Specialist, Computer Support (Weekend)

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

Job summary

Davis Polk & Wardwell LLP in New York seeks a Specialist, Computer Support to provide technology assistance to all firm users, handling tier 1–2 inquiries and supporting onboarding and training activities.

The role requires strong technical knowledge of Windows 11, Microsoft 365, ServiceNow, Citrix and related tools, with a willingness to cover extended hours. The firm offers a competitive base salary and comprehensive benefits.

Qualifications

• Strong technical skills in Microsoft Office 365 and Windows 11.
• Experience with ServiceNow, Citrix, and iManage DeskSite.
• Excellent written and verbal communication and customer service.
• Ability to manage a varied workload and meet deadlines.

Responsibilities

• Respond to and resolve user inquiries via phone, email, or walk-in.
• Maintain communication with floors and other IS staff.
• Escalate issues per guidelines and ensure resolution.
• Contribute to training sessions and write supporting documentation.
• Participate in software/hardware rollouts and testing.

Skills

Strong analytic skills

Outstanding customer service

Detail-oriented

Team collaboration

Education

Bachelor's degree preferred

Tools

Microsoft Office 365

Outlook O365

Windows 11

ServiceNow

MS Edge

Adobe Acrobat

Intune

iOS devices

ChangePro

DocXTools

Citrix

Duo Mobile

iManage DeskSite Work 10

Zoom

Lenovo laptops

Dell desktops and laptops

Printers

Job description

Davis 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 technology support to all users in the firm.

Work Schedule

• Fridays - 8:30am to 9:00pm
• Saturdays - 9:00am to 5:00pm
• Sundays - 9:00am to 5:00pm

Essential Duties and Responsibilities

• 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 and follow‑up with assigned floors
• Interface and maintain effective communication with other Support, Training, and Information Systems staff.
• Escalate 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 Sessions and provide presentations as needed for specific topics.
• 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.
• Recommend improved Support methods aimed at increasing Support's efficiency and productivity.
• Participate in software and hardware rollouts/upgrades including planning, testing, scheduling, pilot testing, solicitation of user feedback and compilation of same, training, support, monitoring, etc.
• Demonstrate willingness to cover extended hours and overtime on holidays, or after regular business hours when coverage is needed.
• Write instructional documentation associated with the firm's technology
• Provide weekly activity report to Manager, Computer Support.

Qualifications/Position Requirements

• Strong technical skills in Microsoft Office 0365 and Outlook O365, Windows 11, ServiceNow, MS Edge, Adobe Acrobat, Intune, iOS devices, ChangePro, DocXTools, Citrix. Duo Mobile, iManage DeskSite Work 10, Zoom, Lenovo laptops, Dell desktops and laptops, and printers.
• Remote office location support experience a plus.
• Receptive and willing to cover extended hours and overtime on holidays, 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.
• Excellent written and verbal communication skills.

Education and/or Experience

Bachelor's degree preferred.

2-3 years of 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. We also consider market and organizational factors. Davis Polk offers a competitive salary and comprehensive benefits package.