IT Support Associate

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IT SUPPORT ASSOCIATE
The candidate will support all employees by providing prompt support to troubleshoot and resolve day-to-day technology issues, legal billing and document management desktop applications, custom in-house tax certiorari applications, Microsoft Office and Windows, computer hardware and peripherals, AV and conferencing room equipment. Will update, maintain and document resolutions of support tickets within the BMC Track-IT ticketing system. Work with the Director of IT on annual projects and infrastructure upgrades, as well as working with external vendors on all aspects of problem resolution for all the firm's hardware and software. Acknowledging Help Desk phone calls, emails and tickets promptly. Resolve tickets and documenting the solution in the BMC Track-IT! ticket software. Assist with resolving all issues (software, hardware, connectivity, accounts, access, general inquiries) on-site or remotely using Manage Engine Desktop Central. Assist with setting up end-user BYOD devices (mobile phones, tablets, desktops, and laptops) with corporate email, BigHand and Dragon dictation software, multi-factor authentication, remote access and Prolaw Elite mobile app. Configure and deploy new computers, create and deploy images and reconfigure computers for redistribution using ManageEngine Desktop Central. Assist with all desktop and server-based applications. Troubleshoot computers and printers and all associated peripherals. Install and troubleshoot standard and customized Departmental applications. Assist with documenting various software used by staff. Work with hardware and software vendors to further troubleshoot any issue or request for feature enhancements. Provide support in the early mornings, at night, and during the weekend as per a rotating schedule. Support equipment in conference rooms and meeting rooms. Participate in special projects such as new hardware and software deployments. Maintain asset management platform, which will serve as a database for all physical and digital technology assets. Develop and maintain technology procurement process. Discover opportunities for IT to enhance departmental workflows and processes within the department and throughout the firm. Communicate opportunities to the IT Director and drive development to meet business goals. Associate’s degree in Information Technology or Computer Science is required. Should have 2+ years of related experience in the legal industry with a High School Diploma or Equivalency. Experience in a law firm/legal industry is preferred. Concentration in Information Technology management is preferred. Proficiency in legal applications (BigHand, Estates Planning Tools, Eval, Gems, HotDocs, iManage, Prolaw, AIA Contract Documents & Best Case by Stretto) is required.

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