Is Support Technician

Profile

IS Support Technician

The candidate will report to the Desktop, Applications and Mobile Support Manager. Provide support for all Firm related mobile and desktop hardware and software. Track all incidents and service requests in Help Desk ITSM system. Maintain detailed and accurate notes on all incidents, this includes but is not limited to symptoms, error message and troubleshooting steps taken. Maintain ownership of all incidents through resolution including regular follow-up with escalation groups and customer. Use of the tools and knowledge available to effectively troubleshoot and resolve issues. Escalate incidents and problems you are unable to resolve to the appropriate support/engineering teams. Adhere to all Firm defined operation level agreements, procedures and policies. Contribute to Help Desk ITSM Knowledgebase. Facilitate project related tasks to completion. Actively engage in testing software and hardware updates, patches, and new applications etc. to ensure that stable, useable high quality product is delivered to the end user. Document and report testing results in accordance with the Department procedures. Develop and maintain expert knowledge in the Firm supported end user applications and hardware. Develop and maintain superior customer service and incident management skills. Assume additional responsibilities as requested. Bachelor’s degree with a strong academic record in technology related field or 1-2 years of experience in an Information Systems (IS) Help Desk Technician role is required. Understanding of desktop hardware and peripherals, (PCs, laptops, printers, scanners, smartphones and tablets) is required. Working knowledge of Windows, Apple iOS, Microsoft Office, Adobe Acrobat, Wireless is required. Should preferably have any related IT certifications.

Company info

Hughes Hubbard & Reed LLP.
1 Battery Park Plaza
New York
New York
United States 10004
Website : https://www.hugheshubbard.com/