Technology Support Specialist

Morgan Lewis•New York, NY

1d•$67,400 - $107,825•Onsite

About The Position

Morgan, Lewis & Bockius LLP is seeking a Technology Support Specialist I to support computer and audiovisual hardware of a basic to moderate nature, helping ensure end-user productivity and efficiency. Reporting to the Senior IT Manager, the specialist uses basic troubleshooting techniques to provide timely and accurate resolutions to hardware-related and some software-related issues. The role acts as a liaison between IT hardware engineers, including the Help Desk, and end users. This position is based in the firm’s New York office and follows a daily schedule of 9:00 a.m. to 5:30 p.m. EST. The compensation package may include medical, financial, and other benefits, including 401(k) eligibility and paid time off such as vacation, sick time, and parental leave. Benefits depend on the position offered, with plan details provided to candidates who receive an offer.

Requirements

Associate’s degree (A.A.) in a related field and at least one year of experience in hardware and basic software support at a professional services organization, or an equivalent combination of experience and education.
Strong customer service orientation, technical skills, and interpersonal skills.
Working knowledge of office productivity software, the Microsoft operating system, and/or audiovisual technologies.

Responsibilities

Respond to end-user hardware requests and take restorative actions to resolve problems.
Log requests, issues, and resolutions accurately.
Escalate critical issues to local team members or Firm IT for level-3 support.
Research and locate tools and processes to identify and prevent developing technical trends.
Respond when standard procedures fail during hardware installations or upgrades.
Participate in software pre-pilots, pilots, and roll-outs, including testing and documentation.
Provide status reports and communicate with the manager.
Support audiovisual and video conferencing systems and meetings.
Unpack, set up, test, and install equipment received by the local office.
Track equipment type, location, and allocation.
Conduct initial diagnoses of reported hardware errors and determine their nature, possible cause, and recommended response.
Perform maintenance or recovery procedures to correct hardware errors where possible.
Contact third-party maintenance personnel when diagnosed hardware errors cannot be resolved in-house.
Perform standard preventive maintenance on specified equipment.