Specialist, Computer Support
About The Position
The Specialist, Computer Support provides technological support to all users at Davis Polk & Wardwell LLP. The position responds to user inquiries, resolves technical issues, coordinates with other support and information systems staff, and helps ensure that escalated tickets are resolved and users are satisfied. The Specialist also participates in software and hardware rollouts and upgrades, including planning, testing, scheduling, and pilot testing, and maintains current technical knowledge through education and training sessions. The role may require extended hours or overtime on holidays, weekends, or outside regular business hours when coverage is needed.
Requirements
- Strong technical skills in Microsoft Office 365, Windows 10, Adobe Acrobat, MobileIron, iOS devices, ChangePro, Citrix, Duo Mobile, iManage, Lenovo laptops, HP desktops, and printers.
- Strong analytical skills, outstanding customer service skills, and attention to detail.
- A disciplined, resourceful, reliable, and trustworthy self-starter.
- Ability to manage a varied workload and meet deadlines.
- Ability to work collaboratively with lawyers and staff, demonstrating strong teamwork and a positive attitude.
- Excellent written and verbal communication skills.
- Two to three years of support experience in a large law firm or professional services environment.
Nice To Haves
- Remote office location support experience.
- Bachelor’s degree preferred.
Responsibilities
- Respond to, research, and resolve first- and second-level user inquiries received by telephone, email, or walk-in in a timely and efficient manner.
- Maintain effective communication with users and with Support, Training, and Information Systems staff.
- Refer users’ problems to appropriate individuals according to established guidelines and procedures.
- Maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions.
- Attend weekly Computer Support education and technical sessions and ongoing training programs.
- Take ownership of and follow up on tickets escalated to other groups to ensure resolution and user satisfaction.
- Participate in software and hardware rollouts and upgrades, including planning, testing, scheduling, and pilot testing.
- Provide coverage during extended hours and overtime on holidays, weekends, or outside regular business hours when needed.
Benefits
- Competitive salary and comprehensive benefits package.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
