Specialist, Computer Support

Davis Polk & Wardwell LLP; New York (NY); On-site; USD 70,000 - 95,000; Full time

Job summary

Davis Polk & Wardwell LLP in New York is seeking a Specialist, Computer Support to provide frontline technical assistance to attorneys and staff. You will respond to inquiries, troubleshoot hardware and software, and ensure smooth operation of Microsoft Office 365, Windows 10, and mobile devices.

The role requires strong communication, teamwork with IT staff, willingness to work extended hours, and a bachelor’s degree with 2–3 years in a professional services environment.

Qualifications

• Bachelor’s degree or equivalent preferred.
• 2–3 years of support experience in a large professional services environment.
• Strong customer service orientation and communication skills.

Responsibilities

• Respond to, research, and resolve user inquiries for first- and second-level support via phone, email, or walk-in.
• Maintain effective communication with users and IT staff.
• Interface and coordinate with Support, Training, and IS teams on issues.
• Acquire and maintain knowledge of product offerings and support policies to provide accurate solutions.
• Attend Computer Support meetings and training to stay current with changes.
• Own and escalate tickets to ensure timely resolution and user satisfaction.
• Assist with software/hardware rollouts and testing, including scheduling and pilots.
• Cover extended hours and overtime as needed, including holidays and weekends.

Skills

Customer service

Communication skills

Teamwork

Analytical skills

Education

Bachelor’s degree

Tools

Microsoft Office 365

Windows 10

Adobe Acrobat

MobileIron

iOS devices

Citrix

Duo Mobile

iManage

Lenovo laptops

HP desktops

Job description

Specialist, Computer Support### Specialist, Computer SupportApply: Onsite: New York: Full time: Posted 2 Days Ago: JR10394Davis Polk & Wardwell LLP (including its associated entities) is an elite global law firm with world-class practices across the board. Clients know they can rely on Davis Polk for their most challenging legal and business matters. From offices in the world's key financial centers and political capitals, our more than 1,000 lawyers collaborate seamlessly to deliver exceptional service, sophisticated advice and creative, practical solutions. Visit davispolk.com.**Position Summary**The Specialist, Computer Support provides technological support to all users in the firm.**Essential Duties and Responsibilities**Typical responsibilities include, but are not limited to, the following:* Respond to, research, and resolve user inquiries for first- and second-level support received via telephone, e-mail, or walk-in, in a timely and efficient manner.* Maintain effective communication.* Interface and maintain effective communication with other Support, Training, and Information Systems staff.* Champion users’ problems to appropriate individual(s) based on established guidelines and procedures.* Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to users.* Attend Computer Support Weekly Education and Technical Sessions to stay apprised of all technical changes.* Attend ongoing training programs to keep technical skills sharp.* Take ownership and follow up on tickets escalated to other groups to ensure resolution and user satisfaction.* Participate in software and hardware rollouts/upgrades including planning, testing, scheduling, pilot testing.* Demonstrate willingness to cover extended hours and overtime on holidays, weekends or after regular business hours when coverage is needed.**Qualifications/Position** **Requirements*** Strong technical skills in Microsoft Office 365 Windows 10, Adobe Acrobat, Mobile Iron, iOS devices, ChangePro, Citrix. Duo Mobile, iManage Lenovo laptops, HP desktops and printers.* Remote office location support experience a plus.* Receptive and willing to cover extended hours and overtime on holidays, weekends or after regular business hours when coverage is needed.* Strong analytic skills, outstanding customer service skills and be detail-oriented.* A disciplined self -starter who is resourceful, reliable and trustworthy is needed.* Ability to manage a varied workload and meet deadlines.* Must be able to work collaboratively with lawyers and staff, demonstrating strong teamwork and a positive attitude. Strong team player a must.* Excellent written and verbal communication skills.**Education and/or Experience*** Bachelor’s degree preferred.* 2-3 years Support experience in a large law firm or professional services environment.**Compensation**The expected base salary for this position ranges from $70,000 - $95,000. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. Davis Polk offers a competitive salary and comprehensive benefits package.