Site Support Specialist

The Intersect Group New York, NY $53,000 - $75,000

Full Time Mid Level 4+ years

Posted 3 weeks ago

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About This Role

This role is responsible for providing white glove deskside and remote support for IT issues, including hardware, software, and mobile devices, ensuring high levels of customer satisfaction and efficient problem resolution in a legal services environment.

Responsibilities

Provide White Glove Service (deskside and remotely) and practice contact ownership from acknowledgement to closure.
Document problem description and resolutions using ITSM system.
Participate in ticket creation, escalation, and follow-up.
Provide Telephone Administration, Setup, and support.
Provide Mobile Device Setup and Support.
Troubleshoot network connectivity from desktop and laptop computers.
Perform Hardware Installation, Repair, and Support, including printers, conference room and A/V equipment, wireless access points and server room equipment.
Conduct Imaging, Deployment, and Support for desktop, laptops, and peripherals, including user profiling provisioning.
Perform Windows OS and Application Software Installation, repair, and support.
Provide 1st and 2nd level tier support for attorney's staff.
Participate in occasional after hours support or firm-wide projects requiring travel or support.

Requirements

Self-starter and problem solver
Comfortable being the sole IT person in the office
Strong customer service and communication skills (face-to-face, phone, and email)
Working knowledge of Dell and Lenovo Laptops and desktops
Working knowledge of Microsoft Windows OS
Working knowledge of Microsoft Office Suite
Working knowledge of Document Management System
Working knowledge of Mobile Devices
Working knowledge of enterprise network
4+ years of experience in a technical support role