Description/Job Summary

Responsibilities/Duties

• Diagnose individual and Firm-wide problems accurately, distinguishing between software, hardware and/or network issues
• Apply expert knowledge of "STB applications", such as MS Windows 10, Outlook, MS Office, Worksite, Diaries, IE, Citrix, Acrobat, STBWeb and legal research tools to troubleshoot and resolve problems
• Educate users and team members on software and support issues
• Communicate clear, concise, step-by-step procedures to users
• Escalate Firm-wide system problems according to Department guidelines
• Create a call tracking ticket for every issue handled, including all relevant information in a concise manner when escalating user problems to 3rd level support
• Prioritize issues based on urgency and according to Department guidelines
• Follow up with users to ensure issues have been satisfactorily resolved
• Document troubleshooting steps to share with User Support and others as appropriate
• Make suggestions for departmental technical procedures and troubleshooting knowledgebase
• Troubleshoot with vendor support to resolve technical issues
• Understand all methods of accessing the Firm's systems remotely; effectively troubleshoot user remote access problems, e.g. Citrix, VPN
• Configure, test, troubleshoot smartphones and other devices for domestic and international use ensuring that secured and adequate connectivity is available at the traveler's destination
• Assist with laptop imaging and configuration, wipe devices according to Department guidelines and restore laptop to original configuration upon return
• Troubleshoot and resolve basic telephone equipment problems
• Perform other duties as assigned

Required Experience

• 2 to 4 years of relevant experience required
• Ability to present information effectively verbally and in writing
• Ability to communicate step-by-step procedures to users in a clear and concise manner
• Basic math skills: addition, subtraction, multiplication, division
• Working knowledge of Windows 10, iManage, MS Office, document comparison software (i.e. ChangePro), Diaries System, SharePoint, telephone support, smartphones, tablets and laptops
• Ability to effectively prioritize and plan work to meet deadlines in high pressure environment
• Strong attention to detail, analytical and problem solving skills
• Strong customer service skills
• Ability to master functionality of new Firm applications quickly and effectively

Required Education

• High School diploma or GED equivalent required

Preferred Education

• Technical skill coursework preferred