Help Desk/Desktop Support Specialist & Trainer

Parker Placements NY, Inc.; New York (NY); Hybrid; USD 75,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Retirement plan

Hybrid work schedule

Job summary

A leading law firm in New York City is seeking a full-time Help Desk/Desktop Support Specialist & Trainer. The ideal candidate will provide exceptional technical support and develop training programs, contributing to a friendly and growth-oriented work environment. Opportunities for professional development and advancement are available.

Qualifications

• 3 to 5 years of relevant experience in a law firm setting.
• Proficiency in Microsoft products and troubleshooting.
• Ability to work independently and manage multiple training initiatives.

Responsibilities

• Provide first and second-level support for software, hardware, and remote technologies.
• Design and develop training programs, including manuals and instructional resources.
• Deliver excellent customer service via phone, email, and in-person.

Skills

Technical skills

Problem-solving

Customer service

Communication

Multitasking

Tools

Microsoft products (Windows 10/11, Office 365)

iManage

Adobe Acrobat

Litera

Zoom

MS Teams

Job description

Help Desk/Desktop Support Specialist & Trainer

This award-winning, mid-sized, Am Law 200 firm is headquartered in New York City and has 200+ attorneys. The firm operates across three offices: NYC, Miami, and Los Angeles, serving a diverse global client base. Known for integrity, efficiency, and style, they foster an informal, friendly environment that encourages growth and work-life balance.

They are seeking a full-time Help Desk/Desktop Support Specialist & Trainer to provide exceptional technical support. The ideal candidate will have a strong IT support background, excellent problem-solving skills, and a dedication to customer service. The role offers opportunities for professional development and advancement.

Responsibilities:

• Deliver excellent customer service via phone, email, and in-person interactions, demonstrating confidence and professionalism.
• Provide first and second-level support for software, hardware, mobile devices, phones, and remote technologies.
• Identify, research, diagnose issues, and collaborate with engineers for resolution.
• Design and develop training programs, including creating manuals and instructional resources.
• Coordinate new hire training and weekly skill-up sessions.
• Develop training materials for new applications or updates with third-party vendors.
• Log all support activities in the Service Desk system.
• Manage hardware and software inventory.
• Guide users on software and equipment usage.
• Set up and deploy hardware peripherals and devices.
• Install and maintain operating systems, software, and hardware via Intune.
• Manage user accounts and permissions in Active Directory.
• Assist with basic network troubleshooting and escalate complex issues.
• Follow up to ensure user issues are resolved satisfactorily.
• Assist with conference room setups.
• Evaluate training effectiveness and adjust programs accordingly.
• Conduct in-person and online training sessions on IT systems and tools.
• Test new applications before rollout.
• Provide on-call support during evenings and weekends.
• Perform other duties as assigned by the manager.

Minimum Requirements:

• 3 to 5 years of relevant experience in a law firm setting.
• Strong technical skills in hardware, software, and troubleshooting.
• Proficiency in Microsoft products (Windows 10/11, Office 365), iManage, Adobe Acrobat, Litera, Zoom, and MS Teams.
• Excellent communication skills, capable of explaining technical concepts clearly.
• Ability to multitask, prioritize, and respond swiftly in a fast-paced environment.
• Experience managing multiple training initiatives simultaneously.
• Understanding of customer service standards and business goals.
• Ability to work independently and lift/carry equipment.

Compensation & Benefits:

Salary: $75,000 to $90,000, depending on experience and qualifications.

Benefits include medical, dental, vision, supplemental insurance, HSA, retirement plan, and more. The firm offers a hybrid work schedule.

This description reflects general duties and is not exhaustive. The firm reserves the right to modify duties as needed.