Desktop Support Technician

Please send resume in WORD format should you be interested in the following Desktop Support Technician position in NYC. This is a full-time, direct-hire position with a salary between 95-115K plus awesome benefits. If youre not interested, please pass along to your colleagues as we do pay referral fees.

Job Title: Desktop Support Technician

Location: NYC

Salary: 95-115K

OT Eligible: YES

Work Environment: 100% onsite

Daily hours: 9:30 5:30

Bachelor degree: PREFERRED

Essential Duties and Responsibilitiesinclude the below:

• This position requires ongoing flexibility with regard to working overtime and work hours
• Manage workflow by inputting accurate problem description and resolution data in incident management system for all calls received.
• Field escalated tickets from phone support Level 1 team.
• Visit user offices to troubleshoot issues directly as required.
• Run scheduled system tests and performs requested change control testing.
• Assess and troubleshoot email delivery issues using ProofPoint console.
• Manage mobile phone and MiFi issues and administration as needed.
• Some offsite litigation-on-location setups and partner home visits may be required.
• Participate in assigned training programs.
• Strong technical writing skills and experience with drafting documentation SOP and scripts.
• Coverage of other shifts required (overtime and/or shift change) including overnight and/or weekends.
• Daily overtime may be required.

Required:

• Helpdesk experience, preferably in a law firm environment.
• Excellent communication (verbal and written) and customer service skills.
• Extensive knowledge of the Windows OS 10/11 system and Microsoft Office O365.
• Experience with document management systems (preferably NetDocs).
• Troubleshooting remote access problems (RSA Administration, VPN, Citrix).
• Experience with Active Directory Administration and Entra Administration.
• Mobile device support (Firm iPhones, BlackBerry Work for Enterprise, InTune)
• Troubleshoot basic networking issues, knowledge of IP, basic server administration.
• Troubleshoot basic hardware and cabling issues.
• Ability to handle a high-pressure environment.
• Ability to prioritize urgent requests and multitask.
• Some experience in Network operations. (Preferred)
• Experience in an ACD (automated call distribution) environment. (Preferred)