Job DescriptionJob Description We are seeking a customer-focused IT Support Desk Specialist to provide superb technical support and delight our end users in a fast-paced environment. Principal responsibilities include providing telephone support for the firm's PCs, phone system, application suites, and printers. IT Support Desk Analysts also provide management and oversight for onboarding/offboarding processes, internal communications, system availability, and a host of additional services. Prior experience in a legal environment is helpful but not necessary. On-the-job training is provided. Qualifications A strong customer service mindset with attention to detail required Must learn on the job all details necessary to address all desktop support issues, and develop knowledge of the firm’s software applications and IT Support Desk tools such as the ticketing system and remote access software Ability to communicate clearly and succinctly, and be effective in relating technical subject matter to all levels of staff and end users Effectively take ownership of IT projects as directed Interact constructively with technical staff, managers, legal, secretarial and administrative staff in the firm Desired skills include Active Directory, Outlook, Exchange, eDocs, iManage, Windows 10, Tracking Systems, MS Office 2013, RSA SecurID, MobileIron, iPhone, iPad , Android, Remote Access Software, VPN, Innova, Nuance, Citrix and Mac applications/OS Ability to act with a high degree of professionalism, be a self–starter, and demonstrate above-average communication skills Responsibilities Effectively communicate in a professional manner with all levels of attorneys and staff Responds to requests from IT customers, courteously assists and resolves issues as quickly as possible Create a ticketing system entry for all reported issues for tracking and recordkeeping Works closely with Desktop Analysts to troubleshoot desktop issues, helps to resolve the problem at once, and escalates unresolved issues to appropriate IT staff immediately Becomes familiar with troubleshooting procedures for Windows applications, DM5, Citrix, Innova, and other applications Familiar with troubleshooting printer problems Work on special projects as required by IT management Provides assistance to Senior Telecom Analyst as necessary to install and troubleshoot phones and wireless devices