Attend ongoing training programs to keep technical skills sharp.
Take ownership and follow up on tickets escalated to other groups to ensure resolution and user satisfaction.
Participate in software and hardware rollouts/upgrades including planning, testing, scheduling, pilot testing.
Demonstrate willingness to cover extended hours and overtime on holidays, weekends or after regular business hours when coverage is needed.