Specialist, Computer Support (Weekend)

Davis Polk & Wardwell LLP•New York, NY

1d•$70,000 - $95,000

About The Position

The Specialist, Computer Support provides technology support to all users at Davis Polk & Wardwell LLP. The role responds to and resolves first- and second-level user inquiries, coordinates with other support and information systems teams, and helps maintain users’ technology services and satisfaction. It also participates in software and hardware rollouts and upgrades, creates instructional documentation, and provides weekly activity reports to the Manager, Computer Support. The schedule is Fridays from 8:30 a.m. to 9:00 p.m., and Saturdays and Sundays from 9:00 a.m. to 5:00 p.m. The position may also require extended hours and overtime on holidays or outside regular business hours when coverage is needed.

Requirements

Strong technical skills with Microsoft Office O365 and Outlook O365, Windows 11, ServiceNow, MS Edge, Adobe Acrobat, Intune, iOS devices, ChangePro, DocXTools, Citrix, Duo Mobile, iManage DeskSite Work 10, Zoom, Lenovo laptops, Dell desktops and laptops, and printers.
Strong analytical skills, outstanding customer service skills, and attention to detail.
Ability to manage a varied workload and meet deadlines.
Ability to work collaboratively with lawyers and staff, demonstrating teamwork and a positive attitude.
Excellent written and verbal communication skills.
Receptiveness and willingness to cover extended hours and overtime on holidays or after regular business hours when coverage is needed.
2–3 years of support experience in a large law firm or professional services environment.

Nice To Haves

Remote office location support experience.
Bachelor’s degree.

Responsibilities

Respond to, research, and resolve first- and second-level user inquiries received by telephone, email, or walk-in.
Maintain effective communication and follow-up with assigned floors.
Communicate and coordinate with Support, Training, and Information Systems staff.
Escalate problems according to established guidelines and procedures.
Maintain current knowledge of relevant products and support policies to provide accurate technical solutions.
Attend weekly Computer Support education sessions, provide presentations on specific topics as needed, and attend ongoing training.
Follow up on tickets escalated to other groups to ensure resolution and user satisfaction.
Recommend support methods that improve efficiency and productivity.
Participate in software and hardware rollouts and upgrades, including planning, testing, scheduling, pilot testing, gathering user feedback, training, support, and monitoring.
Provide coverage during extended hours, holidays, or outside regular business hours when needed.
Write instructional documentation related to the firm’s technology.
Provide a weekly activity report to the Manager, Computer Support.