Technology Support Specialist

US Offices & Unit; New York (NY); On-site; USD 67,000 - 108,000; Full time

Job summary

Morgan Lewis is seeking an End-user Support professional in the New York office to handle hardware requests, troubleshoot and resolve issues, and assist with software pre-pilots and roll-outs.

You will log requests, escalate when needed, and provide timely status updates to management. The role includes audiovisual and video conferencing support and standard preventive maintenance of equipment.

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.

Skills

Customer service

Technical skills

Interpersonal skills

Microsoft Windows

Audiovisual technologies

Education

Associate’s degree in related field

Job description

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

Salary

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

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.

Contract and Working Hours

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.

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

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.

At Morgan Lewis, we work in collaboration around the world—always ready to respond to the needs of our clients and craft powerful solutions for them. From our offices in strategic hubs of commerce, law, and government in North America, Asia, Europe, and the Middle East, we work with clients ranging from established, global Fortune 100 companies to enterprising startups. We provide comprehensive litigation, corporate, finance, restructuring, employment and benefits, and intellectual property services in all major industries, helping clients address and anticipate challenges across vast and rapidly changing landscapes. And we approach every representation with an equal commitment to first understanding, and then efficiently and effectively advancing, the interests of our clients and arriving at the best results.

SEARCH FIRMS: Morgan Lewis does not accept resumes or referrals from search firms for most staff positions. If you are a search firm, employment agency, or representative of either, you will not be compensated in any way for your referral of a candidate to a position not approved for agency recruiters and/or for an inquiry submitted to anyone other than the recruiting contacts as listed on our main website.