Desktop Support Technician

Please send resume in WORD format should you be interested in the following Desktop Support Technician position in NYC. This is a full-time, direct-hire position with a salary between 95-115K plus awesome benefits. If you’re not interested, please pass along to your colleagues as we do pay referral fees.

Job Title: Desktop Support Technician

Location: NYC

Salary: 95-115K

OT Eligible: YES

Work Environment: 100% onsite

Daily hours: 9:30 – 5:30

Bachelor degree: PREFERRED

Essential Duties and Responsibilities include the below:

This position requires ongoing flexibility with regard to working overtime and work hours

Manage workflow by inputting accurate problem description and resolution data in incident management system for all calls received.

Field escalated tickets from phone support Level 1 team.

Visit user offices to troubleshoot issues directly as required.

Run scheduled system tests and performs requested change control testing.

Assess and troubleshoot email delivery issues using ProofPoint console.

Manage mobile phone and MiFi issues and administration as needed.

Some offsite litigation-on-location setups and partner home visits may be required.

Participate in assigned training programs.

Strong technical writing skills and experience with drafting documentation SOP and scripts.

Coverage of other shifts required (overtime and/or shift change) including overnight and/or weekends.

Daily overtime may be required.

Required:

Helpdesk experience, preferably in a law firm environment.

Excellent communication (verbal and written) and customer service skills.

Extensive knowledge of the Windows OS 10/11 system and Microsoft Office O365.

Experience with document management systems (preferably NetDocs).

Troubleshooting remote access problems (RSA Administration, VPN, Citrix).

Experience with Active Directory Administration and Entra Administration.

Mobile device support (Firm iPhones, BlackBerry Work for Enterprise, InTune)

Troubleshoot basic networking issues, knowledge of IP, basic server administration.

Troubleshoot basic hardware and cabling issues.

Ability to handle a high-pressure environment.

Ability to prioritize urgent requests and multitask.

Some experience in Network operations. (Preferred)

Experience in an ACD (automated call distribution) environment. (Preferred)