IT Field Support Associate

Job Description -- The IT Field Support Associate possesses broad knowledge of the functions of their group as well as Firm procedures. He/she works on assignments requiring the use of specialized skills, analytical and/or problem solving capabilities. Is familiar with and understands concepts and terminology associated with daily responsibilities. Applies explicit rules, policies and procedures to routine decisions. For tasks that go beyond daily responsibilities, requires instruction, direction or guidance from others. Works under supervision. Operates as a contributing team member. Contributes to the daily business operations of an office(s) or region.

Primary responsibilities of this role may include:

Receives work from and responds to service center tickets, walk-in or internal help requests.
Successfully troubleshoots and resolves or escalates problems in a timely manner while following consistent, standard approaches.
Complies with standard operating procedures and checklists in delivering quality solutions and service.
Communicates with internal/external contacts on matters requiring some explanation.
Manages expectations of the customer and provides quality customer service at all times.
Documents all work, including research and resolution related to service requests, in call tracking system
Travels to other firm offices as necessary
Actively participates in training and personal career development.
May participate on/be assigned to local or cluster project teams
As role requires, may perform asset management, network support, connectivity, telecom, project management, local & cluster related work, procurement.
Other duties as assigned


Years of Experience Required
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1+

Education Required
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Four year degree in any business/ technical area or equivalent experience is preferred plus one to three years relevant work experience.

Job Requirement Essential
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Productivity, initiative, professionalism, customer service attitude, attention to detail and quality, ability to multitask, team focus, strong interpersonal skills, strong verbal and written communication skills and adherence to firm and US IT standard operating procedures.

Ability to adapt to a rapidly changing environment.

Strong skills utilizing Lotus Notes databases and Microsoft Office Suite

Understanding of technology/software relevant to team

Must be willing to work overtime as necessary for day-to-day operations and occasional weekend or after-hours coverage. May be required to carry cell phone, pager or blackberry.

Commitment to professional growth; seeks opportunities for development; looks for ways to share knowledge with others.

Experience in a professional/corporate environment or college graduate.
Experience in PC support, remote communications,local area networking, PDA's. Windows NT, 2000, XP Professional operating systems, software installation and configuration
Experience with Windows NT server operating systems and applications.
Experience with Lotus Notes, MS Office 2000, and XP Professional
Certifications such as A+, Network+, MCSE are helpful but not necessary.

Travel Required
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0-20%

Type of Position
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Full Time