Systems Analyst Supervisor - Help Desk
Law Firm Experience Required
Monday-Friday, 12pm-8pm
Location New York, NY – Midtown, Manhattan
Summary: Top-ranked multinational law firm is seeking a Systems Supervisor to serve as an integral member of the Firmwide IT Department to ensure the efficiency and success of the legal and administrative staff within the Firm.
Compensation: Base salary to $120,000, plus paid overtime, bonus and comprehensive benefits (including, medical, dental, vision and 401K). Exceptional work environment ideal to all and transportation in one of New York's most recognized addresses.
Responsibilities:
- Establish schedules, set priorities and provide guidance and support to help desk staff
- Provide coaching to team members on performance, operational procedures and techniques for troubleshooting various technologies
- Complete employee performance evaluations and recommend various salary actions
- Ensure that IT Help Desk services are being operated in an efficient manner across the Firm
- Manage help desk ticket requests using Service Now and make sure that each is responded to promptly
- Act as a representative of the IT Help desk when responding to assistance requests
- Troubleshoot, identify, and research IT issues and interface with staff via telephone or in person
- Monitor active and resolved IT support issues/tickets and check for whether they need to be escalated to a higher level support staff and create or update articles through Knowledge Base to act as a resource for other IT staff members
- Install updates on software throughout the Firm when needed
- Manage hardware/software inventory
- Provide back up Help Desk support to administrative and legal staff whenever needed
Requirements:
- Bachelor's Degree required
- 5+ years experience providing telephone-based IT support and/or desk-side technical support
- Supervisory experience is a must as well as experience working in a Law Firm
- Microsoft Office application suite exposure, as well as iManage, Payne, Workshare, DocXtools, SMS, Micorsystems, Litera
- Strong knowledge of PC systems and MAC systems (desktop and laptop), as well as wireless devices and printer hardware
- Previous experience supporting mobile devices or with Mobile Device Management platforms (Airwatch)
- Previous experience with entering and tracking tickets in an incident management system (Service Now)
- Knowledge of VOIP technology telephone system
- Previous experience with Active Directory
- Wireless device support (Blackberry, Droid, iPhone, iPad, etc)
- Remote help desk support experience (RDP, VPN, Citrix, etc.)
- Knowledge of Video Conferencing systems
One or more of the following certifications is a plus:
- MCITP: Enterprise Desktop Support Technician on Windows
- MCITP: Enterprise Desktop Administrator on Windows 7
- MOS: Microsoft Office Specialist; Certification in Word, Excel and Outlook (version 2016) PowerPoint or Access, Network+ preferred.
- ACMT: Apple Certified Macintosh Technician
- HDI Help Desk Analyst Certification
Contact
No comments:
Post a Comment