IT Support Specialist

$70,000 - $80,000/Yr

ManpowerGroup - New York, NY

posted 4 months ago

Full-time
New York, NY
Administrative and Support Services

About the position

The Technical Support Specialist position is a full-time role based in New York, NY, offering a salary range of $70,000 to $80,000 per year. The primary responsibility of this role is to respond to incoming requests directed to the IT Help Desk through various channels including phone, email, and in-person visits. The specialist will be tasked with quickly diagnosing and resolving technical problems at the first point of contact. In cases where issues cannot be resolved immediately, the specialist will escalate calls to the next level of service to ensure timely resolution. The role requires the specialist to respond to requests for technical assistance, whether in person, via phone, email, or remotely. It is essential to identify and escalate situations that require urgent attention, redirecting problems to the appropriate resources. The specialist will also be responsible for diagnosing and resolving technical hardware and software issues, assisting end users with questions related to technical and application functionality. Following standard help desk procedures is crucial, and the specialist is encouraged to recommend changes for continuous improvement. Additionally, the specialist will participate in technology special projects and is expected to build and maintain productive and professional relationships with all firm users. Excellent customer service skills are a must, and the candidate should stay current with system information, changes, and updates. Flexibility to work outside of set hours and assist with after-hours support is also required. A positive attitude and a commitment to supporting the IT department's goals are essential for success in this role.

Responsibilities

  • Respond to requests for technical assistance in person, via phone, email, and remotely.
  • Identify and escalate situations requiring urgent attention, redirecting problems to appropriate resources.
  • Diagnose and resolve technical hardware and software issues, assisting end users with technical and application functionality questions.
  • Follow standard help desk procedures and recommend changes for continuous improvement.
  • Participate in technology special projects.
  • Build and maintain productive and professional relationships with all firm users.
  • Stay current with system information, changes, and updates.
  • Provide after-hours support as needed.

Requirements

  • Minimum of 2 years of experience in helpdesk support.
  • Strong knowledge of Microsoft desktop products including Office 365.
  • Law firm experience strongly preferred.

Nice-to-haves

  • Experience with Azure Virtual Desktop.
  • Familiarity with NetDocuments.
  • Knowledge of Aderant Sierra.
  • Experience with Zoom and MS Teams.
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