Technology Support Specialist

Overview

This position provides technical support primarily to client's New York office but can also be called upon to assist with problems in any of the Firm's other offices. The position requires broad knowledge of all equipment and desktop software utilized by end users at the Firm. This role is responsible for approximately 20% Help Desk and 80% Deskside Support.

Responsibilities

• Provide telephone and deskside support for all desktop and laptop systems distributed by Milbank's I.T. department.
• Troubleshoot and research problems where a resolution is unknown. This may require use of the Internal Knowledgebase, review within the ticketing system (ServiceNow), searching online databases, or software help files.
• Create, escalate, and close tickets on the Helpdesk ticketing platform (ServiceNow), including maintaining records of all equipment used by end users working in and away from the office — such as laptop computers, portable monitors, and MiFi devices — tracked through asset tags.
• Assist with the installation, configuration, and ongoing usability of laptop computers, peripheral equipment, and software within established standards and guidelines, as well as mobile phones, desk phones, and AV equipment.
• On-boarding / Off-boarding: Setup and remove hardware, software, and mobile devices upon employee arrival and departure. For onboarding, assist with first login — ensuring that, in the pre-deploy phase, the laptop and phone have been set up per company guidelines and standards. Provide dedicated onboarding assistance for firm VIPs including Partners and Chiefs.
• Coordinate the distribution of peripherals — including laptops, mobile devices, and accessories — in collaboration with the Help Desk, Hardware leads, Training Teams and Practice Groups.
• Ensure laptop computers interconnect seamlessly with all systems including associated validation systems, file share servers, email servers, computer conferencing systems, application servers, and administrative systems.
• Provide off-hours support as required, particularly on-call support on overnights and weekends, on either a weekly or monthly rotation depending on seniority.
• Assist with ensuring the security of all systems and equipment, including reporting and remediating phishing and malware attacks.
• Work in conjunction with the AV Team to set up technology in conference rooms, including but not limited to video and audio collaboration. Available to support AV events offsite if needed.
• Occasional printer support and maintenance, such as clearing print queues, ensuring users are connected to their designated printers, and confirming print/scan-to-email functionality is working as expected.
• Lead or assist with special projects as they arise, such as conversions, moves, setup of special software, or offsite events that require elevated IT support.
• Provide white-glove support to all users, with priority given to assigned VIPs such as Partners and Executive Team members. Flexibility to assist VIPs offsite, including with Firm equipment at the user's home.
• Train Legal Staff during onboarding to ensure new hires can effectively use their equipment. Additionally, provide training on specific firm applications as needed.
• Serve as a Subject Matter Expert (SME) on specific firm applications or tools and assist with training other staff on those applications or tools.
• Assigned Floor Support: Each TSS will be assigned a floor in the New York office as the primary IT support person for that floor, with the expectation of backing up other floors as needed.
• We work in a high-level, dynamic IT environment; additional out-of-scope responsibilities may arise and are expected to be handled to the highest level of user satisfaction.

PHYSICAL DEMANDS 

• Intermittent physical activity including reaching, prolonged periods of sitting, bending, or lifting (up to 50lbs).

• Mental qualifications include ability to perform all tasks assigned

• Good organizational skills

• Documenting your work process – This practice involves detailing the steps and procedures you followed when working on a task so that someone else can understand and replicated/continue the work if needed on the task.

Qualifications

• A college degree and technical training certifications preferred.
• A High School Diploma required
• Must have basic knowledge and experience in MS Word, MS Outlook, NetDocuments, Litera Innova, and Windows.
• Experience with Apple iOS a plus. Excellent client service skills, with a strong emphasis on “user” satisfaction
• Experience using document management system (ideally NetDocuments)
• Experience using document management system (ideally NetDocuments)
• Basic understanding of Microsoft Office suite, Microsoft Windows 10 operating system, Adobe Acrobat, document comparison (Litera Change Pro) or similar, financial applications such as IntApp Time

What We Offer

• An opportunity to join an established team and be part of a successful and proven global organization!
• A competitive compensation program!
• Large Company Benefits: Medical/Dental/Vision/401K with a competitive company match!
• Employee discounts on Canon products & vendor discount programs for employees!
• World-Class Training & Career Development Programs!