IT Support Specialist I - End-User & AV Tech

Justia, Inc.; New York (NY); On-site; USD 67,000 - 108,000; Full time

Job summary

Morgan, Lewis & Bockius LLP is seeking a Technology Support Specialist I to assist with basic to moderate hardware and software support, ensuring end-user productivity. The role reports to the Senior IT Manager and involves liaison work between hardware engineers and end users.

The position is based in the New York office with a 9:00 am – 5:30 pm EST schedule, handling audiovisual support and routine IT maintenance as part of a collaborative IT team.

Qualifications

• Associate’s degree in a related field and minimum one year experience in hardware and basic software support at a professional services organization or equivalent combination of experience and education.
• Strong customer service orientation, technical skills and interpersonal skills are required.
• Working knowledge of office productivity software, the Microsoft operating system, and/or audiovisual technologies.

Responsibilities

• Responds to end-user hardware requests and performs restorative actions to resolve problems.
• Properly logs all requests, issues and their resolutions.
• Properly escalates critical issues to other local-team members or to Firm IT for level-3 support.
• Researches and locates available tools and processes to identify and avert troublesome trends as they develop.
• Responds to situations where standard procedures failed with hardware installations or upgrades.
• Actively participates (with testing and documentation) in software pre-pilots, pilots and roll-outs.
• Provides status reports to and communicates with the manager.
• Provides support for audiovisual and video conferencing systems and meetings.
• Unpacks, sets up, tests and installs all new equipment received by the local office.
• Tracks the type of equipment, the location of equipment and to whom the equipment is allocated.
• Performs all initial diagnoses of reported hardware errors to determine nature, possible cause and recommended course of action.
• Where possible, performs maintenance or recovery procedures to correct reported hardware errors.
• Contacts third-party maintenance personnel, when necessary, to service diagnosed hardware errors that cannot be resolved in-house.
• Performs standard preventive maintenance on specified equipment.

Skills

Customer service

Interpersonal skills

Technical skills

Office software

Microsoft Windows

Education

Associate’s degree in related field

Job description

Morgan, Lewis & Bockius LLP is seeking a Technology Support Specialist I to assist with basic to moderate hardware and software support, ensuring end-user productivity. The role reports to the Senior IT Manager and involves liaison work between hardware engineers and end users.

The position is based in the New York office with a 9:00 am – 5:30 pm EST schedule, handling audiovisual support and routine IT maintenance as part of a collaborative IT team.