Technology Support Specialist

Canon Business Services; New York (NY); Sur place; USD 105 000 - 128 000; Plein temps

Avantages offerts par ce poste

Employee discounts

Résumé du poste

Canon Business Process Services in New York is seeking a Technology Support Specialist to provide desk-side and remote IT support for end users. The role blends on-site and Help Desk duties across laptops, mobiles, printers, and AV systems, with a focus on VIP user onboarding and security compliance.

The position requires strong Windows, Office, NetDocuments, and Litera Innova skills, plus service-minded client support. On-call availability and asset management are expected.

Qualifications

• A High School Diploma is required.
• College degree and technical training certifications preferred.
• Basic knowledge of MS Word, MS Outlook, NetDocuments, Litera Innova and Windows.

Responsabilités

• Provide telephone and deskside support for desktop and laptop systems.
• Troubleshoot using knowledgebase, ticketing system, and online resources.
• Create, elevate, and close ServiceNow tickets with asset tracking.
• Assist with installation and configuration of laptops, peripherals, and mobile devices.
• On-boarding/off-boarding hardware and accounts including VIPs.
• Coordinate distribution of peripherals with Help Desk and teams.
• Ensure laptops interconnect with all systems and servers.
• Provide after-hours on-call support as required.
• Support AV in conference rooms and events.
• Lead or assist with special IT projects and VIP support.
• Train staff on firm applications and serve as SME for tools.

Connaissances

MS Word

MS Outlook

NetDocuments

Litera Innova

Windows

iOS experience

Client service

Formation

High School Diploma

College degree

Technical training certifications

Outils

ServiceNow

Document management system

Adobe Acrobat

Description du poste

Technology Support Specialist

Job Locations

US-NY-New York

Requisition ID 2026-21833

# of Openings 1

Category Information Technology

Position Type Regular Full-Time

Fixed Salary USD $116,699.00/Yr.

Overview

This position provides technical support primarily to client's New York office but can also be called upon to assist with problems in any of the Firm's other offices. The position requires broad knowledge of all equipment and desktop software utilized by end users at the Firm. This role is responsible for approximately 20% Help Desk and 80% Deskside Support.

Responsibilities

• Provide telephone and deskside support for all desktop and laptop systems distributed by Milbank's I.T. department.
• Troubleshoot and research problems where a resolution is unknown. This may require use of the Internal Knowledgebase, review within the ticketing system (ServiceNow), searching online databases, or software help files.
• Create, elevate, and close tickets on the Helpdesk ticketing platform (ServiceNow), including maintaining records of all equipment used by end users working in and away from the office - such as laptop computers, portable monitors, and MiFi devices - tracked through asset tags.
• Assist with the installation, configuration, and ongoing usability of laptop computers, peripheral equipment, and software within established standards and guidelines, as well as mobile phones, desk phones, and AV equipment.
• On-boarding / Off-boarding: Setup and remove hardware, software, and mobile devices upon employee arrival and departure. For onboarding, assist with first login - ensuring that, in the pre-deploy phase, the laptop and phone have been set up per company guidelines and standards. Provide dedicated onboarding assistance for firm VIPs including Partners and Chiefs.
• Coordinate the distribution of peripherals - including laptops, mobile devices, and accessories - in collaboration with the Help Desk, Hardware leads, Training Teams and Practice Groups.
• Ensure laptop computers interconnect seamlessly with all systems including associated validation systems, file share servers, email servers, computer conferencing systems, application servers, and administrative systems.
• Provide off-hours support as required, particularly on-call support on overnights and weekends, on either a weekly or monthly rotation depending on seniority.
• Assist with ensuring the security of all systems and equipment, including reporting and remediating phishing and malware attacks.
• Work in conjunction with the AV Team to set up technology in conference rooms, including but not limited to video and audio collaboration. Available to support AV events offsite if needed.
• Occasional printer support and maintenance, such as clearing print queues, ensuring users are connected to their designated printers, and confirming print/scan-to-email functionality is working as expected.
• Lead or assist with special projects as they arise, such as conversions, moves, setup of special software, or offsite events that require elevated IT support.
• Provide white-glove support to all users, with priority given to assigned VIPs such as Partners and Executive Team members. Flexibility to assist VIPs offsite, including with Firm equipment at the user's home.
• Train Legal Staff during onboarding to ensure new hires can effectively use their equipment. Additionally, provide training on specific firm applications as needed.
• Serve as a Subject Matter Expert (SME) on specific firm applications or tools and assist with training other staff on those applications or tools.
• Assigned Floor Support: Each TSS will be assigned a floor in the New York office as the primary IT support person for that floor, with the expectation of backing up other floors as needed.
• We work in a high-level, dynamic IT environment; additional out-of-scope responsibilities may arise and are expected to be handled to the highest level of user satisfaction.

PHYSICAL DEMANDS

• Intermittent physical activity including reaching, prolonged periods of sitting, bending, or lifting (up to 50lbs).
• Mental qualifications include ability to perform all tasks assigned
• Good organizational skills
• Documenting your work process - This practice involves detailing the steps and procedures you followed when working on a task so that someone else can understand and replicated/continue the work if needed on the task.

Qualifications

• A college degree and technical training certifications preferred.
• A High School Diploma required
• Must have basic knowledge and experience in MS Word, MS Outlook, NetDocuments, Litera Innova, and Windows.
• Experience with Apple iOS a plus. Excellent client service skills, with a strong emphasis on "user" satisfaction
• Experience using document management system (ideally NetDocuments)
• Experience using document management system (ideally NetDocuments)
• Basic understanding of Microsoft Office suite, Microsoft Windows 10 operating system, Adobe Acrobat, document comparison (Litera Change Pro) or similar, financial applications such as IntApp Time

What We Offer

• An opportunity to join an established team and be part of a successful and proven global organization!
• A competitive compensation program!
• Large Company Benefits: Medical/Dental/Vision/401K with a competitive company match!
• Employee discounts on Canon products & vendor discount programs for employees!
• World-Class Training & Career Development Programs!

Canon Business Process Services is committed to providing equal employment opportunities to all applicants for employment and employees and does not discriminate in employment on the basis of race, color, religion, religious creed (including religious dress and grooming practices), sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding or related medical conditions),gender, gender identity/transgendered status, gender expression, national origin (including language use), ancestry, citizenship status, age, marital status, familial status, physical and/or mental disability (including HIV/AIDS, cancer and genetic characteristics), protected medical condition as defined by applicable state and/or local law, military and/or veteran status, sexual orientation, genetic information, political affiliation, domestic violence victim status or any other protected category.