Job Description
Insight Global is seeking a Computer Support Specialist to join our client's team at a global law firm headquartered in New York City. This will be a hybrid role requiring office presence 3x per week in Midtown East. The Computer Support Specialist provides technology support to all users in the firm. Typical responsibilities will include the below:
-Respond to, research, and resolve user inquiries for first- and second-level support received via telephone, e-mail, or walk-in, in a timely and efficient manner
-Maintain effective communication and follow-up with assigned floors
-Interface and maintain effective communication with other Support, Training, and Information Systems staff
-Escalate problems to appropriate individual(s) based on established guidelines and procedures
-Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to users
-Attend Computer Support Weekly Education Sessions, and provide presentations as needed for specific topics
-Attend ongoing training programs to keep technical skills sharp
-Take ownership and follow up on tickets escalated to other groups to ensure resolution and user satisfaction
-Recommend improved Support methods aimed at increasing Support's efficiency and productivity
-Participate in software and hardware rollouts/upgrades including planning, testing, scheduling, pilot testing, solicitation of user feedback and compilation of same, training, support, monitoring, etc.
-Demonstrate willingness to cover extended hours and overtime on holidays, weekends or after regular business hours when coverage is needed
-Write instructional documentation associated with the firm's technology
-Provide weekly activity report to Manager of Computer Support
Required Skills & Experience
-Associate's degree or higher
-3-5+ years of technical support experience
-Experience at a law firm or professional services organization
-Experience with Microsoft Office, Zoom, iOS troubleshooting
-Understanding of document management tools (iManage, eDoc, etc.)
-Experience with troubleshooting hardware with Lenovo/Dell/HP/desktops & laptops, printers
-VPN experience (Global Protect) and remote access experience (Citrix)
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.