Operations Technical Specialist

Position Summary:

This position provides day to day support and maintenance of desktops, printers, laptops, servers, and audio-visual systems to ensure quality service and minimal downtime. The incumbent is responsible for troubleshooting on all systems, and scheduling service calls with external maintenance personnel.

Reports directly to the Manager of Information Systems Operation. The Operations Technical Specialist must interface effectively with all levels of the user community including attorneys, paralegals, administrative professionals and clerical workers. Contact with the user community includes software strategy sessions, direction, instruction, troubleshooting and individualized support. Additionally, the Operations Technical Specialist may coordinate different aspects of projects with other members of the Information Systems Department, and maintain close and continuing contact with vendors and technical experts. The Operations Technical Specialist provides expert assistance to IT staff in the New York, Washington, D.C., London, Frankfurt and Brussels offices.

Duties & Responsibilities:

• Provide solutions to users problems to ensure customer satisfaction and productivity in a timely manner.
• Participate in system maintenance activities, e.g. data backups, restores, error log checking and ensuring that all errors are handled in a timely manner.
• Research and resolve server, pc, laptop, digital sender and printer issues in a timely manner, as well as, escalate problems to second level support as needed.
• Provides first level printing support of the Konica Minolta digital copiers.
• Participate in team projects that enhance the quality or efficiency of Operations services.
• Provide all audio visual needs, such as setting up video conferences via Webex, MS Teams, Zoom, etc and teleconferencing equipment and video cameras.
• Keeps inventory of all laptops, desktops, peripherals and servers up to date at all times.
• Manages the loaner laptop pool including configuring the systems, troubleshooting and keeping the software updated
• Must be able to work weekends, holidays and overtime when necessary.
• Assist in special projects as needed.
• Ensure that all necessary supplies and spare hardware are stocked and working at all times.

Qualifications:

Education: Minimum AA degree in Computer Science or graduate of a technical school or comparable experience. College Degree preferred.

Experience: 5+ years related experience preferably within a large law firm or financial services environment. Experience supporting applications such as Windows server 2016 and 2019, Windows Workstation, Microsoft Office products, Outlook, and use of backup software and knowledge of servers, operating systems and VMWARE.

Skills and Abilities: The individual must have a broad knowledge of local area networks, system analysis and design concepts. They must possess excellent communication skills, both oral and written, and the ability to research, understand and summarize automation solutions for both management and end-users. The individual must be able to work effectively with minimal supervision on multiple projects, reprioritizing as necessary.

Job Specific Skills: The individual must have an understanding of network topology, protocols and hardware infrastructure. The individual must have an understanding of the demands a high-volume, deadline sensitive environment and be customer service oriented. Must be able to gather, analyze and interpret data. Professionalism and integrity. Ability to organize and manage multiple priorities; strong problem analysis and problem resolution skills. Ability to work independently, under pressure with interruptions and tight deadlines. Exercises sound judgment and effective decision making abilities. Flexibility, agility and strategic insight required. Must be resourceful, detail-oriented, organized and proactive to the needs of the job. Must be a team player and able to work effectively with attorneys, legal staff, management, peers and subordinates.

Attendance: All positions require punctuality and regular attendance. Candidate must be able to cover work hours Monday - Friday 4 pm - 12 midnight.

Technological Skills: Troubleshoot pc/laptop and printer issues along with extensive experience with Microsoft Windows operating systems, and the Microsoft Office applications.

The actual salary offered will be based on a number of factors including but not limited to the qualifications of the applicant, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job.