Specialist Computer Support

Profile

Specialist, Computer Support

The candidate will respond to, research and resolve user inquiries for first- and second-level support received via telephone. E-mail or walk-in, in a timely and efficient manner. Maintain effective communication and follow-up with, assigned floors, interface and maintain effective communication with. other support, training, and information systems staff. Escalate problems to appropriate individual(s) based on established guidelines and procedures. Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to users. Attend Computer Support weekly Education Sessions, and provide presentations as needed for specific topics. Attend ongoing training programs to keep technical skills sharp. Take ownership and follow up on tickets escalated to other groups to ensure resolution and user satisfaction. Recommend improved Support methods aimed at increasing Support's efficiency and productivity. Participate in software and hardware rollouts/upgrades including planning, testing, scheduling, pilot testing, solicitation of user feedback and compilation of same, training, support, monitoring, etc. Demonstrate willingness to cover extended hours and overtime on holidays, weekends or after regular business hours when coverage is needed. Write instructional documentation associated with the firm's technology. Provide weekly activity report to Manager, Computer. Should have Bachelor’s degree. Should preferably have 3 years of Support experience in a large law firm or professional services environment. Remote office location support experience is a plus. Strong analytic, as well as outstanding customer service skills, are required. Excellent written and verbal communication skills are needed. Strong technical skills in Microsoft Office 2016 and Outlook 2016, Windows 10, Ivanti SM, MS Edge, Adobe Acrobat, Mobile Iron, iOS devices, Accellion ChangePro, DocXTools, Citrix. Duo Mobile, iManage DeskSite, Webex, Lenovo laptops, Dell desktops and laptops, and printers are needed.

Additional Information

Req ID: 52813388v1

Company info

Davis Polk & Wardwell LLP.
450 Lexington Avenue
New York
New York
United States 10017
Website : http://www.davispolk.com