Technology Support Specialist

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, one of the world’s leading global law firms with offices in strategic hubs of commerce, law, and government across North America, Asia, Europe, and the Middle East, is seeking a Technology Support Specialist I to provide support for computer and/or audiovisual hardware of a basic to moderate nature to ensure end-user productivity and efficiency.

Reporting to our Senior IT Manager, the Technology Support Specialist will use basic troubleshooting techniques in order to provide accurate, timely and creative resolutions to hardware-related issues and some software-related issues. The Technology Support Specialist I serves as a liaison between hardware engineers within IT (including the Help Desk) and the end user community.

This position will reside in the New York office and will work a daily schedule of 9:00 am – 5:30 pm EST.

Primary Functions and Responsibilities

End-user Support (Basic)

• 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.

Administrative and Operations Responsibilities

• 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.

Experience/Qualifications:

• Associate’s degree (A.A.) 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.

The base salary or hourly wage range for this position will be determined during the interview process and will vary based on multiple factors, including but not limited to prior experience, relevant expertise, current business needs, and market factors. The final salary or hourly wages offered may be outside of this range based on other reasons and individual circumstances. Additionally, salary or hourly wages may be only part of the total compensation package. The total compensation package for this position may also include a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, the employee will be in an "at-will position" and the firm reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, firm or individual department/team performance, and market factors.

For positions in New York, New York, the salary range for this job posting is:
$67,400.00 to $107,825.00.

Morgan, Lewis & Bockius LLP is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value inclusion and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law.

Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment qualified applicants with arrest and conviction records.

California Applicants

Pursuant to the California Consumer Privacy Act, the following link contains the Firm's California Consumer Privacy Act Privacy Notice for Candidates which explains the categories of personal information that we collect and the purposes for which we use such personal information.

CCPA Privacy Notice for Candidates

Morgan, Lewis & Bockius, LLP reasonably accommodates applicants and employees who need them to perform the essential functions of the job because of disability, religious belief, or other reason protected by applicable law. If you believe you need a reasonable accommodation during the application process, please contact Talent Acquisition at 888.534.5003 or [e-mail].

If hired, your employment relationship with the firm will be on an "at-will" basis, meaning that the firm may modify the terms and conditions of your employment at any time, and that either you or the firm will be free to end the relationship at any time with or without cause and with or without advance notice, although reasonable notice would be expected.