USER SUPPORT TECHNOLOGIST

One of the top international law firms, is seeking to hire a User Support Technologist to work in their New York office.  Please read below for the job specifications.

 

Position:  User Support Technologist

Department:  Information Technology, New York

Reports to: Technical Services Manager

Status:  Non-Exempt

 

Primary RESPONSIBILITIES AND Duties:

Specific responsibilities include, but are not limited to:

1.  Providing computer and telecommunications systems training for new employees through orientation and one-on-one sessions. Computer training is to include  PC and LAN basics, Electronic Mail, Word Processing, Document Management, and Time Entry software, and any other general use applications offered by the firm. Telecommunications training is to include use of the Firm?s phone and voice mail systems, including commonly used features and firm specific capabilities.

2.  Conducting training sessions on new and already existing applications as needed. Maintaining class schedules and managing requests for training.

3.  Answering New York Help Desk calls in a prompt, courteous and professional manner when not performing training related activities.

4.  Entering all Help Desk calls received into the User Support database for purposes of tracking and identifying patterns that may indicate either system problems, a deficiency in training, or other user issues.

5.  Escalating trouble calls, when necessary, to the appropriate level resource, or the Technical Services Manager.

6.  Following up on closed trouble calls to ensure the user is functioning effectively.

7.  Providing written documentation of hardware/software application problems for analysis and reporting.

8.  Developing and maintaining advanced knowledge of all aspects of the software  applications and systems supported by the Firm.

9.  Making recommendations for improving computer systems and solving problems in the New York offices.

10. Assisting with network maintenance projects in the New York offices.

11. Assisting with system emergencies (like power outages) that require system shutdown, rebooting, etc.

12. Assisting clients and other visitors to the office with laptop access / printer installations in conference rooms, etc.

 



REQUIRED SKILLS:

This position requires excellent verbal communication, organizational, and problem solving skills. Experience with the following is desired:

 

?  Windows 2000, Windows XP

?  Exchange 5.5 and 2000

?  Microsoft Word, Excel, Outlook

?  Documentation Management, Time Entry software

?  Meridian phone and voice mail systems

 

 

EDUCATION, CERTIFICATIONS AND/OR EXPERIENCE:

A College Degree is preferred.  Experience can substitute for a degree.  Four years IT experience required, including training and help desk and/or desktop support. Major law firm experience preferred.

 

SALARY: 65K 



 

OFFICE HOURS (include lunch hours):

?  10:00 AM to 6:00 PM

 

Please send resumes to