Technology Support Specialist

Canon Business Process Services•New York, NY

About The Position

The Technology Support Specialist provides technical support primarily to the client’s New York office and may also assist other Firm offices. The role requires broad knowledge of end-user equipment and desktop software and is approximately 20% Help Desk support and 80% deskside support. Each specialist is assigned a floor in the New York office as its primary IT support person and is expected to back up other floors as needed. The specialist provides telephone and deskside support, troubleshoots and researches technical problems, manages ServiceNow tickets and equipment records, and assists with installation, configuration, and ongoing support of computers, peripherals, software, phones, and audiovisual equipment. The role includes employee onboarding and offboarding, dedicated onboarding assistance for VIPs, peripheral distribution, user training, security support, conference-room and event support, occasional printer maintenance, and participation in special projects. White-glove support is provided to users, with priority for assigned VIPs such as Partners and Executive Team members. Off-hours and on-call support may be required on a weekly or monthly rotation depending on seniority. Additional responsibilities may arise in the Firm’s dynamic IT environment and are expected to be handled to a high standard of user satisfaction.

Requirements

High School Diploma required.
Basic knowledge and experience with MS Word, MS Outlook, NetDocuments, Litera Innova, and Windows.
Excellent client service skills with a strong emphasis on user satisfaction.
Experience using a document management system; NetDocuments is preferred.
Basic understanding of the Microsoft Office suite, Microsoft Windows 10, Adobe Acrobat, document comparison software such as Litera Change Pro or similar, and financial applications such as IntApp Time.
Ability to perform all assigned tasks.
Good organizational skills.
Ability to document work processes clearly.
Ability to perform intermittent physical activity, including reaching, prolonged sitting, bending, and lifting up to 50 pounds.
Availability for off-hours on-call support, including overnight and weekend rotations, as required.

Nice To Haves

College degree.
Technical training certifications.
Experience with Apple iOS.

Responsibilities

Provide telephone and deskside support for desktop and laptop systems distributed by the Firm’s IT department.
Troubleshoot and research problems, using resources such as the Internal Knowledgebase, ServiceNow tickets, online databases, and software help files.
Create, escalate, and close ServiceNow tickets, and maintain records of end-user equipment tracked through asset tags.
Assist with installation, configuration, and ongoing usability of laptops, peripherals, software, mobile phones, desk phones, and AV equipment, following established standards and guidelines.
Set up and remove hardware, software, and mobile devices for employee onboarding and offboarding.
Assist new employees with their first login and ensure laptops and phones are prepared according to company guidelines and standards.
Provide dedicated onboarding assistance for VIPs, including Partners and Chiefs.
Coordinate distribution of peripherals and accessories with the Help Desk, Hardware leads, Training Teams, and Practice Groups.
Ensure laptops interconnect with associated validation systems, file share and email servers, computer conferencing systems, application servers, and administrative systems.
Provide off-hours support as required, including on-call overnight and weekend support on a rotation determined by seniority.
Help secure systems and equipment, including reporting and remediating phishing and malware attacks.
Work with the AV Team to set up conference-room technology, including video and audio collaboration, and support offsite AV events when needed.
Provide occasional printer support and maintenance, including clearing print queues, checking printer connections, and confirming print and scan-to-email functionality.
Lead or assist with special projects such as conversions, moves, special-software setups, and offsite events requiring elevated IT support.
Provide white-glove support to users, prioritizing assigned VIPs such as Partners and Executive Team members, and assist VIPs offsite, including at their homes, when needed.
Train Legal Staff during onboarding and provide training on Firm applications as needed.
Serve as a subject matter expert on specific Firm applications or tools and help train other staff on them.
Provide primary IT support for an assigned New York office floor and back up other floors as needed.
Document work processes so others can understand and replicate or continue the work.
Handle additional responsibilities that arise in the dynamic IT environment to the highest level of user satisfaction.