Senior Desktop Analyst

**Executive IT Support Specialist**

We have several roles available from Entry to Senior levels, each with its own hourly rate, conversion rate, and specifications detailed on our careers page.

**About the Role**

*Executive Technology Assistance Specialist - Overview*

The Executive Technology Assistance (ETA) Specialist provides support to our firm's Partners and top executives, coordinating with our international offices.

The ETA team handles user IT, software, hardware, AV, and telephone support, delivering an exceptional level of service to our local users. This role is perfect for a dedicated and diligent professional eager to deepen their IT expertise and become a key player in a technology support team.

**Responsibilities and Duties**

- Deliver prioritized IT support to executives and VIPs, ensuring fast resolutions and customized service.

- Build and maintain strong relationships with VIPs, understanding their needs to offer bespoke IT solutions.

- Provide proactive IT maintenance and support to VIPs to preempt issues and offer immediate on-site or remote assistance when required.

- Collaborate with various departments to guarantee VIPs have uninterrupted access to all tech-related services and secure handling of their sensitive information.

- Communicate with clients via email, phone, or in-person as part of the New York IT Service.

- Quickly and efficiently respond to user inquiries, troubleshooting issues related to hardware, software, network, AV, and telephony.

- Diagnose and solve technical problems with desktops, laptops, operating systems, applications, peripherals, and mobile devices.

- Escalate issues to appropriate support teams with help from the ETA Manager and ensure all escalations are resolved promptly.

- Manage support requests and keep clients updated on the status of their issues.

- Maintain precise records of all service desk interactions, including issue descriptions, troubleshooting steps, and resolutions.

- Use knowledge base articles and departmental documentation to find solutions.

- Participate in team meetings, training, and service improvement sessions both locally and globally.

- Assist in planning, scheduling, and executing computer equipment installations, imaging, upgrades, and effectively escalate user requests and problem trends as needed.

- Plan and lead training workshops to enhance skills in specific IT areas based on support call trends.

- Maintain and inventory all stock, including laptops, desktops, printers, mobile devices, and other desktop peripherals.

- Assist with the setup and removal of computer hardware and software during office moves.

- Set up, configure, and troubleshoot AV equipment for meetings, conferences, and events.

- Guide users in operating AV equipment, providing assistance and troubleshooting as needed.

- Perform any other ad-hoc duties or projects as required by the New York or global ETA management team.

- Take on additional responsibilities as necessary.

**Required Skills**

- Strong customer service skills with the ability to provide high-level service to senior management.

- Proficient in configuring, installing, and maintaining PC operating systems and related devices.

- Experience supporting mobile devices and associated software.

- Excellent hardware and PC peripheral troubleshooting abilities.

**Required Experience**

- At least 3 years of relevant IT and customer service experience.

**Preferred Experience**

- Experience working in a law firm.

- Experience with video conferencing equipment.

- Strong knowledge of MS Office Systems and Data Management systems (e.g., iManage).

This is a hybrid role. This role is to be filled outside the states of California and Colorado.

**We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, ethnic origin, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.**

#LI-CW1